Objection Rebuttals that Defuse Common Sales Objections
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In B2B sales, you will face the same objections again and again: – What is this in regards to? – Is this a sales call? – I am not interested. – Just send me your info. – We are already using someone right now. – We do not have any budget right now. – We are not looking at making any changes right now. – Call me back in X months. If you would like to get some new ideas of what to do and say when these come up, join us for our webinar on “Objection Rebuttals that Defuse Common Sales Objections”. Being able to make some positive changes in this one area should create big improvements in your ability to get meetings and generate leads.
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Objection Rebuttals that Defuse Common Sales Objections
- 1. Objection Rebuttals that Defuse Common Sales Objections Michael Halper Founder and CEO SalesScripter
- 2. • I am busy right now. • What is this in regards to? • Is this a sales call? • I am not interested. • Just send me some information. • We already use somebody for that. • We are not looking to make any changes right now. • We do not have budget/money to spend. • Call me back in X months.
- 3. 3 Objection Handling Options
- 4. Option 1 - Comply
- 5. Option 2 - Overcome
- 6. Option 3 – Deflect the Objection
- 7. 4 Concepts to Discuss Before Looking at Objection Responses
- 8. Understand the Prospect Why They Use Objections • 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”
- 9. Try to avoid sounding like a salesperson that is trying to sell something.
- 10. Sales Process Initial Contact (First time to speak) Cold Call Inbound Call Email Event 2 to 5 minutes 80% on prospect 20% on you First Conversation (Appointment/Meeting) Phone Call Face-to-Face Discovery 20 to 30 minutes 50% on prospect 50% on you First Meeting (Presentation) Discovery Presentation Demonstration 1 to 2 hours 20% on prospect 80% on you • Goal is to get to a presentation • Try to further qualify • Deflect or Overcome Objections • Goal is to get to the meeting • Try to pre-qualify • Deflect Objections • Goal is to close (Sale or agreement to move forward) • Overcome Objections
- 11. Product Selling Sales Pitch Consultative Selling Sales Pitch Company Product Features Pricing Goal: Closing sale Benefits (Value) Common problems (Pain) Questions probing for problems (Pre- Qualify) Customer examples (Name Drop) Differentiation (Product) ROI (Product) Goal: Starting conversation
- 12. Your Product 1. Web Design Services Features 1. Build new websites 2. Website changes 3. Search engine optimization 4. Graphic design Product
- 13. The Value You Offer 1. Improve the design, traffic, and conversion rates for their website 2. Improve website conversion rates 3. Increase website traffic 4. Improve search engine optimization (SEO) 5. Generate more leads through their website 6. Increase the amount of revenue that they are able to generate through their website Your Product 1. Web Design Services Features 1. Build new websites 2. Website changes 3. Search engine optimization 4. Graphic design Product Value
- 14. The Value You Offer 1. Improve the design, traffic, and conversion rates for their website 2. Improve website conversion rates 3. Increase website traffic 4. Improve search engine optimization (SEO) 5. Generate more leads through their website 6. Increase the amount of revenue that they are able to generate through their website Product Value Pain The Pain You Help Resolve 1. Website is not performing and producing the type of results that are needed 2. Website conversion rate could be better 3. Need to find a way to increase website traffic 4. There is not enough traffic coming to the website through organic SEO (search engine optimization) 5. It can be difficult to get the website to generate enough leads 6. It can be difficult to find ways to get more revenue out of web traffic
- 15. The Pain You Help Resolve 1. Website is not performing and producing the type of results that are needed 2. Website conversion rate could be better 3. Need to find a way to increase website traffic 4. There is not enough traffic coming to the website through organic SEO (search engine optimization) 5. It can be difficult to get the website to generate enough leads 6. It can be difficult to find ways to get more revenue out of web traffic Product Value Pain Qualify Questions that Probe for Pain 1. How do you feel about the current design and layout of your website? 2. How important is it for you to improve your website conversion rates? 3. How much of a priority is it for you to increase your website traffic? 4. How well is your website doing with being found through search engines? 5. How important is it for you to get more leads through your website? 6. How motivated are you to find new ways to get more revenue out of your website traffic?
- 16. Value Statement Pre-Qualifying Questions Common Pain Examples Company and Product Info Introduction Close Call Script
- 17. Deflect to Sales Process Oh, OK. I can be very brief or I can call you back at another time. OR Oh, OK. When is the best time for me to call you back? I am busy right now.
- 18. 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 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
- 19. 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 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
- 20. I am not interested. Deflect to Pre-Qualifying 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?
- 21. Just send me your information. Deflect to Pre-Qualifying Questions I can certainly do that. So that I know what best to send to you, can I 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?
- 22. Just send me your information. (late in a call) Deflect to Sales Process 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.
- 23. We already use someone for that. Deflect to Current Provider Oh, I see. • How long have you been using them / with them / purchasing from them? • How is everything going? • What are some of the 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?
- 24. We already use someone for that. Deflect to Pre-Qualifying 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?
- 25. We already use someone for that. Deflect to Pain Points I understand. Sometimes when we talk with other businesses, we have noticed that they often express challenges with • 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 • 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?
- 26. We are not looking to make any changes right now. Deflect to Pre-Qualifying 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?
- 27. We are not looking to make any changes right now. Deflect to Pain Points I understand. Sometimes when we talk with other businesses, we have noticed that they often express challenges with • 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 • 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?
- 28. We are not looking to make any changes right now. Deflect to Sales Process 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.
- 29. We do not have budget/money to spend right now. Deflect to Pre-Qualifying 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?
- 30. We do not have budget/money to spend right now. Deflect to Pain Points I understand. Sometimes when we talk with other businesses, we have noticed that they often express challenges with • 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 • 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?
- 31. We do not have budget/money to spend right now. Deflect to Sales Process 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 begin your budget planning or when your budget opens back up, you can know who we are and how we can help.
- 32. Call me back in X months. Deflect to Pre-Qualifying Questions I can certainly do that. But 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?
- 33. Call me back in X months. Deflect to Pain Points I can certainly do that. Although, sometimes when we talk with other businesses, we have noticed that they often express challenges with • 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 • 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?
- 34. Call me back in X months. Deflect to Sales Process I can certainly do that. But 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.
- 35. Optional Defusing Language 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. OR 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. I don’t even know if you fit well with what we provide or not.
- 36. Value Statement Pre-Qualifying Questions Common Pain Examples Company and Product Info Introduction Close Call Script
- 37. 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
- 38. Reflect Back to Improve Forward • 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? • Update objections map – Add new objections – Improve existing responses
- 41. SMART Sales System Sales Methodology Software Platform Professional Services
- 42. SMART Sales System Sales Methodology Software Platform Professional Services
- 43. SMART Sales System Sales Methodology Software Platform Professional Services Sales Training • Recorded Training Videos • Live Sales Training (virtual) • Live Sales Training (in-person) • Custom Sales Training
- 44. SMART Sales System Sales Methodology Software Platform Professional Services • Sales Pitch Builder • Library of Scripts and Templates • CRM Functionality • Email Automation
- 45. SMART Sales System Sales Methodology Software Platform Professional Services Sales Consulting • Sales Pitch Development • Sales Process Mapping • Script Assessment Sales Coaching • One-on-One Sales Coaching • Weekly coaching • Coaching Hour Blocks
- 46. • By creating clarity for what to say and do, we will help you (your salespeople) to be SMART. • By asking good questions, you will appear SMART. • By appearing SMART, you will be able to make a better impression with the prospects you talk to. • Having more information will make you SMART and this will help you to make better decisions regarding what you do with your time and the prospects your pursue. • By making SMART decisions, you will be more able to use your time wiser and get the most out each day and week. • By being SMART, you will position yourself to sell more and your job will be easier and less stressful. SMART Sales System
- 47. SMART Sales System Pricing • Software - $49 per user per month (40% discount for annual subscription) • Sales Training – No cost on YouTube • Scripter Walk-Through (2 hour engagement to create your pitch) - $200 For $249, you will get a full library of sales scripts, emails, and tools
- 48. Contact Us Michael Halper Founder and CEO SalesScripter mhalper@salesscripter.com @salesscripter
Editor's Notes
- Before we go any further, let’s clearly discuss what objections are. Objections are a prospect’s best weapon when they answer your cold call. They are statements or questions that the prospect will throw at you and they are like mini stops signs that the prospect will hold up. They use to try to take a control of the call and take it in a direction of their choosing. And if they begin to feel like you are selling something when they are not looking to buy, they will want try to end the call and will use objections to get there as soon as possible. Now let’s take a look at common objections and ones that you are just about guaranteed to run up against. I am busy right now. Who are you with? What is this in regards to? I am not interested. Just send me some information. We already use somebody. We are not looking to make a change right now. We do not have any budge to spend. Those are eight objections that consistently come up. You could maybe tweak those for your situation, and add a couple that are specific to your products, you would have a complete list of objections to be prepared for. As part of this training, we will explain these one at a time and show you how to get around them.
- Now that we have outlined some of the objections that we are likely to face and we have talked about some ways to respond, we can now build a tool called an objections map. This is basically a document that lists out your anticipated objections and then shows you the response for each that has the best chances of keeping the call going. The tool basically can then be used as a guide or a map that tells you what to do when on the phone. This tool can drastically improve your results and it is pretty easy to build, just list out your anticipated objections, then formulate the best responses. And we have spent a lot of time talking about redirecting, but your objections map could also include responses to overcome objections in case there are times to use that approach.
- This last step that we will discuss is what will be needed to achieve mastery in this area and this is to reflect back on cold calls after they end. Right after a call ends, spend a few seconds to identify what objections the prospect had. Think about how you responded and if your responses were effective at keeping the call going. This is basically a learning and fine tuning step and we are trying to identify if the response that we gave was not effective, would there be one that would have been better. From there, we can work to update the objections map. It could be the case that the objections we faced were not on there and we need to get them on there. Or may we need to tweak our responses to ones that might work a little better. Remember, these objections are going to come up again and again. And by reflecting back, we can improve moving forward.