Handling objections is sort of like playing tennis: there is a lot of going back and forth between the players. The prospect states an objection, the salesperson repeats it to the prospect, the prospect will restate it and so on until the salesperson, hopefully, clarifies what the real objection is to the prospect.
One of the exercises I enjoy working with when training a sales team is exploring their customer’s objections. Objections are a part of the sales process; it’s often said that without them there is no sale.
I always start by having the members of the sales team individually write down the top five objections that they hear from their customers. Once they have their top five, I ask them to list any other objections that they hear from prospects.
The point of the exercise is to have each salesperson isolate the most common and likely reason that the customer will have for delaying the buying decision, or not buying at all, and then develop the best and most appropriate answers to each of those objections.
Every time I run this exercise with a sales team, I find that not only do the salespeople have fun with the entire process, they also enjoy helping each other write the other’s scripts for overcoming the various objections.
Give it a try. Run the exercise with your sales team, help them craft the best responses, and coach your team on to be more confident when being served objections.