Dealing with Objections
Cold calling remains a cornerstone of sales strategies across all industries, despite the ever-changing world of digital communication.
The reason? Its potential for immediate, dynamic interaction is unmatched. However, this approach is not without its challenges. You will often encounter objections from prospective clients.
Understanding and skillfully handling these objections can significantly improve your success rate. Our people at Levelup Leads deal with some of these objections daily. Let’s discuss the most common ones we face and how to deal with them.
“I’m too busy to talk right now.”
Time constraints are common, but they don’t always signify disinterest. What we do at Levelup Leads is we acknowledge their busy schedule and find a better time to talk.
Example: No problem. When’s the best time to talk for a few minutes and see if we can help your sales team close more deals?
If they have a problem we can fix. (ask probing questions)
Example: Fair enough, how many sales reps do you have or is it just you?
Example: Do you wish they had more opportunities to close more deals?
“You should be talking to someone else.”
Reaching the wrong contact can be turned to your advantage by asking for a referral to the correct person. This approach not only saves time but also lends credibility to your next call, especially if you can mention the referrer by name.
“Can you just send me an email?”
This objection could arise for various reasons: preference for emails over calls, a busy schedule, or a polite dismissal. The key lies in discerning the underlying cause. If the prospect prefers email, use this as an opportunity to ask a couple of probing questions to get more information on possible needs.
First you want to confirm you will send more information, and then ask a qualifying question.
Example: Sure, I can send more information over. Can I ask real quick if you have a sales team or doing all the sales yourself?
Second, if they respond you should follow up with one more key question relevant to your qualifying process.
Example: Ok, I see…so it would make more sense for them to have more opportunities to sell?
Example: Ok, so having someone handle prospecting and identifying interested individuals would probably significantly reduce your workload?
“We’re already working with another provider.”
This objection is an opportunity to learn what your offering will need and how to differentiate your offering.
First you want to understand what the prospect appreciates about their current partner, gaining insights for your own pitch. By not challenging their existing choices, you build trust and reduce sales resistance.
Example: What parts of their service or product do you like the most?
Second, explore areas where their current service could improve.
Example: Is there anything you wish your current provider did differently or better?
Now you want to bridge the gap between YOU and the current provider.
Example: If you could keep everything you liked about your current provider and also get the improvements you were looking for would it be worth at minimum learning more about so you can compare?
“We’re satisfied with our current process.”
Hearing a prospect is content with their existing solutions may seem like a dead end, but it’s actually an opening to delve deeper. Encourage them to discuss what they like about their current process, which can reveal pride in their achievements and possibly uncover aspects that could be improved. This approach not only builds rapport but also helps identify potential pain points.
First you want to acknowledge their satisfaction:
Example: That’s great your current process is running so well. What about it makes it run so well?
If they answer positively next you would want to dig deeper:
Have you encountered any challenges or areas for improvement within your current process?
If they open up and provide some pain points:
If I could fix or help with these areas by doing (xyz) would this be worth learning more about?
“What’s the cost?”
Price inquiries early in a conversation can be tricky, especially when the value of your offering hasn’t been fully communicated. We often try to explain that pricing is tailored to each client’s specific needs and we suggest a more detailed discussion to understand their requirements better. This response can pique their interest and open the door to a deeper engagement during a follow-up call.
If they bring up pricing early in the conversation you want to acknowledge but use that moment to find any other core issues they want to solve and provide value.
Example: I appreciate you bringing that up but before we discuss the numbers, may I ask you a quick question? I get the feeling that price might be the only factor for you when making this decision. Is that the case here?
This forces them to give you an answer and there are only a few potential answers.
Yes price will be the main or only factor or no its not the only factor.
If yes it probably will not be a good fit and if no, we can dive deeper into what these other factors are and provide more value.
“The timing isn’t right.”
Timing issues, such as budget constraints or existing contracts, might delay potential deals but don’t discount these prospects. Use this opportunity to learn more about their organization and future needs. Staying informed allows you to re-engage at a more opportune time with relevant insights.
Example: When we touch base again in the future, what do you anticipate will have changed or evolved in your organization’s needs or situation?
“We’ve tried something similar before, and it didn’t work out.”
Prospects who’ve had a bad experience with a similar product or service in the past might be hesitant to try again. This objection opens up a dialogue for understanding their past challenges and disappointments.
At Levelup Leads we try to use this as an opportunity to highlight what sets our offering apart and how we’ve successfully addressed such concerns for other clients. Demonstrating empathy and a commitment to solving their specific problems can help rebuild trust and open their minds to giving your solution a chance.
Example: You mentioned having a bad experience? Could you share more about that?
This will allow you to talk specifically about the problems they faced and address them head on.
At the end of the discussion you should always offer references or case studies to help close the deal.
“I need to consult with my team before making any decisions.”
This is a common objection that can either be a genuine need for team consensus or a polite way of deferring the decision. Acknowledge the importance of collaborative decision-making and offer to provide additional information or a demonstration that can be shared with their team.
At Levelup Leads we often suggest a follow-up meeting where we can address the team’s questions directly, which can also be a productive way to engage multiple decision-makers and influencers within the organization, increasing the chances of moving the conversation forward.
Encountering a negative emotional state
Sometimes, the challenge isn’t what’s said but the tone in which it’s conveyed. If a prospect seems upset or disinterested, it may be best to acknowledge the inconvenience and suggest reconnecting at a later time.
People’s circumstances and moods change, and a call on another day might yield a completely different result.
Conclusion
Cold calling objections are not roadblocks but rather signposts guiding the conversation. Each objection offers insight into the prospect’s needs, preferences, and concerns. By listening carefully and responding thoughtfully, you can navigate these objections and build meaningful connections that could lead to successful sales outcomes.
