Objections are a thing that no salesperson wants to hear when trying to close a deal with a prospect. Dealing with customer opposition can be tricky, but it provides a valuable learning experience for businesses when they encounter it.
Simply put, an objection is when a lead is hesitant to commit to purchasing your product or service.
Rather than being viewed as a problem, objections should be seen as an opportunity. They are a chance to add value to the customer’s experience. Learning how to effectively handle objections can benefit your company enormously because it will lead to higher customer retention rates.
To overcome a problem, you must first understand it. Being aware of what the prospect is objecting to will allow you to find an amicable resolution.
Top 3 causes of objections:
#1 – Uncertainty: Clients might be unwilling to commit to your product. This might be due to monetary concerns, or an incomplete understanding of the service that your organisation provides. For example, they might think your merchandise is too complicated to use.
#2 – Hedging bets: When it comes to business, consumers are always on the hunt for the best deal. They might be hoping to find a better or cheaper product, causing them to compare your offering to that of your competitors.
#3 – Optics: Perception is everything. If a lead is unsure of the quality of your product they might start to lean towards doing business with another organisation. Ultimately, they are trying to make a deal with the highest level of impact.
Easy solutions to work around grievances:
Be open to accepting constructive criticism – Thank prospects for sharing their concerns with you. Criticism is an opportunity to strengthen your relationship with their business. Speak with your sales team about the issues that are raised and come up with a strategy to handle each objection.
Be attentive – The easiest way to ease a customer’s mind is to listen to what they are saying. Empathising builds rapport and will help you to continue the deal with positivity.
Ask ask ask – Now that the problem has been brought to your attention, use this opportunity to really delve into the issue and find out what is going on. Ask them to explain in detail what their objection is. The best way to obtain useful feedback is through open questions that will prompt detailed responses.
Clarify any critiques that you don’t understand –This might involve using different wording to ask the same questions. You will end up with feedback that is crystal clear and easy to work from, allowing you to implement the changes.
Prevent repeat objections – If a customer has complained about an issue before, attempt to resolve it so that they don’t bring it up again. Repeated concerns indicate poor customer service – making prospects more likely to take their business dealings elsewhere.
The best tactic for opposition is a solid defence – Highlight the customer successes you already have. Showing that others value your product will make it more enticing. Are you an industry leader? Is your niche product or service what sets you apart from the competition? Be confident in what you are selling and present it in the best light.
Dealing with objections takes time, but practice makes perfect. Learning how to effectively handle business hostilities will demonstrate professionalism. The key is to be prepared. These strategies are a sure-fire method to improve the chances of leads becoming qualified.
