I had always had a slight mental twinge when it came to being challenged with a customer objection. Yes, I’ve heard objections are buying signals and to love it when you get one to handle. I know objections are certainly way better than the silent brush off or obligatory rude response that can occur on a sales prospecting call.
However, I still had an uneasy feeling with objections until it clicked to agree with the opposition, and go with it like tree limbs go with the wind.
To accomplish this, there’s a specific response language you can do which always agrees with the prospect’s objection which is unexpected and instantly changes the communication dynamic between seller and buyer.
Objection Handling Language
Step 1: Acknowledge Language
What you want to establish is agreement and can choose from the following language:
- I completely understand where you are coming from.
- I hear that a lot and don’t blame you.
- I get that.
- I’m really sorry you feel that way
Step 2: Clarification Language
Once you agree with the person, you want to get a better understanding why they say it and the emotional intelligence (EI) behind it. You do this by repeating what you just heard and then asking for clarification with the following language:
- Just so I’m clear, how do you mean?
- Tell me more
Step 3: Redirect & 3rd Party Reference Language
Whatever the buyer’s clarification is, you then want to bring in a related business and tell a story about how they used your product. You can also add some facts about your product here. The most common language for this is the well-known technique of:
- Feel Felt Found
- What I think you meant to say is how is it possible to deliver a positive ROI, when XXX
Step 4: Ask for Agreement Language
- How does that sound?
- Would you consider that important?
- Could you imagine how that could work for you?
Step 5: Extend Time or Set Appointment Language
Once the prospect agrees on any level that what you’re saying sounds reasonable, it’s time to ask for permission to sell with the preference to do that right now since people are busy. Again setting a time expectation of 10 minutes. The language for this is:
- Suggest is a powerful word that diffuses – “based on what you said I suggest we meet, now or later, go for now with 10 minutes”.
- TUIT – Thanks, You have questions, I have questions, Together determine if it’s a fit, and that’s OK.
Step 6: Handling a New Objection
If the prospect gets cold feet or feels like you are backing them into a corner, use the following:
- Not asking for a buying decision right now
- Assumed you dealt with this before already, want to inform and update you
- Inform you – don’t want to waste either of your time and that’s why it’s a 15-minute meeting
- Meet Me
- Easier – what’s is easier for you mornings or afternoons?
- Test – Consider a test with TUIT language to let them know if they don’t want to test that’s OK too – give the power back to buyer