“Handling objections,”  “answering objections,” “overcoming sales objections.”  These terms have all been used when training sales reps how to respond to objections.  Contrary to what most training programs teach about how to handle objections, sales trainer and speaker Ari Galper has a very different approach: “Diffusing Objections.”  When you have two minutes, it will be worth your while to watch his videos (below) about “diffusing objections instead of overcoming.”

“Get You Off the Phone” Objection
(Scroll down to see videos)

by Ari Galper

“Forget the idea of “overcoming objections.” Doing that only triggers more resistance from prospects that’s very difficult to diffuse.

“Think about it for a moment. When prospects give a reason why they don’t want to proceed –when they “put up resistance” — you’ve been trained to “overcome” their objections rather than to diffuse their resistance by acknowledging that what they’re telling you is their truth.”

By applying the specific skills recommended by Ari Galper, you diffuse that resistance and remove the conflict from the situation. Here is his process for dealing with objections:

1. Diffuse the objection with “That’s not a problem… (Pause)”

2. Acknowledge the truth of their objection (see the sample language below).

3. Reopen the conversation with “Would you be open to…”

For example, suppose a prospect says, “We already have a vendor.” The path of diffusing and reengaging would go like this:

1. “That’s not a problem…(Pause)”

2. “I wasn’t calling to replace the vendor you’re currently using.” Here, you’re addressing their suspicion that your only focus is on making the sale and on ripping out their relationship with their current vendor. You’re simply asking whether they would be open to different ideas that might help them solve a problem. This diffuses the tension.

3. “Would you be open to some different ideas that you might not be using now?” After the tension is dissolved, this lets you reopen the conversation in a natural way because they clearly understand that your goal is to help them. Then, if things are a match between you, you can decide where to go from there.

Notice the word “open” is used instead of “interested.”  When the sales person asks “would you be interested . . .” The answer can easily be “no.”  Instead, when this question is asked “Would you be open to . . . ” this causes the prospect to think more carefully about the question.

Excellent tips in Ari Galper’s videos about “diffusing” objections. Watch and learn:

Another video with wording to diffuse objections

About The Author

Ann Barr is a telesales marketing success coach with a passion for teaching. She loves helping people who are starting out in new telesales careers and working with experienced sales reps who are looking for new ideas and tips. In addition to presenting monthly e-classes, she writes and edits direct-mail marketing letters and emails for clients. Sign up today for Ann’s free Weekly Sales Tips and get marketing tips and ideas to increase your sales!

“I can quote the best price for you when I know more about your situation,” or . . . “. . . when you tell me what results you are looking for,” or . . . ” . . . how many you usually buy,” or . . . ” . . . whether you are looking for branded or generic,” or . . . ” . . . which type of service you are looking for.”

This way, you will learn what their needs and objectives are and you can talk about the value they will get with your solution before you quote the price. When you think about it, we buy things because the price we pay for something is perceived as being less than dollar value we attach to the result. Whenever you give someone a price quote for anything you should know at least two things.

Questions to Ask

“What is your criteria for making a decision on this?”

“If we meet that, will you buy from us?”

You don’t want to waste your time with price shoppers. What is important is building relationships and getting repeat business.  Ask questions like:  “Aside from price, what else are you considering in your decision?”

Beware of Serial Price Shoppers

If you find you are dealing with a real price shopper, be willing to walk away.  If the sale is based on price alone, the buyer will stay with you only until s/he finds someone who is willing to quote an even lower price. An excellent answer to a price objection is on this page.  It is a true story. How do you handle a price objection?  Share your wisdom with our readers by posting in the Comments section below.

About The Author

Ann Barr is a telesales marketing success coach with a passion for teaching. She loves helping people who are starting out in new telesales careers and working with experienced sales reps who are looking for new ideas and tips. In addition to presenting monthly e-classes, she writes and edits direct-mail marketing letters and emails for clients. Sign up today for Ann’s free Weekly Sales Tips and get marketing tips and ideas to increase your sales!

How quickly you capture a customer’s attention depends on how carefully you choose your words, according to Maura Schreier-Fleming, author of Real-World Selling for Out-of-this-World Results.  Schreier-Fleming recommends staying away from one particular word.

Avoid This Word

“If a customer has a concern, our job as salespeople is to listen, to acknowledge and to hear that concern.  Using the word ‘but’ negates everything you’ve said before it,” warns Schreier-Fleming.  “What your customer hears is the disagreement that precedes an argument.”

Instead, first acknowledge the concern and follow with the word “and.”

For example, your customer might comment that the process you recommend sounds complicated.  You would respond:  “Yes, it is complicated and with our technical assistance . . . ”

Think about how much better the word “and” sounds – in the sentence above – instead of the word “but.”

Prospect’s Objection

“We are happy with our current vendor.”

When hearing this objection, some salespeople begin their response with “Yes, but we can offer you a lower price” or better quality products, or faster delivery, etc.

A more effective way to handle this objection is to use a soft-sell approach that is very successful.

EXAMPLE

“I understand.  Please keep us in mind as a second source.  We specialize exclusively in these products and we always keep them in stock.  If your current supplier is ever back-ordered on an item you need, give us a call.  You can get delivery the next day.  Is it okay if I send you our monthly sale notices?”

This is a non-combative and friendly response.  Instead of a hard sell “buy today” effect, you leave the impression with the prospect that you are there to help.  Most sales people are surprised at how often these lost prospects call back later to order.  Getting permission to send “monthly sale notices” keeps the door open for future calls.

About The Author

Ann Barr is a telesales marketing success coach with a passion for teaching. She loves helping people who are starting out in new telesales careers and working with experienced sales reps who are looking for new ideas and tips. In addition to presenting monthly e-classes, she writes and edits direct-mail marketing letters and emails for clients. Sign up today for Ann’s free Weekly Sales Tips and get marketing tips and ideas to increase your sales!