The Art of Objection Handling

Posted by Courtney Lawson on Mar 6, 2020 9:37:05 AM

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When you sell a product or service of any kind you are going to be met with objections of some sort. It’s just the nature of the job. How do you handle your objections? Some people turn away at the first objection without getting to the root of the “No”. What if the person you’re talking to is misinformed? Maybe if they knew the truth their answer would be different and you would close the deal. Here are a few ways to handle objections well and help you sell more while helping prospects.


A huge component of handling objections is being knowledgeable of the products and services you are trying to sell. Knowing them in and out makes it easy to accurately dispel any misconceptions or worries you are met with. Make sure everyone on your team is fully trained and knows all the important details of what they are selling. Make the training memorable and fun so it sticks and be sure to provide them with documents to reference later if they need a refresher.

Be prepared

What are your most common objections? Make a list of these and prepare some canned responses for them. While every encounter is different, and you never want to seem like you’re reading from a scrip, it is important that you and your team are prepared for any objections you may get, so you can handle them quickly and accurately.

Role Play

Practice makes perfect! You may have a script to follow when met with certain objections, but you don’t want to be fumbling through your paperwork and staling and pausing when you get an objection. With your team, practice reaching out to each other with all kinds of scenarios and objections. When you do this, you will always be prepared and can quickly respond to objections.

Be confident

Confidence is key when talking to somebody you’d like to be in business with. In this business, you need to have enough confidence for you AND your prospect, especially when being met with objections. This kind of confidence will make the prospect believe in you and your product more readily. Using filler words like “umm” a lot will make you seem unsure of yourself and what you are selling, so avoid them if possible.

Smile and Dial

When making outbound calls, it is important to know that not every prospect turns into a client. That being said, if you have a bad call, or even a bad morning outside of work, you cannot let this bleed into your work or your voice. Being happy and friendly when you’re reaching out will soften others to your pitch and make your objections feel less forced. So practice the art of smiling while you dial. That smile will certainly translate even if it can’t be seen on the other end of the phone.

Use honesty

Being honest is beyond important in business. When somebody has a valid objection, it’s important to be truthful about your product/services even if it means this prospect will not convert into a lead. Remember not every prospect becomes a customer and it is impossible to make everyone happy. Another aspect to being honest, is saying that you don’t know the answer when you’re asked a question you’re unsure about. Not knowing is better than giving an answer or agreeing when it may not be the truth.

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