4 Tips to Handle the Unexpected Objection

woman-with-headache-tnDoes the mention of the word “objection” give you a horrible headache?
(Me, too.)

Here’s a situation you have probably faced:

The prospect needs or wants your product or service.

You’ve made a good presentation and she seems interested, but for some reason, hasn’t placed the order or scheduled an appointment.

You think she is ready to make a decision, but you sense a hesitation.

Why the hesitation?

  • Could be because of a bad past experience. They tried a product or service similar to yours and were not happy with it, and/or
  • They just don’t want to take the chance of making a change and having problems.

So . . . there is a hidden objection you are not aware of and unfortunately you are not a mind reader.

This is frustrating because where do you go from here?

To find out where you stand, ask specific questions to find out how the prospect is really feeling about your products and presentation.

But how do you ask the questions without totally annoying the prospect?

This can be the make or break time.

Bad Information

In the first sales class I attended – years ago – the trainer gave us this (terrible) script to use after hearing an objection – any type of objection:

Sales rep: “But if I could show you a way to improve office productivity while saving you money, would you be interested?”

(Yech – and . . .duh.)

This script felt uncomfortable to me – pushy and insulting to everyone’s intelligence.

It was the old-fashioned way of overcoming objections, rather than answering objections.

During role play the script sounded annoying. And yet we were told this is what we needed to do.

Here’s an idea:

How about treating the prospect like an intelligent, thoughtful person?

When you learn what the actual objection is, it may be something you are not prepared for, so here are 4 Tips to Handle an Unexpected Objection:

1.) Be understanding and don’t argue.

2.) Be confident that your product or service will make your client’s life better or easier.

3.) Ask an opinion-seeking question rather than asking the client to make a decision now.

And . . .

4.) Consider registering for my 4-week sales training e-Course where you will learn seven specific ways to handle objections – plus a whole lot more.

During this private one-to-one e-Course, you will

  • Find out the best way to overcome phone fear + build your self-confidence,
  • Brainstorm your attention-getting opening statement so prospects will want to listen to you,
  • Find out which questions to ask prospects to get the information you need,
  • Learn how to connect with prospects and get them involved in a conversation and
  • Pave the way to a successful follow-up call,
  • Discover three effective ways to get through screeners,
  • 7 ways to answer objections – and
  • 10 ways to ask for the order or appointment,
  • Find out which voice mail messages will get your call returned,
  • Implement 3 critical steps necessary to win back lost customers

If you want to find out exactly how to feel more comfortable making cold calls and start increasing your sales right away, I can help you.

But don’t take my word for it.

During one of my e-courses, two of Paul Testa’s goals were to (1.) get less rejection and (2.) make more appointments. After he completed the course he told me this:

“By throwing out my old scripts and using the opening statements I learned in your class, I’ve been able to achieve my goal of getting more appointments, less rejection and moving the sale process forward. Thanks for all your help, Ann!”

Paul Testa, Account Manager, Copiers-Plus, Raeford, NC

You can see more feedback on this page or at http://annbarr.com/testimonials/

A Personal Note

My colleagues have asked me: “Ann, you are so good at helping sales reps build self confidence, create trust and increase sales. Why don’t you create huge webinars for thousands of people, instead of inviting just 10 folks into each e-course?”

The answer is: I want to focus on – and spend more one-to-one time with – you, because you will feel more comfortable and get better results. So will I.

To find out more about the course and register, drop me a line and I will get back to you as soon as possible.



Best Answer To A Price Objection

young-womanthinking-tnEvery now and then you hear a statement or read words that really make you stop and think.


Thank you to Patrick Martin for allowing me to share this with you.

Patrick participated in my online sales training e-course.

         (If you have been reading Weekly Sales Tips for more than a few years, you have read this story.  It is too good not to share again.)

This is what happened:

During the third week (of the four-week seminar) everyone was asked to write their most effective response to a price objection.

Patrick’s response was unique because it accomplished two important objectives.

(1.)  His response let the prospect know Patrick was not going to be defensive and was not going to argue, which sometimes happens when sales reps hear a price objection.

(2.)  The answer (from the prospect) to Patrick’s response gave him important information about the competition.

Patrick’s statement placed him in the position of being perceived more as a consultant and NOT a pushy sales person. And that is critical because although we all like to buy (look at the crowded shopping malls on Saturdays) we do not want to be sold.

It is important to know that Patrick has spent years building solid relationships with his customers. They trust him.

Whether you can use this or not depends on your particular situation.

Customer: “ I can get it at a lower price.”

Patrick: “Well, our costs do change every time we receive new inventory. We will have to keep an eye on that one. Who has it at that price?”

See what happened?

Saying “we will have to keep an eye on that one” lets the customer know Patrick is looking out for him/her and not just trying to sell, sell, sell.

Then, the answer to the question “Who has it at that price?” lets him know what kind of pricing the competitors are offering.

Five Ways to Handle the Price Objection

It is exactly the same product, but somehow your competitor’s retail price is just a fraction above the price you pay for the same product. There is no way you can lower the price without giving away all or most of your profit. What do you do?

1. Tell the truth. Admit that you can’t be competitive on this particular product. The customer will respect you for being honest.

2. Offer a generic or a compatible product if you have one. It helps if you have a few testimonial letters from customers who are happy with the generic or compatible product you sell.

3. Find out what ELSE they buy. You can say for example: “Unfortunately our price on the ____________ is not competitive, but we have a GREAT price on the _______________. Do you need one of those today?”

4. If the prospect does not need anything today, tell her/him you will create a file listing the items they buy on a regular basis and ask if you can mail, fax or e-mail monthly sale information. This keeps the door open for future opportunities with this customer.

5. If all else fails, ask to be considered as a second or “back-up” source for this and other products in the event their current supplier is out of stock.  “We would love to be your alternate source for these products.  We keep most items in stock and you can get next-day delivery.”   This response takes the pressure out of the situation and you will be surprised at how often you get a return call from prospects.  Be sure to send a short thank-you note (for their time on the telephone) along with your business card.


To find out more about a private one-to-one online e-course developed for your situation, contact me and I’ll get back to you within 24 hours.  I would love to hear from you!