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Objection Handling

It is a good sign when a prospective customer begins to raise objection. Objection implies:

  1. Customer is actively engaged in listening to what you are saying

  2. Customer is seriously evaluating options

Objections should be expected. Most common objections should be thought before the actual pitch. For example, if you are selling a cleaning service common objections could be:

  1. I am working a lot, I don't want to be bothered during work hours

  2. I am allergic to cleaning products

  3. I don't want strangers going though my belongings

  4. I take care of my home, it is clean

  5. Your service is too expensive

  6. I don't need a cleaning service

Unpacking objections:

  1. When someone does not want to give you time, it is a combination of weak value proposition and a sign that a customer views your service as an inconvenience. The best approach to handle this objection is to demonstrate during the pitch that you are flexible and can perform service during the hours required. If the objection still comes around after the pitch, reinforce that the service can be completed on the customers schedule.

  2. An objection like being allergic or other valid reason why a product cannot be delivered is a valid concern. If your costumers frequently raise this type of objection it is best to work it in right into a pitch as a value proposition. For example, during the pitch highlight that you can use vinegar rather than cleaning products. However, if this objection is not frequent, it is not wise to spend customers short focus span on a feature that most will not find important. In that case, it is ok to wait until the customer brings the objection after a formal pitch.

  3. Customer's lack of trust is a common objection no matter what the product is. It is a signal that you have not built a relationship enough. One way of overcoming this objection, is to demonstrate your credibility through designations that you or your product may have, positive reviews from previous customers, or recognition that you or your product may have received in the past.

  4. Another common example in retail sales is when a customer performs a service you are offering themselves. When this objection is raised do not insist that you can do the same job better. This will insult a customer because they always think that their work is superior. Instead, talk about what other things they can do in their free time rather than performing work that you can do for them. Also, point out some unpleasant aspects of performing job themselves; like cleaning toilets if the cleaning service is used. Wouldn't it be better if those unpleasant tasks got taken care of by someone else?

  5. Affordability is a legitimate objection. This signals that there is not enough value in your product for a customer to make a purchase. To avoid this objection use a trial close described in one of our sections.

  6. If someone objects thinking they do not need your product; stop the pitch. This is an objection you will not overcome because a customer does not see value in your product. Before pursuing next opportunity you have to revaluate your product and your value proposition because you may either be pitching uncompetitive product or not communicating the value of the product clearly.

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