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3 Things not to do when dealing with Objections from your customers - Steve Marsten


This week I spoke to a client who was feeling down because she had several people complain about her service.


Of course handling objections can be frustrating, annoying and it saps your energy. But an objection can also be the opening you have been looking for to enhance your position in the sales process. When objections occur we need to take a deep breath and welcome the opportunity to rewind and take up the challenge to clarify what’s holding up the chance for you to provide your solution for the problem the customer has raised.


Objections are part of your business. They are not necessarily the end of the discussion (unless you let them be). If you understand why people object then you are on the road to discover how to handle objections. This takes time and is well worth the investment.


So why do customers object to your solutions and offers?


- They don’t know what they don’t know: “That problem has not arisen yet”

- A specific concern: “That’s not in the budget for this year” or “It costs too much”

- A preference for a pre-determined outcome: “Our current supplier can look after that for us” or “Our internal team can solve that issue”

- A preconception: “Our existing arrangements are satisfactory”

- Lack of urgency to act: “That’s not high on my list of priorities right now”

- Honest ignorance: “I don’t know what you are talking about”

Dealing with objections successfully means we need to know what not to do.


1. Argue

When you argue there is always a winner and loser. In sales sometimes you can win the argument and lose the deal! Ask permission to put an alternative or clarifying view or new information. An objection even gives you the opportunity to present existing information in a new way.


2. Be patronising or belittling

Treat people as you would like to be treated, as an equal. People don’t like to be looked down on or treated in an inferior manner. Despite all the knowledge you need to have, let people think their views and opinions count.


3. Over-emphasise the negative aspects of any deal

Sometimes people get swept up in an emotional tangle and can lose sight of what they really want or need from you. So don’t be afraid to ask the simple question, “When you came to me what was it you wanted me to achieve for you?”


It’s always good to keep a note of the objections you encounter. Take time (ideally with your team) to write down the answers you know or are using for these specific objections. Do you need to discover better answers or create new answers? Give the team a call at UHY Haines Norton on 4972 1300.

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