Introduction

Why Handling Objections Is Important

Handling objections in sales is a cornerstone of any successful sales process. Objections signal engagement and interest, but they also highlight concerns and uncertainties. Addressing these head-on showcases our product’s value and builds trust between the sales rep and the prospect. 

Ignoring or mismanaging objections can lead to lost sales, damaged relationships, and missed opportunities. By adeptly navigating objections, our sales representatives not only enhance their credibility but also guide the prospect to make an informed decision, ensuring the solution aligns with their needs. 

It demonstrates empathy, understanding, and confidence in the product, facilitating a deeper, mutually beneficial business relationship.

How We Approach Sales Objections

When confronted with sales objections, our approach is holistic and centered around the prospect. That’s we use this six-step guide to approaching our sales objections:

1. Active listening: Firstly, always listen more than you speak. Understand the core of their concern without interrupting.
2. Repeating their issue: Ensure clarity by repeating the objection. This displays that you've been attentive and want to address their exact concern.
3. Validating concerns: Empathize with the prospect. Acknowledge that their concern is valid and express understanding.
4. Asking questions: Dive deeper by asking probing questions. It can unearth the real underlying issues or uncertainties.
5. Providing proof of solutions: Address their concerns with data, testimonials, or use cases, demonstrating how your product or service has effectively managed similar objections.
6. Setting time to follow up: Always end by setting a clear next step, ensuring the prospect knows you're there to guide and support their decision-making process.

We won’t always have the right answers (we’re improving every day!), but we want to ensure we handle all objections and stalls in a way that builds trust with prospects, whether they’re ready to move forward with us or not.

Example: How To Handle a Sales Objection

Using our six-step guide, here's a step-by-step approach to how a sales representative might respond to a prospect’s objection of “We don't see what your product could do for us.”

1. Practice active listening.
Listen to their concern fully, even if you’ve heard similar issues before (it’s a common objection for us). Beyond acknowledging that you’re listening, you don’t need to speak.

2. Repeat their issue.
Summarize their concern back to them. That way, you can ensure that you understand where their concern truly lies and what they want to emphasize.
“To reiterate, you don’t feel that a task management software is the right tool for your business because you only have a small team of four people. Is that correct?”

3. Validate their concerns with understanding and empathy.
Start by acknowledging their perspective without being defensive.
"I completely understand why you might feel that way. Every business has its unique challenges and needs."

4. Ask open-ended questions.
Before diving into the benefits of your product, try to understand more about their pain points, goals, and current processes.
"What are you currently using to manage tasks and how is that working for you?"

5. Provide some proof with relevant case studies or offer a personalized demo
Share stories or examples of similar businesses or individuals who benefited from your product. You can also offer a tailored demonstration focusing on their specific needs and concerns.
"We worked with a similarly-sized company who faced task management issues. After using our product, they managed to organize themselves better to focus on growing. Would you be open to a personalized demo where we can showcase how our product can address some of your concerns and potentially benefit you?"

6. Set a follow-up.
Give them time to process the information, but ensure there's a clear next step in place.
"I appreciate you taking the time to discuss this with me. Can we set up a follow-up chat after you've had a chance to consider our conversation?"

How To Respond to Common Objections 

Lack the Budget

We get a lot of the same objections over and over again. That’s why we’ve drafted a list of objections with example responses — that way, our sales reps can provide consistent answers to these frequently used issues. 

Note: You do not need to use these examples word-by-word. Every prospect is different, and you may find that concerns vary from prospect to prospect. Use your best judgment on how to respond — these examples are to provide a foundation for your own answers! 

Here are some of the most common objections we receive from prospects concerning a lack of budget:

It’s too expensive. 

"I understand budget constraints. Let’s discuss the long-term value and potential savings our solution offers. Perhaps we can find a package that suits your budget."

What’s the ROI?

"A valid concern. Let me showcase some case studies and ROI projections based on similar businesses we've worked with."

Lack the Trust

Note: You do not need to use these examples word-by-word. Every prospect is different, and you may find that concerns vary from prospect to prospect. Use your best judgment on how to respond — these examples are to provide a foundation for your own answers! 

Here are some of the most common objections we receive from prospects when they aren’t familiar with our business and are initially wary:

I’m happy with a competitor.

"That's great to hear you’re satisfied. Out of curiosity, are there features or benefits you wish they offered? Our solution might have some unique advantages."

I’m not authorized to sign off on this.

"I appreciate your honesty. Can we discuss how our solution might benefit your team and perhaps explore a joint conversation with the decision-maker?"

My manager isn’t convinced.

"Thank you for sharing that. Would a detailed presentation or a one-on-one discussion with your manager be helpful to address their concerns?"

You lack this certain feature.

"Thank you for pointing that out. We’re always improving. I’ll take your feedback to our team. Meanwhile, let’s discuss alternative features that might address your need."

Lack the Need

Note: You do not need to use these examples word-by-word. Every prospect is different, and you may find that concerns vary from prospect to prospect. Use your best judgment on how to respond — these examples are to provide a foundation for your own answers! 

Here are some of the most common objections we receive from prospects when they don’t necessarily “need” our product:

We don't see what your product could do for us.

“I completely understand why you might feel that way. Every business has its unique challenges and needs. Would you be open to a personalized demo where we can showcase how our product can address some of your concerns and potentially benefit you?”

We don’t need you right now. 

"I respect that. May I ask what might change your needs in the future? Understanding your long-term goals can help us provide value when you're ready."

Lack the Urgency

Note: You do not need to use these examples word-by-word. Every prospect is different, and you may find that concerns vary from prospect to prospect. Use your best judgment on how to respond — these examples are to provide a foundation for your own answers! 

Here are some of the most common objections we receive from prospects when they lack the urgency to find a solution:

We don’t have time to implement.

"Implementation can indeed be daunting. However, our dedicated support team streamlines the process, ensuring minimal disruptions. Let’s discuss how we can make this seamless for you."

It’s too complicated.

"We aim to simplify tasks, not complicate them. Let me walk you through our user-friendly interface and support structures to ease the transition."

Just send me information.

"Certainly. I’ll forward detailed resources. Would it be okay to set a follow-up chat after you’ve had a chance to review?"

No response.

"I understand you're busy. I'll follow up in a week, or if there's a better time, please let me know."

Conclusion

Mastering the art of handling objections can transform challenges into opportunities, fostering stronger relationships and driving sales success. By taking a consultative approach, addressing a prospect’s objection becomes less about pushing a sale and more about understanding their needs and showcasing value.

Even if we don’t close a sale, we’re still building relationships with prospective customers. And by establishing those connections now, we can position ourselves as a great option for these prospects in the future.