Handle objections and excuses

Handle Objections and Excuses

Unfortunately, customers often fail to schedule leads because they do not handle objections and excuses.

1. Objections: An objection is a specific concern or worry expressed by a potential customer. These are often well-founded and based on the customer's real concerns or needs. For example, a customer might have objections regarding the price, functionality, or suitability of a product for their specific needs. Objections are valuable as they provide you with an opportunity to address the customer's needs and concerns more precisely.
2. Excuses: Excuses are more like pretexts or reasons that do not necessarily reflect the true reasons why a customer hesitates or declines. They are often vaguer and not directly linked to specific concerns. An excuse might be a customer saying they need to think about it without expressing concrete concerns. Excuses can indicate that the customer is not yet fully convinced or that there are deeper objections they are not directly addressing.

Typical excuses you may encounter in chats and how to handle them:

1. "I see no need for the product/service.“
   Response:
   "That's interesting. Why do you currently see no need? Often, we discover potential together that wasn't obvious before. Let's think about how our offer could create value for you."
2. "We already work with another provider."
   Response:
   "It's great that you already have support. It shows that you are open to improvements. What if our product offers specific advantages that your current provider doesn't cover?"
3. "I need to discuss this with my team/superior."
   Response:
   "That's an important step. How can I support you in preparing for the conversation with your team or superior? Maybe additional information or a demo would help? What's important to the team?"
4. “I am well advised."
   Response:
   "I'm glad to hear that you are well advised. It's always good to have a solid foundation. Could there still be areas where our offer could bring additional value? Let's see if there are any unexplored opportunities."
5. "I have no resources."
   Response:
   "I understand, resources are often limited. Our solution aims to increase your efficiency, saving resources in the long run. Let's think about how we can help you make the most of your existing resources."
6. "I have no interest."
   Response:
   "Thank you for your openness. May I ask what your main interests are currently? Perhaps there are aspects of our offer that haven't been considered and could be interesting for you."
7. "I have no need."
   Response:
   "That's an important point. Why do you currently see no need? Sometimes we discover needs only when we look more closely at the possibilities. Let's discuss how our product could be useful in your specific context."
8. "I'll get back to you."
   Response:
   "Sounds good. To ensure all your questions are answered, when would be a good time for a brief follow-up conversation? This way, we can make sure you have all the necessary information."
9. "I don't need any measures."
   Response:
   1. "Understood, you're satisfied with the status quo. It's always good to be satisfied. Still, would you consider discussing briefly what potential improvements our offer could bring, even if no urgent measures are currently needed?"
   2. "Understood, it's positive to hear that you are satisfied with the current situation. It's important to have a solid foundation. Often we discover additional improvement opportunities when we look at things from a new perspective. What are your future goals? Based on that, we could see if and how our offer could provide value, even if no urgent measures are needed now."
10. "I'm not convinced of the quality of your product/service."
    Response:
    "Understandable, quality is very important. What exactly do you need to be convinced? Maybe we can provide you with testimonials from satisfied customers or offer a sample of our product."
11. "The product/service is too expensive."
    Response:
    1. "I understand, it's an investment in your future. Consider the costs if you don't invest. Imagine how the quality of your work could improve with our product."
    2. "What would our product/service need to deliver to make it worthwhile?"

Additional Tips

1. Probe persistently, for example:
   1. "What speaks against it?"
   2. No support needed/no interest ➔ "Because you already have support or because you don't need any?" etc.
   3. Keep probing.
2. Follow up every 2 months to check if there is now a need, send newsletters, post content, and use the fake event strategy.
   
   Do you need more help? ➔ Our sales coaching offer