Handling objections

Sometimes when we speak to new customers, it can be difficult to know how to respond to their objections.

But when a customer expresses doubt it can be a perfect opportunity for us to explain the value we add and our USPs – because knowledge builds trust, and trust builds strong relationships.

There are some general guidelines to keep in mind when preparing yourself for a call:

The purpose of the call is always to learn and understand the customer and their unique needs.
The conversation should focus more on them than on us. It is very painful and boring as a customer to listen to a supplier talk about things that are irrelevant to them, so we need to avoid that as long as possible. Once the needs are identified, we can start talking about how we can help them in the best way.
Use open questions to get maximum information.

We have listed some common objections when Warm Calling below. Of course, there is not one correct way to respond to an objection – everything depends on the need of the customer. The responses below will never work with all customers, but hopefully they can be used as inspiration when Warm Calling, in case you ever get stuck. How would you respond to them?