Dealing With Difficult Questions for Sales
In sales, you will hear objections or specific questions from prospects. With experience, most of the questions and objections will be a response that you have heard before, but some responses will be new and you may not be prepared to immediately respond.
Every sales rep encounters responses and questions that they just don’t know the answer. What can you do in this situation? Are you honest and tell them the truth? Do you come up with a generic/common rebuttal that covers just about every question that might be presented to you?
Honesty is the best policy. Tell the prospective client “you know that is a very good question and one that I am not able to answer, but I will gladly get the answer to your question and get back with you tomorrow”. Always follow through with your promise.
If you say you will follow-up with them tomorrow, make every effort to do so. Your responsiveness will establish credibility. An attentive salesperson will acknowledge the client’s requirements and provide solutions.
Create a generic rebuttal. Sometimes you will be given a chance to use a generic rebuttal that will work on most objections. This will bide you time to get the answer requested for your prospective client and let them know you care.
A generic rebuttal might be “That is a great point” or ” I understand where you are coming from”. When selling over the phone or even in person, you don’t have much time to think about a perfect rebuttal or response.
Prepare with pre-planned responses to common objections for product/services. “I don’t have a budget for purchasing.” or “I have to talk to the owner” or “It’s just not the right time of year” are all examples of common objections that we hear regardless of product or services.
Your rebuttal/answers should be quick and assertive. But some objections are not as easy to handle, especially when they are technical in nature. Remember that your credibility may be being tested and it would be beneficial not to guess at the answer.
Identify with your prospects. Their objections may sound common to you, but to them they are real concerns and a reason not to close the sale. Make prospects feel their concerns are your concerns and give them the attention deserved.
Never argue or take an opposing stand with prospects. Taking this approach will disarm the prospect and make you look like a helpful friend instead of a salesman.
Whenever possible, relate their concerns to another customer’s similar situation and point out the resolution. Not knowing the answer can benefit you by giving extra time needed building rapport with a future client.
Always be prepared for the unexpected question or response. In sales, we know that every prospect is different and their concerns may be unique.
Use their unique questions and/or objections to learn about your prospects while demonstrating your ability to answer their questions in a timely manner.
How do you handle objections and rebuttals during your sales calls? Our marketing programs include a program outline that provides sales scripts as well as common objections and rebuttals for your industry.