Dealing with Objections and Keeping Conversations Going

Chapter 21 – Dealing with Objections

• I do not have time right now.
• What is this in regards to?
• Is this a sales call?
• I am not interested.
• We do not have budget/money right now.
• We already use somebody for that.
• We are not looking to make any changes right now.
• Just send me your information.
• Call me back in X months.

Core Concepts
3 Objection Handling Options
Objection Responses

Goal is to Keeping the Conversation Going

Understand the Prospect
They want to get rid of you
They think you are a salesperson
They don’t want to be sold to
They think they do not need what you are selling
They are not in “buying mode”

Do Not Sound Like a Salesperson
Trying to Sell Something

Initial Contact
Meeting
Presentation
Don’t Sell the Product, Sell the Meeting

Disarm and Educate
[Not selling] I understand. And I want you to know, I
am not reaching out to you to try to sign you up or sell
you anything.
[Sales process] More so, we are just looking to open
the dialogue between our two companies and have an
initial conversation.
[Sales takeaway] I don’t even know if you fit well with
what we provide or not.

Option 3 – Deflect the Objection

Objection Handling Options
Option 1 – Comply
Option 2 – Overcome
Option 3 - Deflect

Product
• Web Design Services
Features
• Build new websites
• Website changes
• Search engine optimization
• Graphic design
Product

Value Points
• Improve the design, traffic, and
conversion rates for their website
• Improve website conversion rates
• Increase website traffic
• Improve search engine optimization
(SEO)
• Generate more leads through their
website
• Increase the amount of revenue that
they are able to generate through their
website
Product
• Web Design Services
Features
• Build new websites
• Website changes
• Search engine optimization
• Graphic design
Product Value

Value Points
• Improve the design, traffic, and
conversion rates for their website
• Improve search engine optimization
(SEO)
• Generate more leads through their
website
• Increase the amount of revenue that
they are able to generate through their
website
Product Value Pain
Pain Points
• Website is not performing and producing the
type of results that are needed
• Website conversion rate could be better
• Need to find a way to increase website traffic
• There is not enough traffic coming to the
website through organic SEO (search engine
optimization)
• It can be difficult to get the website to generate
enough leads
• It can be difficult to find ways to get more
revenue out of web traffic

Pain Points
• Website is not performing and producing the
type of results that are needed
• There is not enough traffic coming to the
website through organic SEO (search engine
optimization)
• It can be difficult to get the website to generate
enough leads
• It can be difficult to find ways to get more
revenue out of web traffic
Product Value Pain
Pain
Questions
Pain Questions
• How do you feel about the current design and
layout of your website?
• How important is it for you to improve your
website conversion rates?
• How much of a priority is it for you to increase
your website traffic?
• How well is your website doing with being found
through search engines?
• How important is it for you to get more leads
through your website?
• How motivated are you to find new ways to get
more revenue out of your website traffic?

Sales
Process
Value Pain
Pain
Questions

Deflect to Sales Process
Oh, OK. I can be very brief or I can call you back at another time. Which would work better
for you?
OR
Oh, OK. When is the best time for me to call you back?
I am busy right now.

What is this in regards to?
Deflect to Value Points
Well, the purpose for my call is that we businesses to:
• Improve the design, traffic, and conversion rates for their website
• Improve search engine optimization (SEO)
• Generate more leads through their website
• Increase the amount of revenue that they are able to generate through their website

Is this a sales call?
Deflect to Value Points
Well, the purpose for my call is that we businesses to:
• Improve the design, traffic, and conversion rates for their website
• Improve search engine optimization (SEO)
• Generate more leads through their website
• Increase the amount of revenue that they are able to generate through their website

I am not interested.
Deflect to Pain Questions
I understand. If I could ask you real quick:
• How do you feel about the current design and layout of your website?
• How important is it for you to improve your website conversion rates?
• How much of a priority is it for you to increase your website traffic?
• How well is your website doing with being found through search engines?
• How important is it for you to get more leads through your website?
• How motivated are you to find new ways to get more revenue out of your website traffic?

I am not interested.
Deflect to Pain Points
I understand. When I talk with other businesses, they often have challenges with:
• Website is not performing and producing the type of results that are needed
• There is not enough traffic coming to the website through organic SEO
• It can be difficult to get the website to generate enough leads
• It can be difficult to find ways to get more revenue out of web traffic
Are you concerned about any of those areas?

Just send me your information.
I can certainly do that. So that I know what best to send to you, can I ask you real quick.

Deflect to Current Environment Questions
I can certainly do that. So that I know what best to send to you, can I ask you real quick.
• Who are you currently using today?
• How long have you been with them?
• How is everything going?
• What are some things you like about what they provide?
• What are some things that you think could be better?
• If you could change one thing about their product/service, what would it be?
• When was the last time you considered other options in this area?
• (Sizing Question) How many _____ do you currently have?
• Are you the right person to discuss this area with?

(late in a call)
Sure, I definitely can. Actually, there is a lot of information that I can send over to you. If
you have some questions about anything, it might be easier and quicker to have a brief
conversation with over the phone on another day instead of me sending over a bunch of
information.

We already use someone for that.
Deflect to Current Environment Questions
Oh, great.
• Who are you currently using today?
• How long have you been with them?
• How is everything going?
• What are some things you like about what they provide?
• What are some things that you think could be better?
• If you could change one thing about their product/service, what would it be?
• When was the last time you considered other options in this area?
• (Sizing Question) How many _____ do you currently have?
• Are you the right person to discuss this area with?

Oh, great.

We do not have budget/money to spend right now.
I understand. And I want you to know that I am not reaching out to you to try to sign you up
or sell you anything. More so, we are just looking to open the dialogue between our two
companies and have an initial conversation.
We would like to learn a little more about you and possibly share some information about
us. That way, when you begin your budget planning or when your budget opens back up,
you can know who we are and how we can help.
Are you open to having a brief conversation at some point? It does not have to be this week
or next, we are not going anywhere.

We are not looking to make any changes right now.

I understand. And I want you to know, I am not reaching out to you to try to sign you up or
sell you anything. More so, we are just looking to open the dialogue between our two
companies and have an initial conversation.
We would like to learn a little more about you and possibly share some information about us
if it makes sense. That way, when you ready to look closer at this, you can know who we
are and how we can help.

Call me back in X months.
I can certainly do that. But I want you to know that I am not reaching out to you to try to sign
you up or sell you anything. More so, we are just looking to open the dialogue between our
two companies and have an initial conversation.
We would like to learn a little more about you and possibly share some information about
us. That way, when you ready to look closer at this, you can know who we are and how we
can help.

Call me back in X months.
I can certainly do that. When I talk with other businesses, they often have challenges with:

Value Statement
Pre-Qualifying Questions
Common Pain Examples
Company and Product Info
Introduction
Close
Call Script

Overcome Responses
Step 1 – Get to the root
Step 2 – Capture the full picture
Step 3 – Present your case
Step 4 – Identify if showstopper

Building an Objections Map
• Tool to build to use as a guide for dealing
with objections
• List out anticipated objections
• Formulate best responses
• Can include redirects and overcome
responses
• Can be organized to have cold call
responses and meeting responses

• When a call ends, reflect on what objections the prospect had
• Identify how you responded and if your responses were effective at keeping the call going
• Was there a response that could have been better?
• What questions could have been asked to keep the call going and gather more information?
• Update objections map
– Add new objections
– Improve existing responses
Reflect Back to Improve Forward

Key Takeaways
• Don’t sound like a salesperson
• Sell the meeting, not the product
• Deflect the objection
• Improve your level of preparation

Dealing with Objections and Keeping Conversations Going

Recommended

Recommended

More Related Content

What's hot

What's hot (20)

Similar to Dealing with Objections and Keeping Conversations Going

Similar to Dealing with Objections and Keeping Conversations Going (20)

More from SalesScripter

More from SalesScripter (20)

Recently uploaded

Recently uploaded (20)

Dealing with Objections and Keeping Conversations Going

Editor's Notes