Strategies for Handling Customer Objections

One of the most challenging aspects of being a sales person is overcoming objections. Many sales people hear an objection as a personal attack. Instead, it should be considered a question.

Most salespeople think objections are a bad thing, but they are actually a good sign.

When customers raise their concern, it means they’re giving you a chance to answer it. A customer is looking for the sales person to convince them, so they can justify the purchase.

If they weren’t interesting in buying your product, they wouldn’t bother to object.

The best strategy to avoid customer objections is to diagnose the customer’s needs before making recommendations. This means that you need to ask the customer questions including:

  • Who is the product for?”
  • “What will the product be used for?”
  • “Will you also be using the product for…”
  • “When are you intending to purchase?”
  • “How much is your budget?”

Many sales people go straight to recommending products as soon as a customer asks for recommendations.

Answer the objection to the best of your ability with your knowledge of the products. In your answer, address the individual needs of that customer and communicate the value and benefits the customer will receive.

Remember to use customer friendly language and avoid technical jargon.