{"id":49499,"date":"2021-05-26T17:37:00","date_gmt":"2022-10-18T17:37:12","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=49499"},"modified":"2022-10-26T05:41:21","modified_gmt":"2022-10-26T12:41:21","slug":"6-tactics-to-handle-customer-objection-during-the-sales-close","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/6-tactics-to-handle-customer-objection-during-the-sales-close\/","title":{"rendered":"6 Tactics to Handle Customer Objection During the Sales Close"},"content":{"rendered":"\n<p>When sales leaders Tony Hughes and Cian McLoughlin recently debated over the <a href=\"https:\/\/www.salesforce.com\/au\/blog\/2021\/03\/has-sales-changed-forever.html\" target=\"_blank\" rel=\"noopener\">importance of opening and closing the sale<\/a>, Cian made a fundamental point: \u201cOpening is incredibly important, but you can open until you\u2019re blue in the face. If you don\u2019t put the work into the steps that close, the whole thing falls apart.\u201d<\/p>\n\n\n\n<p>One of the biggest obstacles for closing new business is how sales teams manage customer objections. A deal can fall apart at the moment a customer objects and a sales rep becomes defensive and starts to justify the merits of the company or product. Taking an objection negatively or even at face value, can lead to missed opportunities during that critical closing sales moment.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"most-common-sales-objections\">Most common sales objections<\/h2>\n\n\n\n<p>In the business of sales, objections are inevitable. The key is to be prepared for them and understand why your customer may object. Let&#8217;s take a look at a few common causes for objection:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>Lack of knowledge: \u201cWe don\u2019t need a mobile solution.\u201d<\/li><li>Specific, warranted concern: \u201cYour price is higher than everyone else.\u201d<\/li><li>There is a hidden agenda: The customer has a preference or incentive to use a different product but doesn\u2019t say outright.<\/li><li>There is a perception issue: \u201cThe Cloud isn\u2019t secure.\u201d<\/li><li>Their interests are not clear: \u201cThat\u2019s not a priority for me this year.<\/li><\/ul>\n\n\n\n<p>To put yourself in your customers shoes, think about the objections you receive in your working week. Write down an example for each of the above types of objections. How did you handle them? It\u2019s important to note that you may not overcome objections every time, but understanding how you handle them will put you in good stead when you&#8217;re in the middle of closing a sale.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"methods-of-handling-customer-objections\">Methods of handling customer objections<\/h2>\n\n\n\n<p>Now that you have written down the most common objections, here are some of the top tactics for handling them:<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"tactic-1-gratitude\">Tactic #1: Gratitude<\/h3>\n\n\n\n<p>It\u2019s surprising what a simple thank you can do. Not only can it diffuse a situation but it can open the door to further conversation. Always thank your customer when they put an objection in front of you because this is an opportunity to address it and move on with your deal. Don\u2019t forget, an objection is better than a \u201cno\u201d because it gives you some place to begin the conversation.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"tactic-2-empathise\">Tactic #2: Empathise<\/h3>\n\n\n\n<p>Empathy is a way to connect with your customer on a personal level, show you care and that you\u2019re listening. All of us have had to say \u201cno\u201d at one time or another, and in business, you\u2019re not always speaking to the decision maker. The saying \u201cdon\u2019t shoot the messenger\u201d absolutely applies here. <a href=\"https:\/\/www.salesforce.com\/au\/blog\/2020\/04\/jeanne-bliss-lead-empathy-business.html\" target=\"_blank\" rel=\"noopener\">Empathise with your customer<\/a>, for example, words like \u201cI hear this a lot,\u201d \u201cI\u2019m sorry you feel this way,\u201d \u201cI hear what you\u2019re saying and I think I can help,\u201d can encourage your customer to open up and share more.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"tactic-3-ask-open-ended-questions\">Tactic #3: Ask open-ended questions<\/h3>\n\n\n\n<p>Now that you\u2019ve begun to diffuse the situation, take your time to uncover what\u2019s really going on. Good customer discovery always focuses on asking open-ended questions. This is a lot harder than it sounds and it takes practice to develop this ability. Test your skills by having a conversation with someone and only ask them open-ended questions. If you get stuck, just do what every 4-year-old does and ask \u201cwhy?\u201d \u2013 you\u2019ll be amazed at how powerful that little question can be!<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"tactic-4-ask-probe-confirm\">Tactic #4: Ask, probe, confirm<\/h3>\n\n\n\n<p>Keep the conversation flowing by probing further and asking more questions. Don\u2019t hesitate to ask for clarification if you don\u2019t understand something. A great example of this tactic is when the customer mentions an acronym or other words specific to their company or business process. Take your time and keep asking questions until you truly understand the reason for the objection and they\u2019ve satisfied your curiosity.&nbsp; Make sure you restate what you heard in your own words and ask them to confirm that you\u2019ve understood them correctly.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"tactic-5-show-them-your-productservice-will-solve-their-problem\">Tactic #5: Show them your product\/service will solve their problem<\/h3>\n\n\n\n<p>Okay, you have gotten to the bottom of the objection and now the next move is with you. To keep your customer around for the long haul, they must see value in your product or service. The purpose of your questioning is to understand what\u2019s important to them, why it matters, and what their business would be like without your product or service. Ultimately, you want to know exactly what their pain point or problem is. By taking their pain point and expanding on it, a <a href=\"https:\/\/www.salesforce.com\/au\/blog\/2021\/01\/infographic-sales-reps-top-of-their-game.html\" target=\"_blank\" rel=\"noopener\">sales rep can then encourage the customer or prospect<\/a> to see the connection pain resolution with the purchase of the product\/service.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"tactic-6-turn-to-your-ultimate-advocate-your-customer\">Tactic #6: Turn to your ultimate advocate \u2013 your customer<\/h3>\n\n\n\n<p>Now that you\u2019ve gone through steps 1-5, it\u2019s time to back up your statements with customer success stories. Customer case studies are a great tool because those stories often represent a pain or objection that was overcome with success. Overtime, your stories will set you apart from others and give your customers another reason to trust you with their business.&nbsp;&nbsp;<\/p>\n\n\n\n<p><b><a href=\"https:\/\/www.salesforce.com\/au\/customer-success-stories\/#!page=1\" target=\"_blank\" rel=\"noopener\">See why our customers are our greatest advocates by reading our Customer Success Stories.<\/a><\/b><\/p>\n\n\n\n<figure class=\"wp-block-image\"><a href=\"https:\/\/www.salesforce.com\/au\/resources\/research-reports\/state-of-sales\/?d=7013y000002UfvqAAC&amp;nc=7013y000002Ufw8AAC\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/10\/4thSoS_Blog_CTA_Banner-1.jpg?strip=all&#038;quality=95\" alt=\"4th Edition State of Sales\"\/><\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"<p>Objection is part of being in sales. Here are some of the top tactics for handling customer objections so you can close that all important deal.\u00a0<\/p>\n","protected":false},"author":1,"featured_media":49501,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"8b13efa933094e10ac793a127440ea34","post_meta_title":"","ai_synopsis":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2469,2468,2470],"sf_content_type":[],"coauthors":[2454],"class_list":["post-49499","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-sales-cloud","sf_topic-sales","sf_topic-sales-strategies"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>6 Tactics to Handle Customer Objection During the Sales Close | Salesforce<\/title>\n<meta name=\"description\" content=\"Objection is part of being in sales. 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