Tackling Objections- How To Handle Customer Resistance To Accepting A Quote
- Date: 2010-06-03 - Word Count: 519
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After a sales meeting with a customer, you may be confronted with some objections they may have as regards your quote, products or services. Unless these objections are tackled quickly and effectively, you may lose a sale altogether. Therefore, how you deal with these objections is very important and you need to be prepared for as many of them as possible. I will look at a few of the more common objections here and suggest ways in which you may be able to deal with them.
Objection- You quote is too expensive.
This is probably the most common objection of all and leads to the biggest sales casualties. If you are asked this question, in return ask the customer what price they were thinking of. You can lead into this question by letting them know that you are very keen to act for them and if it is just a question of price you are more than willing to negotiate. Another possible way to deal with this type of objection is to offer the client a discount for a referral. Finally, you may wish to stress that your product is of the best quality at a very competitive price, stressing that cheap price may lead to a poor product and service.
Objection- We are still thinking about your quote.
Again, this delay in a customer coming to a decision one way or the other is a common objection that many businesses experience when following up. A good way to deal with it is to ask the customer if there is anything they are particularly concerned about and then address those concerns. It could be just a tiny query that is preventing them making a final decision. If you do give them more time to think, make sure you agree a date and time to call them back, otherwise the sale may go cold.
Objection - We do not want to upset our existing supplier or service provider.
This form of objection is very common- place in service industries such as accountancy and solicitors etc… If presented with this objection, tell them that clients change their providers all the time. Also let them know that you will deal with any transfer issues if they move across. For instance, if you are an accountant, you will write to their old accountant and ask them for all the client's information and you will also write to the tax authorities to advise them of the change.
Objection- How do we know that you won't put your prices up, during or at the end of the year.
If you are met with this objection you will need to reassure the customer that any price increases are always communicated well in advance. However, a more potent way to deal with this objection is to guarantee that your price will not change for "X" years.
Objections are a natural part of the sales process and as such you will need to think like the customer before you deal with their specific concerns. Always be prepared to negotiate; therefore, when you set your prices it may be sensible to build some slack into the figures.
Objection- You quote is too expensive.
This is probably the most common objection of all and leads to the biggest sales casualties. If you are asked this question, in return ask the customer what price they were thinking of. You can lead into this question by letting them know that you are very keen to act for them and if it is just a question of price you are more than willing to negotiate. Another possible way to deal with this type of objection is to offer the client a discount for a referral. Finally, you may wish to stress that your product is of the best quality at a very competitive price, stressing that cheap price may lead to a poor product and service.
Objection- We are still thinking about your quote.
Again, this delay in a customer coming to a decision one way or the other is a common objection that many businesses experience when following up. A good way to deal with it is to ask the customer if there is anything they are particularly concerned about and then address those concerns. It could be just a tiny query that is preventing them making a final decision. If you do give them more time to think, make sure you agree a date and time to call them back, otherwise the sale may go cold.
Objection - We do not want to upset our existing supplier or service provider.
This form of objection is very common- place in service industries such as accountancy and solicitors etc… If presented with this objection, tell them that clients change their providers all the time. Also let them know that you will deal with any transfer issues if they move across. For instance, if you are an accountant, you will write to their old accountant and ask them for all the client's information and you will also write to the tax authorities to advise them of the change.
Objection- How do we know that you won't put your prices up, during or at the end of the year.
If you are met with this objection you will need to reassure the customer that any price increases are always communicated well in advance. However, a more potent way to deal with this objection is to guarantee that your price will not change for "X" years.
Objections are a natural part of the sales process and as such you will need to think like the customer before you deal with their specific concerns. Always be prepared to negotiate; therefore, when you set your prices it may be sensible to build some slack into the figures.
Related Tags: business, sales, accounting, accountants, objections, accountancy
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