Types of Sales Objections and How to Deal with Them
Customers have a lot of objections and some of them are very difficult to handle. Sales objections are hidden concerns of your customers. By expressing concerns, clients try to communicate about their needs and pains. The reasons for objections can be different, but your goal is to address all of them because sales volumes depend on customers’ willingness to purchase your services/products.
Sales objections usually revolve around several issues such as quality of services, professionalism, risks, and price. Let’s consider the most common ones along with the ways you can overcome them and persuade your customers to buy.
Objections Related to Price
Price is among the most frequently faced sales objections. To avoid this, you can propose several alternatives for different budgets. For example, companies offering online subscriptions have several plans, such as “Silver”, “Gold”, and “Platinum”. Each plan is prepared for different groups of customers. Having a few alternatives helps you provide clientele with the opportunity to choose the exact offer that fits his or her particular needs without feeling awkward.
Another approach to address sales objections related to price is to teach salespeople to build the value of product or service by explaining the price set. To do so your sales representatives need to explain the benefits or problems your product/service helps solve.
The quality of services or products ranks second in the list of objections. Typically, the related concerns are caused by the uncertainty regarding staff expertise and compatibility of your product/service.
To address these, you can provide more information about your product/service. For example, if customers express concerns regarding quality, you can share information related to your suppliers, materials you use in operation processes and/or innovative technologies involved. The concerns related to staff training can be eliminated by providing certificates that justify your team’s qualifications. Also, the time your company operates on the market will add points to your rating. The compatibility issue can be addressed by placing value of your products/services on your website and other sources where customers can access it (forum, chat, blog, etc.). Don’t forget to place your current clients’ feedbacks that confirm your expertise and quality.
Concerns Related to Credibility
These are the most complicated to be addressed. Companies spend years to develop trust in customers and prove their credibility. If customers express concerns regarding legitimacy, you can address them by placing your certificates, patents or information related to your business partners. Sometimes small companies cooperate with their larger counterparts to build credibility. For example, a few small enterprises in Southeast Asia manufacture components for the global manufacturer of smartphones – Samsung.
There must be a balance in the attempts to sell your product/service. Undoubtedly, you should remind clients about your company from time to time to encourage them to make a purchase. However, you should not be excessively persistent as it may make an adverse impact on their buying intentions. Remember that the closer the end of the deal, the more pressure customers feel. You need to develop several selling approaches and try each of them to reveal the most effective patterns. It’s worth mentioning that customers are different and each approach may lead to various results.
You should remember the reasons why customers behave in a particular way and reassure them that your products/services are noteworthy. It’s important to develop clear and logical explanations to motivate clients to buy. Also, bring the benefits of your product/services to the table and fill the gaps in information. In general, you need to reframe objections and let customers understand the bigger picture.
Customers sometimes panic as well, but this is a good sign. By helping them understand the value of your product/service, you’re one step away from closing the deal. A successfully handled objection paves the way to shaping a purchasing decision.
Originally published 2021.01.11 , updated 2021.01.19