Article
4 Steps to Handle Sales Objections - RAIN Group Sales Training
RAIN Group
Quoted on this wiki
Every place a page here uses this source, in the order the words come in it.
Commitment Aversion “I like your solution but I don’t think I can commit right now.” It may be tempting to press forward when a buyer gets stuck on commitment, but patience is key. Learn the reason for their hesitation and address any issues they may have rather than pushing for a definitive answer. 3. Trust Trust is one of the most fundamental drivers of sales. If your buyer feels uncertainty about you, your solution, your company, or your outcomes, they’ll be much less likely to engage further. Even if your buyer hasn’t heard of you, there are still ways to build trust in sales. To do so, you’ll need to demonstrate your expertise and even provide examples of past work. Trust is also built on rapport. Building that connection won’t be easy, but if you’re patient and treat rapport as a skill rather than a sales tactic, you’ll be able to establish it over time. Examples of Trust Objections Trust objections may sound like personal attacks. Stay level-headed and empathetic as you work through your buyer’s concerns. 1. Contract Aversion “I don’t want to sign a contract right now.” This can also be an example of a money objection if your buyer has concerns about future budgeting. Learn what kind of payment schedule would fit their needs and their reasons for not wanting to sign a contract. In any case, be flexible and understanding. 2. Lack of Familiarity “I haven’t heard of your company.” Provide your buyer with an overview of your value proposition. Don’t launch into a full pitch, and end on a follow-up question related to your buyer’s needs. 3. Reputation “I’ve heard about issues with your company from X.” Whether it’s a bad review, a statement from a competitor, or another third party, speaking to a prospective buyer who has a negative view of your organization can be daunting. Fortunately, you can provide them with a better experience. Instead of getting defensive and trying to refute the criticism, thank your buyer for their feedback. “This objection could indicate one of two things: that you need to identify the right decision maker, or that your lead doesn’t trust you yet.” Inspire buyer confidence with the 9 skills in this article. >> Examples of Money Objections When buyers push back on price, they often mean something entirely different than what they say. Work to get to the heart of the objection. Here are 6 common money objections, what they sound like, and what they mean: 1. Whack Back “Wow, that’s a lot. Can we do it for less?” This comes from the buyer who always asks for a price reduction because it’s worked in the past. Their philosophy is that it can’t hurt to ask. Often, the buyer feels that the price is too high without understanding why. Ask them their logic behind their assessment of your price. They may compare you to a competitor or other offering, at which point you can differentiate your solution. 2. Bluffing “Oh, I don’t have the money. We’ll need to do it for less.” Sometimes the buyer has the money but doesn’t want you to know that. It’s a ploy to see how low you’ll go. Even if you think this is the case, you never know for sure. As with other money objections, don’t immediately agree to a lower price point. Focus on the value that makes your solution worth it and use this objection as an opportunity to learn more about their priorities and where their budget might be going. 3. Value Challenge “It costs too much. Money is going to be a problem.” The buyer doesn’t see the value your solution delivers. Perhaps they can’t justify spending more than they did previously. This is often a sign you haven’t communicated your value clearly or made the impact case for your solution. 4. Budget Pushback “It’s not in the budget.” This can mean one of several things: (a) It’s true, and they’d like to see what can be worked out. (b) It’s true, and they’re using that as a bargaining chip. (c) It’s not true, and they’re just saying it. Depending on the exact nature of a budget objection, you can respond in several ways.
Written by Mike Schultz Co-Founder and Strategic Advisor, RAIN Group “Sellers might react defensively, further jeopardizing their chances of winning the sale.” Instead: Take the time to listen to the objection fully Don't react defensively Train yourself to ignore any negative emotions you may be feeling Stay focused on what the buyer is saying and the business problem you’re helping to solve Listen with the intent of fully understanding the buyer's concerns without bias or anticipation Allow your body language and verbal confirmations to communicate to the buyer that you're listening intently Read How to Build Rapport in Sales. >> 2. Understand the Objection Completely Many objections hide underlying issues that the buyer can't or isn't ready to articulate. Often the true issue isn't what the buyer first tells you. It's your job to get to the heart of the objection and understand its source. To do this, ask permission from the buyer to understand and explore the issue. From there, restate the concern as you understand it. When you restate the objection, the buyer may see the issue more fully. This is how you can get closer to the true nature of the objection. Even after the buyer confirms you understand perfectly, ask "What else?" and "Why?" questions for clarification. Often, it’s the answer to that last "What else?" that contains the biggest objection you need to overcome to move the sale forward. 3. Respond Properly After you're confident you've uncovered all objections, address the most important objection first. Once you work through the greatest barrier to moving forward, other concerns may no longer matter as much to the buyer. You should do your best to resolve their issue right away if possible. The more effectively you can resolve issues in real time, the greater chance you have of moving the sale forward. If you need more information to resolve a specific concern, you may have to look something up or investigate further. Don't wing it. When buyers sense a seller is ad libbing, it creates distrust. Long-winded responses can seem insincere, too, so keep your responses clear and to the point. 4.
Instead: Take the time to listen to the objection fully Don't react defensively Train yourself to ignore any negative emotions you may be feeling Stay focused on what the buyer is saying and the business problem you’re helping to solve Listen with the intent of fully understanding the buyer's concerns without bias or anticipation Allow your body language and verbal confirmations to communicate to the buyer that you're listening intently Read How to Build Rapport in Sales. >> 2. Understand the Objection Completely Many objections hide underlying issues that the buyer can't or isn't ready to articulate. Often the true issue isn't what the buyer first tells you. It's your job to get to the heart of the objection and understand its source. To do this, ask permission from the buyer to understand and explore the issue. From there, restate the concern as you understand it. When you restate the objection, the buyer may see the issue more fully. This is how you can get closer to the true nature of the objection. Even after the buyer confirms you understand perfectly, ask "What else?" and "Why?" questions for clarification. Often, it’s the answer to that last "What else?" that contains the biggest objection you need to overcome to move the sale forward. 3. Respond Properly After you're confident you've uncovered all objections, address the most important objection first. Once you work through the greatest barrier to moving forward, other concerns may no longer matter as much to the buyer. You should do your best to resolve their issue right away if possible. The more effectively you can resolve issues in real time, the greater chance you have of moving the sale forward. If you need more information to resolve a specific concern, you may have to look something up or investigate further. Don't wing it. When buyers sense a seller is ad libbing, it creates distrust. Long-winded responses can seem insincere, too, so keep your responses clear and to the point. 4. “In this case, your buyer doesn't yet perceive, or doesn't yet admit, the need to solve a problem.” While it can be discouraging to hear a buyer is already working with one of your competitors, this type of objection also means that they see a need for your solution. Some amount of the groundwork for what you can provide has already been done for you. Ask questions to understand their relationship with your competitor. Don’t trash talk the competition, but address any complaints they may have and share how you can handle them better. 2. Pain Points “X isn’t an issue for us.” This objection may be based in need or urgency. To respond, you don’t have to say much. There’s a good chance they’ll keep talking if you prompt them to elaborate on their current priorities and issues. Sometimes, your buyer may be aware of the challenges associated with a certain pain point and are trying to rationalize. More than most, this objection is your cue to discover their needs and work out a solution accordingly. 3. Lack of Understanding “I don’t understand your solution.” Getting additional context is important here. Ask your buyer what, specifically, they don’t understand. When necessary, bring in someone well-versed in the specifics of your offering to help answer questions. If you can’t help them understand in a limited period, it could be a sign that you’re not a good match. 4. Specific Need “We’re looking for a specific feature your solution doesn’t have.” If you’re able to adapt to meet your buyer’s needs, great! Discuss the ways in which you can find a compromise. As always, understanding your full suite of offerings is critical to being able to respond and find a fitting solution. 5. Compatibility “Your product won’t work with X tool or technology.” It can be difficult to move forward if your buyer is reliant on something that isn’t compatible with your solution. However, you can often explore their exact use cases for their existing tools. Their current setup may have a viable workaround or may not be as important to their needs.
Instead: Take the time to listen to the objection fully Don't react defensively Train yourself to ignore any negative emotions you may be feeling Stay focused on what the buyer is saying and the business problem you’re helping to solve Listen with the intent of fully understanding the buyer's concerns without bias or anticipation Allow your body language and verbal confirmations to communicate to the buyer that you're listening intently Read How to Build Rapport in Sales. >> 2. Understand the Objection Completely Many objections hide underlying issues that the buyer can't or isn't ready to articulate. Often the true issue isn't what the buyer first tells you. It's your job to get to the heart of the objection and understand its source. To do this, ask permission from the buyer to understand and explore the issue. From there, restate the concern as you understand it. When you restate the objection, the buyer may see the issue more fully. This is how you can get closer to the true nature of the objection. Even after the buyer confirms you understand perfectly, ask "What else?" and "Why?" questions for clarification. Often, it’s the answer to that last "What else?" that contains the biggest objection you need to overcome to move the sale forward. 3. Respond Properly After you're confident you've uncovered all objections, address the most important objection first. Once you work through the greatest barrier to moving forward, other concerns may no longer matter as much to the buyer. You should do your best to resolve their issue right away if possible. The more effectively you can resolve issues in real time, the greater chance you have of moving the sale forward. If you need more information to resolve a specific concern, you may have to look something up or investigate further. Don't wing it. When buyers sense a seller is ad libbing, it creates distrust. Long-winded responses can seem insincere, too, so keep your responses clear and to the point. 4. “This could be a sign that you haven’t made your impact case clear.” While it can be discouraging to hear a buyer is already working with one of your competitors, this type of objection also means that they see a need for your solution. Some amount of the groundwork for what you can provide has already been done for you. Ask questions to understand their relationship with your competitor. Don’t trash talk the competition, but address any complaints they may have and share how you can handle them better. 2. Pain Points “X isn’t an issue for us.” This objection may be based in need or urgency. To respond, you don’t have to say much. There’s a good chance they’ll keep talking if you prompt them to elaborate on their current priorities and issues. Sometimes, your buyer may be aware of the challenges associated with a certain pain point and are trying to rationalize. More than most, this objection is your cue to discover their needs and work out a solution accordingly. 3. Lack of Understanding “I don’t understand your solution.” Getting additional context is important here. Ask your buyer what, specifically, they don’t understand. When necessary, bring in someone well-versed in the specifics of your offering to help answer questions. If you can’t help them understand in a limited period, it could be a sign that you’re not a good match. 4. Specific Need “We’re looking for a specific feature your solution doesn’t have.” If you’re able to adapt to meet your buyer’s needs, great! Discuss the ways in which you can find a compromise. As always, understanding your full suite of offerings is critical to being able to respond and find a fitting solution. 5. Compatibility “Your product won’t work with X tool or technology.” It can be difficult to move forward if your buyer is reliant on something that isn’t compatible with your solution. However, you can often explore their exact use cases for their existing tools. Their current setup may have a viable workaround or may not be as important to their needs.
Written by Mike Schultz Co-Founder and Strategic Advisor, RAIN Group “When you react too quickly, you risk making assumptions about the objection.” Instead: Take the time to listen to the objection fully Don't react defensively Train yourself to ignore any negative emotions you may be feeling Stay focused on what the buyer is saying and the business problem you’re helping to solve Listen with the intent of fully understanding the buyer's concerns without bias or anticipation Allow your body language and verbal confirmations to communicate to the buyer that you're listening intently Read How to Build Rapport in Sales. >> 2. Understand the Objection Completely Many objections hide underlying issues that the buyer can't or isn't ready to articulate. Often the true issue isn't what the buyer first tells you. It's your job to get to the heart of the objection and understand its source. To do this, ask permission from the buyer to understand and explore the issue. From there, restate the concern as you understand it. When you restate the objection, the buyer may see the issue more fully. This is how you can get closer to the true nature of the objection. Even after the buyer confirms you understand perfectly, ask "What else?" and "Why?" questions for clarification. Often, it’s the answer to that last "What else?" that contains the biggest objection you need to overcome to move the sale forward. 3. Respond Properly After you're confident you've uncovered all objections, address the most important objection first. Once you work through the greatest barrier to moving forward, other concerns may no longer matter as much to the buyer. You should do your best to resolve their issue right away if possible. The more effectively you can resolve issues in real time, the greater chance you have of moving the sale forward. If you need more information to resolve a specific concern, you may have to look something up or investigate further. Don't wing it. When buyers sense a seller is ad libbing, it creates distrust. Long-winded responses can seem insincere, too, so keep your responses clear and to the point. 4.
Written by Mike Schultz Co-Founder and Strategic Advisor, RAIN Group “Sellers might react defensively, further jeopardizing their chances of winning the sale.” Instead: Take the time to listen to the objection fully Don't react defensively Train yourself to ignore any negative emotions you may be feeling Stay focused on what the buyer is saying and the business problem you’re helping to solve Listen with the intent of fully understanding the buyer's concerns without bias or anticipation Allow your body language and verbal confirmations to communicate to the buyer that you're listening intently Read How to Build Rapport in Sales. >> 2. Understand the Objection Completely Many objections hide underlying issues that the buyer can't or isn't ready to articulate. Often the true issue isn't what the buyer first tells you. It's your job to get to the heart of the objection and understand its source. To do this, ask permission from the buyer to understand and explore the issue. From there, restate the concern as you understand it. When you restate the objection, the buyer may see the issue more fully. This is how you can get closer to the true nature of the objection. Even after the buyer confirms you understand perfectly, ask "What else?" and "Why?" questions for clarification. Often, it’s the answer to that last "What else?" that contains the biggest objection you need to overcome to move the sale forward. 3. Respond Properly After you're confident you've uncovered all objections, address the most important objection first. Once you work through the greatest barrier to moving forward, other concerns may no longer matter as much to the buyer. You should do your best to resolve their issue right away if possible. The more effectively you can resolve issues in real time, the greater chance you have of moving the sale forward. If you need more information to resolve a specific concern, you may have to look something up or investigate further. Don't wing it. When buyers sense a seller is ad libbing, it creates distrust. Long-winded responses can seem insincere, too, so keep your responses clear and to the point. 4.
Written by Mike Schultz Co-Founder and Strategic Advisor, RAIN Group “They might also be too quick to abandon the sale entirely.” Instead: Take the time to listen to the objection fully Don't react defensively Train yourself to ignore any negative emotions you may be feeling Stay focused on what the buyer is saying and the business problem you’re helping to solve Listen with the intent of fully understanding the buyer's concerns without bias or anticipation Allow your body language and verbal confirmations to communicate to the buyer that you're listening intently Read How to Build Rapport in Sales. >> 2. Understand the Objection Completely Many objections hide underlying issues that the buyer can't or isn't ready to articulate. Often the true issue isn't what the buyer first tells you. It's your job to get to the heart of the objection and understand its source. To do this, ask permission from the buyer to understand and explore the issue. From there, restate the concern as you understand it. When you restate the objection, the buyer may see the issue more fully. This is how you can get closer to the true nature of the objection. Even after the buyer confirms you understand perfectly, ask "What else?" and "Why?" questions for clarification. Often, it’s the answer to that last "What else?" that contains the biggest objection you need to overcome to move the sale forward. 3. Respond Properly After you're confident you've uncovered all objections, address the most important objection first. Once you work through the greatest barrier to moving forward, other concerns may no longer matter as much to the buyer. You should do your best to resolve their issue right away if possible. The more effectively you can resolve issues in real time, the greater chance you have of moving the sale forward. If you need more information to resolve a specific concern, you may have to look something up or investigate further. Don't wing it. When buyers sense a seller is ad libbing, it creates distrust. Long-winded responses can seem insincere, too, so keep your responses clear and to the point. 4.
Quotes are verbatim and belong to their publishers. Where a quote has been translated, the original wording is kept below it.