Objections from customers can be difficult to overcome, but with the right training objections become part of the normal sales conversation. You must be able to handle multiple types of objections, but you will find that you also have many different ways to handle them. You may want to start by learning a few techniques and then start adding more as you master these methods.



1. Boomerang

Bounce back to them the objection. Take what they say and use it to get them closer to the objective. By using what they say, you are saying that they are right. And when you attach what you want to what they say, then by association, what you want is right.

2. Objection chunking

You take a wider or narrower view than their objection. This helps the customer see the situation from a different perspective. Taking a different perspective has a dual effect, first of re framing to create a different attention and a new understanding, and secondly of distracting from what might be a difficult issue to resolve.

3. Conditional Close

Here you are accepting the objection and getting them to agree to purchase the item if you can resolve the objection. If they say they want a red one, you say if I can get you a red one will you purchase it today.

4. Curiosity

Don't ask ‘why', but act curious as to why the objection exists so they have an opportunity to explain the issue. This gives you the information you need to resolve the objection and make the sale. You are no longer threatening because you are only curious and exploring why and not being the hard closer.

5. Deflection

Avoid responding to the objection by letting it pass without comment. By accepting their objection you are accepting them as a person, and the additional harmony and rapport created may be enough to overcome the objection.

6. Feel, felt, found

Talk about how they feel and then mention how others have felt. This method identifies the feelings of the customer and then attaches those same feelings to others so they are part of the group. Then you show how others changed their mind and this allows them to change their mind too.

7. Humor

Respond with humor instead of frustration. This takes the pressure off of the moment and allows them to relax so you can continue the conversation. This also allows you to relax because objections can get frustrating at times.

8. Justification

Confirm their objection by saying how reasonable the objection is. Then you can follow-up by saying it may appear that way or it seems that way and then show them the value of the product or service you are selling. You have now justified their concern and then showed why it really shouldn't be a concern.

9. Objection writing

As they put their objections out, write them down. Now as you handle each objection cross them off. This shows the customer that you are listening and you want to cover all of their concerns. You can then show them that all of their concerns aren't really concerns and they have no reason to not purchase today.

10. Pre-empting

You can handle the objections before they come up. If you find that many people have the same objection, you can bring it up first and then brush it away. The objection is then already handled so the person has to come up with something else. Be careful with this one because you may find that you bring up objections that the person had not considered.

In summary, you have ten great ideas to get you started on handling objections. You will find as you use them that they can be used together also. You will want to practice them and have them ready to go at a moments notice.