Overcoming Common Objections (IB Voice)

Overcoming the Most Common Sales Objections

TTEC SalesPATH

Multiple Choice

The key to active listening is...

• Asking a lot of questions

• Staying engaged while listening to responses

• Listening for key words

• Talking over the customer

Overcoming Common Objections

​Take a Guess, Then Discuss

Let's walk through a few common objections. There may be multiple ways to overcome these objections. You'll have an opportunity to brainstorm why the customer might object, then discuss how to respond.

Open Ended

"We're good. We already have someone and they're doing a good job."

Put yourself in your customer's shoes. Why might they use this objection?

​"We're good. We already have someone and they're doing a good job."

• Don't accept this objection! It isn't real!

• Find out what "good" means to your prospect

• Show the prospect the value of your product or service by explaining how you can resolve those problems for them
  

Open Ended

"Your price is too high."

Put yourself in your customer's shoes. Why might they use this objection?

​"Your price is too high."

• Price is never the issue -- either the prospect doesn't see the value in paying your price to fix their problems or they can't find the money to pay for it

• Get clarity by asking for more information about pricing concerns

• The timing of the objection can impact this as well
  

Open Ended

"Just send me info about I'll get back to you."

Put yourself in your customer's shoes. Why might they use this objection?

​"Just send me info and I'll get back to you."

• Lower resistance by saying "I'd be happy to send you some info."

• Let them know that you have a lot of information you could share but you don’t want to send them something that wouldn’t be relevant

• Ask them what they would like you to send and why

• Ask them when they'd be willing to put time on the calendar to review the info you sent
  

Open Ended

"You're all the same..."

Put yourself in your customer's shoes. Why might they use this objection?

​"You're all the same..."

• Ask what they mean by this

• Talk to them about the challenges they are facing and how you can solve those problems

• When they ask, "what makes you any different?", don't defend but interrupt their buying pattern by saying "I'd be happy to discuss this. How about I share some of the challenges that we help you companies solve and you tell me if any are relevant to your business."
  

Open Ended

"I need to speak to my partner first."

Put yourself in your customer's shoes. Why might they use this objection?

​"I need to speak to my partner first"

• Try to address it upfront before you get to this point

• Ensure you are getting a proper discovery of decision makers

• If it comes up, address it and see if you can uncover any additional hesitations by asking: "What in particular did you want to talk to your spouse about? Is it the price?"

• Direct the customer to find the underlying pain points
  

Open Ended

"This isn't a priority right now"

Put yourself in your customer's shoes. Why might they use this objection?

​"This isn't a priority right now"

• Reduce resistance

• Get clarity on why they don't have urgency and what they are going to do while they keep dealing with the problem

• "Thanks for sharing this with me. When you say you’re going to wait to take care of this, what do you mean and why have you decided to take this approach? What happens if you don’t fix this challenge? Are you ok with this?"
  

Multiple Choice

If the customer says "this isn't important to me right now", you might follow up with:

• What are your company's other priorities right now?

• I'll send you a coupon.

• I can send it over to your email in case you change your mind.

• Thank you for your time, goodbye.

Multiple Choice

If the customer says "we already work with (competitor)", what might you say next?

• That stinks! Okay, bye!

• May I have the opportunity to show you how we are different?

• Can you help me understand a little bit more about why you chose them?

• May I ask how your experience has been so far with them?

Way to Go!

Objections aren't your enemy, they're opportunities for greatness!