Whose Objections Are You Really Dealing With?
Every sales conversation is ambivalent by nature. You and the customer negotiate with and against each other, being both allies and opponents. We can’t blame the customer for trying to find any weak spots in our offering when the only thing we do is point out its strengths.
What’s worse is that it’s often not only the customer looking for weak spots, but the salesperson too. He or she develops preconceptions about the product or service, which then leads to a lack of confidence. This shows in their language and attitude.
The customer will definitely notice that you’re feeling insecure and will take advantage of this to gain a better position in the negotiation process. This is perfectly normal as they believe those weaknesses to be real and objective, while in reality they are just your own projections.
Generally we can say that the customer will attack you at your weakest point, whether it’s price, product quality or something else. If you don’t feel confident about your company’s customer service, you may rest assured that this is exactly this objection the customer will raise.
Let’s take a look at the following example:
- Customer: I must say it looks great, but I can’t take a decision right now. I need some more time to weigh the pros and cons.
- Salesperson: Why can’t you make a decision today? Is it the price?
- Customer: Yeah, it’s a lot of money, isn’t it? Too expensive for our needs maybe.
Now who do you think really made it about price here? Right! The customer merely finishes the thought started by the salesperson.
The only remedy for these kind of situations is to get to the root of the problem. Why don’t you feel confident about the price of what you’re selling? What is it that makes you doubt the quality of the product? A bit of market research will help you to put things in perspective.
Your turn now
Is there any part of your offering you don’t feel confident about?
Why exactly don’t you feel confident about this?
Did you compare your product or service to other solutions on the market?
Wim
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15 Responses to “Whose Objections Are You Really Dealing With?”
Jana Quinn on July 5, 2011
Great post, Wim. I wonder how many sales are lost to self-sabotage like this. Another part of this interaction jumped out at me:
Salesperson: Why can’t you make a decision today?
Sounds awfully negative, doesn’t it? What about this?
Salesperson: How can I help you make a decision today?
Certainly makes me view the salesperson in a more solution-based mindset rather than sales-closing.
Wim on July 6, 2011
Self-sabotage, that’s the perfect term for this Jana. You’re right about the phrasing. It’s not only negative, some customers might even perceive it as offensive as well!
Thanks for the feedback,
Wim
Gregor on July 5, 2011
Like you say here it’s all about attitude Wim. Skills + attitude = sales success!
Wim on July 6, 2011
Hi Gregor, skills and attitude go hand in hand. Generally, the more skilled you become, the better your attitude. Negative attitude often stems from uncertainty or lack of knowledge.
Thanks for stopping by,
Wim
Hugo Martins on July 5, 2011
You must be sincere with you from the beginning. You must know both the weaknesses and strengths of your product. You must be prepared for the eventuality of being questioned about its weaknesses and be able to answer in a responsible, memorable way.
But that is just me, someone who knows nothing about sales…see what I did here? I just pointed my weakness, what a shame haha.
Wim on July 6, 2011
Haha, good one Hugo!
Product knowledge can indeed help you to make a more objective assessment of strengths and weaknesses, just like market research. No offer is without flaws, but that doesn’t mean you should lose confidence.
Thanks for the support my friend,
Wim
Adam on July 6, 2011
I think it is good to remember we project our true feelings good or bad about our product/service. As mentioned we need to know our strengths and weaknesses and be PREPARED to handle both. This will increase the probability of doing business with the customer.
Wim on July 6, 2011
Good you mention the importance of preparation, Adam. If you know what you’re doing, know your product or service and its place in the market today, there’s no reason not to be confident. You have all the tools at hand, start building!
Thanks for your input man,
Wim
Ashvini on July 6, 2011
A best salesman is one who sells refrigerators to Eskimos. I think a salesrep need to fiercely believe in his or her product otherwise it would be difficult to convince the customer.
If a sales rep is selling a well know well established product then it is easy to sell otherwise it is indeed an uphill task.
Wim on July 6, 2011
Like you say Ashvini, it all starts with belief. If you don’t believe in what you do, the messages you send will only be half as effective. Always be confident and give it your best everyday!
Thanks pal,
Wim
Ryan Critchett on July 6, 2011
Wow. That’s huge. The customer will take advantage to get a better position on the negotiation process. SO TRUE!
Another great post, Wim.
Wim on July 6, 2011
He would be stupid not to, right?
The thing is we all want the best value for money and if you’re not confident about your product, you lower the perceived value of what you’re selling.
Thanks for stopping by Ryan!
Wim
Ryan Critchett on July 6, 2011
My pleasure boss!
Gary Hart on July 6, 2011
Wim,
We must be on the same wavelength. I’ve drafted a few posts along similar lines from a different perspective. There seems to be a widespread lack of confidence in offerings.
Do you think there are more people in sales today that see it as a job and not a profession?
Regards,
Gary
Wim on July 6, 2011
Well Gary, I know one thing. There are not too many sales reps who are actually PROUD of what they’re selling. They might think the product is alright, good, great even, but don’t take real pride in representing the company they are working for.
Thanks for your thought-provoking comment!
Wim