Dealing with objections in sales: practical advice. Dealing with objections in sales: examples

Despite the fact that in the classical scheme of trainings on "Sale Technique":

• Search, attraction and evaluation of potential consumers (in direct sales, attention is paid to the “pre-approach mood” and the meeting of visitors);
• Identification of the client's needs for personal communication, (implies the development of relationships, "active listening", notes, sketches.)
• Product presentation;
• Dealing with objections, (when communicating with a potential buyer, maximize your efforts);
• Closing the deal;

paragraph " Objection Handling Techniques marked one of the last, it is conceptual in any trading industry. And on how competent and stress-resistant, prepared psychologically and motivated for the result of the seller, it directly depends on whether an agreement will be reached with a partner.

How to deal with objections

The practice of successful sales shows - fight against objections begins literally with the greeting of the incoming visitor and continues throughout the entire process of selling the goods.

Productive handling objections possible only if the nature of their occurrence is understood. Customer objections are divided into logical and emotional (psychological).

Brain teaser:

• The client has already bought (concluded a contract);
• Wants to know more about the product (deal);
• Finds this offer (price, quality) unprofitable for himself;
• Manager's flaw in product presentation.

Emotional:

• A person may subconsciously resist pressure on his psyche;
• The opponent clearly emphasizes that he is the main one, requires increased attention to himself;
• The client is aggressive in general, or "here and now" he is in a bad mood;
• A person wants to once again be convinced for himself of the need for this product or transaction. He himself does not fully understand what stops him;

Objection Handling Master is obliged to determine the true motive of the negative reaction and already classify the "denial" according to the following types of objections:

1. Rejection is easier than acceptance. Often, clients, remembering the sad experience of “intrusive service”, refuse help automatically. Let people relax, and then find an excuse to start a conversation, preferably on neutral topics. In most cases, this tactic is winning;
2. Refused, but there are doubts about the decision. It is easy and interesting to work with such a category of people. A bright presentation will help dispel doubts and convince that this particular product is vital for the consumer;
3. I am ready to agree, but there is one "but". In principle, the visitor is satisfied with all the characteristics of the product and service, except for one ... Therefore, he does not dare to take further steps. In this case, the consultant focuses on the most important characteristic for the client, which will convince him to conclude a contract;
4. categorical refusal. It is quite difficult to communicate with such a visitor. Your goals don't match. Maybe he's just passing the time.

Rules for dealing with objections, developed by professionals in this field, will help a good "salesman" brilliantly perform this task.

Algorithm of actions when working with negations

A competent reaction “to denials” helps to win over a potential buyer or future partner, which means closing the deal. The steps for dealing with objections follow a few simple rules:

• Identification of customer needs. Only having complete information, the seller will be able to assist in the selection of the necessary service or product. Or identify the reason for the failure (thus, correct the shortcomings of their work). Therefore, let the interlocutor talk fully. Listen to him without interrupting. It is important not to listen, but to hear! Ask him some clarifying questions that will clarify the reason for the negative reaction;
• Agree, as far as possible, with the claims of the visitor. After all, the customer is always right! Give him feedback. Try to accurately capture the essence of his reasoning. He will feel trust in you;
• A polite objection to the buyer is appropriate if the claim is based on knowingly incorrect information;
• Paraphrase the key points of his speech aloud. Summarize all of the above, retell and clarify again, when the opponent has spoken to the end, whether everything is correctly understood by you. He needs to agree. Here are some examples of questions for clarification:

Compared to what does our price seem high to you?

— How do you choose a supplier? What are you paying attention to? Why our company does not suit you as a partner?

— What conditions will serve you as a guarantor of reliability?

- What kind of services will suit you?

What application do you want to find for this? Etc.

• Based on the information collected, formulate the positive distinctive features of your product or company in a reasoned and weighty manner in order to attract or convince the client.

Objection Handling Master, formulates in advance not only questions, but also predicts the buyer's answers to them. “Home” preparations (working out objections) help to concentrate and orient in a conversation, turn the dialogue with the buyer in time in the right way for the “sailer”.

Scripts are designed to improve the handling of objections (a pre-planned scenario, an algorithm for interaction between the seller and the buyer. They are used in trading from the moment of greeting to the completion of the planned business).

objection handling scripts:

Classification of objections

sales objections, Depending on the reason for the negative reaction of people, they are divided into a number of categories:

5. By cost, (Price):

- This is too high a price; There are no funds for this; and your neighbors have it cheaper, etc.

6. As required:

- we didn’t come for this, I’m not interested in your service (offer);

7. By time. Decision making is delayed for some time:

- I am busy.

I will call you back when needed.

I would like to consult with...

8. By product:

— Not our format.

- Doesn't fit well with the design.

9. By reputation:

- I read unflattering comments about the activities of your company.

Objection handling techniques include the top 10 rules:

10.I. Dealing with objections in sales using the method "Yes, and at the same time ..."

Client: "It's expensive for you."

Consultant: "Yes, and at the same time, we have a quality product."

Customer: "Problems with delivery times."

Consultant: "Yes, and at the same time we have a lot in stock."

11.II. Dealing with Objections in Sales: “That’s Why…”

Customer: "It's expensive for you."

You: “That's why I want you to take only a trial batch. Make sure our products are worth the money."

III. Dealing with objections in sales: “Ask a question”.

Customer: Expensive.

Seller: "What amount will suit you?".

If the client says "no money", it makes no sense to put pressure on him. This can cause irritation, turn a potential client against you. It is better to clarify information about finances, about the time of their receipt. After all, the question is not that they do not have them, but again this is a variant of the “expensive” objection. Unwillingness to pay for this product at least the amount that is determined. Or, like version number two, they are not willing to pay at all, they do not see the slightest value in the acquisition.

You: “No funds for this purchase now? So, are you ready to buy when the opportunity arises?”

Client: "Competitors are cheaper."

You: “What criteria played a role in your statement?”.

Client: "Good personal relationships with others."

You: “But how can this prevent us from considering our proposal?”

12.IV. Dealing with objections in sales: "I propose to compare."

The method works great with the "Expensive" objection.

Client: Expensive.

You: "Let's compare?"

A consistent comparison is acceptable, in which you find out the conditions of competitors and immediately talk about yours, highlighting the advantages of the latter.

How much product do you need? Are your current partners up to the challenge? And we can guarantee 100% availability with shipment on demand!”, “What are the conditions for payment? Do they provide you with a loan or an installment plan?”, “Our company, over 25 years of operation on the market, has established itself as…” And so on.

Be a psychologist! Reasoning about the high cost, this is bargaining. The client is trying to manipulate you in the hope of a discount or favorable conditions for himself. It is possible that he himself does not see the differences in the product, but pays attention to the price. Let the customer compare and feel the difference. Focus on the benefits of working with you.

13.V. Work by the method of "substitution of objection" in sales:

Its essence lies in the "paraphrase" of the words of the buyer and the substitution of the meaning of the objection to what is acceptable to you. Change concepts with speech constructions at the beginning: “Did I understand you correctly (a)?”, “So you mean that ...”, and then continue with the statement necessary for the sale. For example, in response to a common saying about a high price, you can end your question like this: “If the quality of the goods suits you, can we meet the cashier?”.

It is far from a fact that having worked out one objection, the client will immediately conclude an agreement. But this will significantly help to break down the barriers of established ideas in the minds of the client, make significant progress in negotiations, and think over a communication strategy in the future.

14.VI. Dealing with objections: "Reduction to the absurd".

In this case, your emotionally rich, reasoned answer shows the insignificance, the absurdity of his fears

The conversation can proceed as follows: - “Something is a little expensive for you, it’s cheaper in a nearby store!”, “Well, this is at first glance! An extensive base of buyers and many years of cooperation says otherwise!”.

VII. Dealing with objections in sales: “And let's remember…. »

Ask the buyer if he was in a similar situation when he purchased another product or used services. If yes, (everyone probably has such an experience), then it will be easier for him to imagine the situation and agree with your arguments.

Customer: "We buy cheaper."

Manager: “Have you had such a case in your life when you bought a cheaper item, and then you still bought an expensive one, because the cheap one didn’t suit you? And did you regret it?"

This has happened to all of us in our lives. Offer to consider together a cheaper option presented by competitors. Look at the reaction. Make a case for the quality and longevity of your range.

VIII. Dealing with objections in sales: “What could convince you despite…”

To the buyer’s statement about the high cost, the consultant can counter with the question: “What could convince you of the need to purchase, despite the fact that we have a little more expensive?”.

You: “This is a universal tactic. It is applicable to the most "difficult" clients. A way out of a critical situation when building a dialogue. It is quite possible that "obvious" is a false objection, and it contains the real reason that prevents the buyer from taking the decisive step.

15.IX. Dealing with Objections in Sales: "Too High"

“High bar” is a story about a more difficult case. So tell the buyer about a non-standard, atypical situation in the history of your practice.

Client: "We have a very specific business."

You: “Oh yes! I agree with you. Although, several times when our clients were silkworm breeders (this is a very specific business), we managed to find special containers for transportation without effort and, in the shortest possible time, without loss, deliver the caterpillars to the customer!

Add value to your information: a steel mill, vaccine development, parrot farming, and so on. Designate industries where specificity is given increased attention, but despite this, you managed.

16.X. Dealing with objections in sales: "We refer to the norms."

Client: "We have been working with a trusted supplier for a long time."

You: “It’s perfectly normal for a company at your level to have multiple suppliers. With a full guarantee, we can say that we will not deceive your expectations!

A well-delivered phrase flatters the vanity of the customer, raises his self-esteem and, thus, loyalty to the company in your person.

Objection Handling Tips

Thoroughly study the assortment of your segment in the market. A person intends to pay, so you need to fully support his interest in a future acquisition. Determine in advance the priorities of cooperation with you;

Monitor your competitor's market. By studying their positions, strategies, marketing techniques, product prices, you can play on the advantages of your segment. Therefore, make a competent list of services with a plus sign from your company;

Never speak badly about other companies' products. This is unethical and can leave a bad mark on your working methods and the firm as a whole. Why be the initiator of conflict between you and your competitors? Up to a legal penalty on their part. Emphasize in your presentation and objection handling that you have no competitors, you are the only one with such advantages in your niche.

Be sure that your product is really of excellent quality. At the same time, when presenting information, the reliability of which you have no doubts, they are honest with respect to the client. This conviction will certainly be passed on to the potential consumer;

Notes of humor, if it is in place, in moderation, are excellent helpers in defusing a tense atmosphere, in the opportunity to make friends with a potential buyer;

If the visitor allows rudeness towards you, keep your dignity, stay friendly. Do not "pass the negative through yourself"! Who knows, it is quite possible that friendliness will set him in a different mood;

The algorithm for working with objections will definitely help out in a difficult situation. And on his canvas you can improvise! Listen carefully, "accept", use the client's speech patterns for argumentation, never interrupt the interlocutor's monologue;

Understand that objections indicate the interest of the buyer in your product, and open up prospects to get ahead of business rivals! After all, the buyer will certainly be worried about the same problems if, for comparison, he goes to them;

Do not make excuses, and then the client will not get the impression that your company is doing “badly”. Don't worry! Confidence in your tone of voice will calm your opponent;

Be sure to ask clarifying questions if you misunderstand the motives for the appearance of objections;

Empathize with the client, show interest in his concerns and problems, even if they are not directly related to your sales priorities;

First describe the features, then the benefits that the product will bring to the customer, and only then its price. Learn to think calmly about “big numbers” so that you can speak them out loud with confidence;

Constantly hone your skill and skills in the technique of overcoming objections. Use role-plays, exercises with a coach and colleagues, with your children and loved ones. Take part in trainings, be interested in published novelties.

Improvise! A master of working with objections - a good psychologist and, much more, an artist;

Remember the phrases and moments that “worked” well at the “denials” stage and supplement the sales script with your personal best practices;

Of course, even if you have perfectly worked out all possible objections using all known tactics, not all contracts are concluded. Do not "let go" of the client, try to find out the true reason for the refusal;

Look for an excuse to get contact information. This will give you the opportunity to keep in touch and inform about new products and promotions;

Use the right non-verbal communication methods. Control your facial expressions and gestures. Hands in pockets, behind your back or crossed on your chest subconsciously cause distrust of you. Sometimes it is very useful to put yourself in the place of a buyer and ask yourself, would you personally like to communicate with such a consultant? What would an ideal salesperson/consultant look like for you personally?”

Whatever the outcome, leave a favorable impression of working with you. After all, what a person does not need today, may be needed in time. And ceteris paribus with competitors, he will choose you, simply because it was comfortable for a potential buyer to communicate with you! And then your client base will be replenished with one more "hot" client;

Only a professional negotiator who is able to nullify negatives and still benefit from them can be called a master objection handler.

Working with objections teaches you what a choice is and how to make it right.

Work with objections covers identifying the subject's position regarding your proposal and overcoming disagreement, if any. This is the core task and the most important goal of the dispute management process. Disagreement management techniques involve translating negative statements, negative judgments into a positive direction, and feelings into an active approach.

Dealing with objections reveals two sides of sales. The first side indicates that the potential consumer is interested in the proposed product, service or offer. The second - demonstrates that the presence of many questions and disagreements is the result of poor preparation of the sales agent. Objections are the result of blunders in calculations, erroneous judgments at the stage of disclosure of needs and presentation.

Dealing with customer objections

There are 5 basic steps in working with objections: listening, accepting, checking, concretizing, arguing.

First of all, the client should be listened to carefully. During his monologue, try not to interrupt, as a salesman who interrupts a client will only cause antipathy and rejection.

The next step is to accept the objection. You need to understand that acceptance does not mean consent. After all, objectively, such a situation, which the client describes, can happen. There are several general statements for acceptance, such as “this issue is really important”, “we can discuss this in more detail”, “it is very important for me to understand your position, as a result of which you have it”, etc.

The third step is to understand what the client's objection really is - an excuse or disagreement. Maybe this is not a disagreement at all, but only a desire to get rid of an obsessive seller. Two methods have been developed to determine this. First - ask the consumer a question that will allow you to determine whether his objection is the only reason why he does not want to purchase the product, or not. The second is sincerity. We can say that other consumers also said this, but they refused to purchase products for a completely different reason. Maybe your client refuses due to a different motivation.

The fourth stage contains clarifications and concretization. At this stage, clarifying or leading questions should be asked. If this stage is correctly implemented, then the work with objections can be overcome. Try asking the consumer a few follow-up questions to help refine the objection. By clarifying, you understand the essence of the consumer's considerations, which leads to a better orientation in his needs. Due to the competent implementation of this stage, a true objection can be revealed from a false one. Another positive acquisition of this stage can be a change in the consumer's attitude towards you. If you demonstrate your professionalism to him, then the client will take you more seriously, which will make him more interested in the product you offer.

The fifth stage is the final one. It involves bringing the necessary counterarguments on your part. Any arguments must be positive, and the facts that you bring must be verified and reliable.

In addition to the basic steps, there are also typical mistakes in working with objections. And the first such mistake is entering into a dispute with the client. If you want to become a successful sales manager, you must remember one indisputable axiom: arguing with a client is a futile exercise. By arguing, you will only achieve the opposite results. It will force the potential client into a tougher position from which it will be quite difficult for you to move him.

Leaving the situation is also a typical mistake of sellers. Often managers think that since arguing with a potential consumer is useless, it is better to wait until he makes his own decision, and until then do not interfere. Therefore, having noticed hesitation and doubt in the intonations of the client, they immediately stop any activity. The client, on the other hand, perceives such silence as the inability to add anything more positive about the product. As a result, his doubts only increase, and the client seeks to leave as soon as possible in order to isolate himself from the unpleasant sensation that has arisen.

Excusing is another common mistake made by unprofessional managers. Justification is the lot of people who are not particularly confident in their professional qualities or in the product offered. Justified notes and indecisiveness of sellers significantly reduce the quality and value of products in the eyes of the client. He begins to think that the product is not all right.

The lack of analysis of their behavior after the end of the situation is also a mistake of unsuccessful managers. Many trainings, techniques and rules have been developed to deal with disagreements in sales.

Dealing with Objections SPIN training is the most effective in sales today. Along with this, it is considered rather difficult to master, but it has the greatest power of persuasion compared to other techniques. This training was developed by N. Rekhamov in the second half of the 20th century. It is based on the existence of a qualitative difference in the technological processes of selling cheap goods and products, for the purchase of which a potential consumer needs more time and responsibility to make a positive decision.

Working with objections training according to the Rackham method. Its main idea is the ability of a sales manager to work with 4 types of questions:

• situational questions in sales, which help to establish contact with a potential client, make it possible to determine the individual characteristics of the business of each consumer;

• issues of a problematic nature in sales, which allow the consumer to focus on aspects that cause the development of his business;

• retrieval questions in sales, which indicate potential solutions and perceived benefits from the purchase of products;

• questions of a guiding nature in sales that form in the mind of the consumer the value of possible benefits and stimulate independent acceptance of a positive result.

Dealing with objections in sales

Even if you tried and established a good psychological contact with the consumer, learned all about his needs, the client may still have objections that need to be worked on.

Why does the consumer object? Maybe he is in a bad mood or he just wants to bargain, maybe he is not satisfied with the offered goods? There are many reasons, and in order to defeat or overcome them, you need to work with the objections of the sales representative. The client and the manager always have different sides of objections. Therefore, you should not impose your point of view on the position of the client. You should also not speed up and respond to disagreements mechanically, otherwise the client will experience pressure and simply leave.

Dealing with objections in sales should be done with smiles, positive emotions, jokes, compliments, using minor waste to the side.

Dealing with sales rep objections has seven rules.

♦ The first rule involves seeing yourself and the consumer as partners, not adversaries. Each sales representative at the subconscious level understands that the consumer should be treated as an accomplice in the sales process, communicate with him on an equal footing and move towards the implementation of common interests. However, often, when it comes to practice, there is a completely opposite situation in which the seller perceives the buyer as almost a personal enemy. Managers offer products, the client resists, resulting in sales representatives entering into an unequal struggle in which the client always wins. In such a situation, the seller will take any objections from the customer as military action, and for the purpose of defense will strike back, which is the fight against objections. Such tactics will never bring the desired result. Therefore, customer objections should be treated with joy and appreciation. After all, it is very good when a client openly shares his uncertainty and doubts with a sales representative.

♦ The second rule is to have good emotional contact with the potential buyer. The importance of emotional contact in the field of trade is difficult to overestimate. It is a kind of foundation on which to build cooperation with the client. Therefore, the more reliable the foundation, the more fruitful the cooperation will be. Establishing emotional contact is necessary in order for a potential consumer to begin to trust you, as a result of which there may be no objections. If there are objections, then the presence of deep emotional contact allows you to make your arguments more convincing and weighty in the eyes of the client.

♦ The third rule suggests that the sales representative must collect as much data as possible about the needs of the potential buyer. Attentive attention to the needs of consumers will allow you to offer the product exactly as it is necessary for this consumer. The more accurately your product presentation will fall under the expectations of a potential client, the less objections he will have.

♦ The fourth rule is to clarify the meaning of the objection. Often sales reps, upon hearing an objection, immediately begin to respond to it. As a result, the response is inadequate with a specific objection, and the relationship with the buyer can only become more complicated. A competent manager, having heard an objection, will not hesitate to ask the client why he thinks so.

♦ The fifth rule lies in the search for the "pitfall". It is necessary to distinguish between excuses (“pitfalls”), behind which true motives are hidden, and real objections. Therefore, in order not to miss hidden information, you need to ask leading questions. For example, "is this the only reason that slows you down in making a decision, or is there something else."

♦ Remember that it is forbidden to enter into a dispute with the buyer, and therefore you should develop the thought expressed by him in the direction you need. As soon as the sales representative begins to challenge the statement made by the client, he is convinced of the fidelity of his position, from which it will be difficult to move him in the future. That is precisely why you should always agree with a certain semantic part of the objection, and then develop the thought from it in the direction you need.

♦ Try to be persuasive. It is persuasion that is the main task of the seventh rule. To do this, you should use common elements of persuasion, such as: "according to statistics ...", "according to marketing research ...", etc. And also use all kinds of metaphors, quotes, sayings and proverbs in your speech. A well-chosen metaphor can help the consumer agree with your argument and reduce the risk of counterarguments to almost zero.

Proverbs and sayings are a special tool for handling objections. After all, potential consumers have no reason to trust your personal judgments and conclusions. However, after the recitation of folk wisdom, it will become completely impossible to argue with you. Since now your position is based on the centuries-old wisdom of various nationalities. It is possible to refute the information conveyed by a proverb only by reciting another proverb.

The goodwill and smile given to customers, the desire to delve deeper into their problems, needs and attitude towards partnership during negotiations are considered the best tools for the consumer to choose you and the company you represent from the whole set of similar offers.

Algorithm for dealing with objections

Sales techniques and objection handling are needed in order to know and understand the algorithm for working with a client when he has objections. The objection management algorithm contains four steps. The first step is to allow the individual to speak. The second step is psychological familiarization with objections. The third step is a specific answer or clarifying questions. The fourth is a call to action.

Giving the opportunity to speak out leads to the fact that a person simply speaks out, thereby “letting off steam” and calming down. As a result, it will be easier to work with him in the future. In addition, giving the opportunity to speak will allow you to hear all the values, needs and other information you need. It is important to listen very carefully so as not to miss important information.

Psychological familiarization with objections allows the consumer to think the way he wants. With this behavior, you show the client that his point of view has the right to exist. In addition, you show him that you understand him. That is, you put yourself in a position of cooperation in relation to the consumer, and not confrontation. This can be achieved through consensus.

Clarifying questions and specific answers allow either to clarify the essence of the objection, or to give him exhaustive information. A call to action aims to offer the consumer a win-win option. It is not necessary to use all of the above steps when selling.

This algorithm helps to choose the right and effective way to manage objections and work with potential customers. You should act according to the requirements of a particular situation. You can also use tools such as a pause or a compliment. Although they are rarely used.

The only step in the algorithm that must be used in any situation is psychological attachment. If you want to get the best result of your work, then you should master the technique of joining masterfully. It is not enough to know all the listed steps of the algorithm, you need to apply them in your work and then the result will be noticeable immediately.

Objection handling technique

An effective sales technique and dealing with objections is to follow some simple tips. The first tip is to love objections and rejoice in them. After all, by objecting, the consumer demonstrates his interest, which is manifested through disagreements that arise in the process of presentation by the product manager of the company's services. It must be understood that an objection is not a question requiring an answer. This is just a statement of a potential consumer, which can be quite generalized, and therefore the seller can offer what is convenient for him.

Tip two - there are always additional data in disagreements.

Tip three - expect consent, since the subconscious expectation of refusal multiplies its likelihood at times.

Tip Four - Through customer objections, the sales rep learns what needs to be changed in their work. Customer objections are a kind of feedback that signals you about the changes that it's time to make in your work.

Tip five - faith in luck and victory can never replace specific methods of working with objections. After all, what are objections? An objection is a reasonable rejection (negation) of a proposal or statement. Those. this is a statement that expresses a disagreement (difference in opinion) in something or with someone, a refutation of someone's position or judgment. With the help of objections, you can build an active conversation that has similar goals, and people are interested in acquiring information.

The most important thing when dealing with client objections is understanding that you are the professional with the edge. Objection management helps the rep break away from traditional sales approaches by finding innovative solutions.

For successful work in sales, you can use the most well-known methods of working with objections, such as the three "yes" method or the "COOR" method.

The three yes method has been known since the time of Socrates and has been successfully used for more than 2000 years. The essence of this technique is that if the seller wants to get a positive result or answer, then the thesis follows, with the necessary information put in third place. Before the desired statement, you need to ask the client two simple and short questions, to which he can easily give a positive answer.

The method of "UKOR" is the ability to listen to the consumer to the end. The letter "y" means clarification, i.e. revealing the hidden reason for the objection. The letter "k" means a compliment to the objection and demonstrates understanding of the client's problem, compassion for the problem that worries the client. By complimenting a customer objection, you seem to demonstrate to the buyer that you are on his side. The letter "o" means working off, i.e. argumentation, and consists in responding to the consumer, only after clarifying the objection and uttering a compliment. The letter "r" means the result, i.e. obtaining confirmation from the consumer in his readiness to make a choice and make a purchase.

Dealing with objections over the phone

Cold calling work with objections has a number of features that are very important to consider. Telephone communication has certain advantages. It does not require traveling, which saves time, money and labor resources. The transfer of information over the phone is much faster than, for example, in correspondence. In a telephone conversation, you know for sure that the potential client received your information, when he received it and how he reacted to it. This distinguishes telephone calls from correspondence. In addition, when communicating by telephone, you can immediately ask clarifying questions or eliminate possible misunderstandings. A potential client perceives a telephone conversation as less binding than a face-to-face conversation, so they feel less pressure. This method of disseminating information, services and products of the company is even more convenient because it does not require business attire and proper appearance. You can use the so-called "cheat sheets" while conveying information to the client.

However, in addition to a number of advantages, telephone conversations also have their negative sides. A potential client may perceive the call as a hindrance, as he will be forced to break away from work. The sales representative is not able to control the situation in cases where the interlocutor is distracted by any external circumstances, such as people entering or interrupted work. During a telephone conversation, it is much easier for the client to refuse the manager, come up with various excuses and interrupt the conversation. You must understand that at any moment of the conversation, the client can end the conversation and hang up.

An important negative side of telephone conversations is the impossibility of analyzing body language, facial expressions. When conveying information to a client by phone, you can follow the reaction of the interlocutor only by his intonation. It is impossible to back up words with visual materials, prospectuses, charts, presentations, demonstrations. In telephone conversations, the possibility of misinterpretation of information is much higher than in a personal meeting.

Cold calling work with objections consists in the diligent working out of each such objection of the client. And after working out, you should immediately proceed to the closure. However, it is necessary to work only with informative failures. It is useless to try to work out categorical refusals if the client hangs up immediately after the call and without explanation.

It must be remembered that during telephone conversations, 80% of the time should be your speech and only 20% - the speech of the client. Important in the success of telephone conversations is the ability to conduct an active dialogue. This implies that it is the consultant who should set the tone for the conversation, lead it and direct it in the right direction. Also important in the conversation is the politeness, good manners, competent speech of the consultant. It must be remembered that you personify the company, and the impression of the client about the company as a whole depends on what impression you get.

Telephone conversations also involve certain stages of working with objections.

• At the first stage, you need to interest and capture the attention of a potential client immediately with the help of a bright accent in the speech, something unusual that can instantly hook the interlocutor.

• At the second stage, you should find out the needs of a potential client, and not immediately rush into battle with the offers of your company.

• At the third stage, you need to smoothly move on to what you want to offer.

• The fourth step is to deal with objections. Since after your trade offer, the client will either categorically refuse (and there’s nothing you can do, you need to put up with it), or start objecting and asking specific questions. At this stage, you can use the technique of adjustment. It consists in the use of voice and its intonation modulations in the course of a telephone conversation.

The stages of working with objections and their successful implementation depend on how well, competently and competently the sales agent prepared for the conversation.

The purpose of the call is to profitably sell the company's products. And you need to remember this when you make a call.

Dealing with objections examples

Competent management of objections and work with them consists, in most cases, in qualified assistance to clients to recognize their own needs and satisfy them. So, for example, dealing with objections in a bank most often lies in overcoming client fears that they fall into bondage, as well as helping them choose the service that they really need.

A common phrase that potential buyers use as an objection is the statement "I'll think ...". There are several ways to overcome this objection. The first is to take the client's position and to express understanding. You can answer: "The right decision, you are going to make a serious acquisition, so you need time to think everything over." The second option is to concretize and clarify the position of the consumer. Here you can ask the question: "Over what?". If the individual does not know what to answer this question, then he should be asked about the proposed product. For example, "do you doubt the quality of the product?". The third option is to take a position and explain: “Of course, think about it. We can think together now, because today is the last day of discounts. If you still decide to purchase these products later, it will cost you more.”

The next typical objection phrase is "it's expensive." You can agree with the client that the product is really expensive and clarify in comparison with which products the cost is expensive. Maybe the client saw a similar model in another store, but cheaper. We need to find out what this statement means. You can also agree that the product is really expensive and clarify that if it costs 5% less, the client will buy it? In case of a positive answer, the client purchases products cheaper. However, this option is not always universal.

Very often objections have to be faced by employees of the banking sector. After all, our people are brought up from childhood in distrust of banking structures. Working with objections in the bank should take place step by step. Move on to the next argument only after agreeing with the previous argument.

No salesperson likes objections in their job, but they are the main source of personal and professional growth. The psychology of the client is such that very rarely he will agree to make a deal with you without checking your strength, without doubting the veracity of your words, without knowing what benefit he will personally receive by agreeing to your offer. And if you learn to analyze the reasons for objections, and then adjust your work based on this, then success will only be a matter of time. Despite this, most managers treat objections not as an opportunity to develop, but as a serious obstacle in the way.

In the presented lesson, we will understand what objections are, what types of objections exist, and what techniques are available to eliminate them. This information will help you understand that “the devil is not as scary as he is painted,” and that actually working with objections is not only easy, but also interesting.

Client psychology: what are objections and how they are formed

In sales, the psychology of the customer plays a major role, and objections represent a defensive reaction to the manager's actions in establishing contact and closing the sale, although sometimes objections occur at all stages of the sales cycle. You must understand that the client will always seek to protect himself, because. perceives the seller as a threat to his mental peace (the stage of establishing contact) and well-being (the stage of completing the transaction). Therefore, objections are a natural part of the selling process and.

The formation of objections occurs both at the conscious and unconscious levels of perception. Unconscious objections are the client's reaction to the intrusion of an outsider (the seller) into his comfort zone and are expressed in the utterance of involuntary, almost unconscious phrases. Non-standard actions, carefully thought-out phrases, sales scripts help to overcome this type of objection. The main thing is to understand that unconscious objections are directed not at the proposed product, but at the actions of the manager.

Conscious objections, on the other hand, are about what the seller is offering. Here, the potential buyer is not satisfied with the benefits, cost, specific characteristics of the product. Objections of this type arise in cases where the buyer wants to get more for less money.

To summarize this block, let's say that the main thing you need to understand about objections is:

• Objections are reactions to your actions, which means that by changing your actions, you can change these reactions.
• Objections are inevitable, and if a person does not object to you, then he will buy anyway, and there is no professional merit in this.

Once you accept these two facts, you should be ready for objections and meet them with enthusiasm, because they bring you closer to closing the deal.

Objection handling - what is it?

They call the actions of a manager to eliminate conscious and unconscious barriers that prevent a deal. This activity is almost always present in sales, and therefore you simply have to understand the types of objections, the stages of their processing and response options.

Remember that customers are different, but any objection can be considered a sign of their interest in buying a product or service. The correct handling of objections allows you to increase the value of the product in the eyes of a potential buyer, and the wrong one will cause the deal to fail. And in order to work with objections competently, it is necessary first of all to understand what they are in addition to conscious and unconscious ones.

Typology of objections

Objections can be false and true. And here there is one tricky moment: if you overcome the true objections, you will close the deal, and if the false ones - a stream of new objections. This happens because of a person's reluctance to make a purchase and his inability to say so directly because of politeness or something else.

Plus, you need to learn to distinguish between objections and conditions - real factors that do not allow a deal to be made (for example, a person will not buy a car in a car dealership if he does not have a license, etc.).

The appearance of false objections is quite seriously affected, but it also happens that people specifically name false reasons, for example, when it is inconvenient to voice true ones.

As for the true objections, they serve as a rationale for the potential buyer of the inexpediency of the proposed purchase. As we said, it is they that need to be worked out in order to conclude a deal, but this must be done in stages.

Stages and methods of working with objections

In this and the next few sections, we'll talk about practicing true objections, and at the end of the lesson, we'll show you how to counter false ones.

So here's how objections are handled:

• Listen carefully to the objection without interrupting the client (use the technique). When you listen to the end, you can say: “I heard you,” etc.
• Agree with the objection, i.e. showing that you share his point of view. You can say: “I agree with you, the functionality in this matter is very important”, etc.
• Give a reasoned answer to the objection, showing the client a way out of the situation.

EXAMPLE:

Customer: “The same product is more expensive than in a nearby store”

Salesperson: I agree with you. Saving money is always important. But unlike other stores, the price of our goods includes the cost of maintenance and additional services. Let you pay a little more now, but in the future you will be able to use many of our services for free.”

The considered scheme is considered classical, and it must be mastered without fail. But besides it, there are various techniques in working with objections in sales. They will be discussed further (we will immediately make a reservation that we will not mention the stage of joining the client, but always keep it in mind).

Counter questions method

In response to the client's objections, you can ask him a few counter questions so that he thinks about the correctness of his own judgments.

EXAMPLE:

Customer: "It's expensive here"

Seller: "And how much is inexpensive for you?"

Seller: "Why do you think that we are expensive?"

Salesperson: Expensive compared to what?

After the questions are asked, you will have two options for action: if before that the client spoke “on the machine”, now he will think and, perhaps, rephrase the objection, and you will be able to choose the appropriate tactics for the conversation. Or you can penetrate the deep essence of the objection and find its more serious reasons, in order to then eliminate it.

Comparison method

In this case, you simply compare what the client has now and what you can offer him. You can also use this method when the customer is choosing, for example, between a cheaper and a more expensive product.

EXAMPLE:

Customer: "This model is more expensive than that one"

Seller: "Okay, let's compare. Which brand is more famous? Is German quality better than Chinese? Do you need additional accessories in this case? And in another? Does this company provide a guarantee? And that one?”

Just show the person a difference they didn't think about, and give them the opportunity to look at your offer more broadly.

Method "Yes, but..."

This method is one of the most popular. It is most often used in situations where the client's objections are justified: for example, your product can really be expensive, and your task is to explain to the person why such a cost is quite adequate.

EXAMPLE:

Customer: "It's very expensive"

Seller: "Yes, but it's guaranteed quality"

Customer: "Some people have bad things to say about this brand"

Seller: “Yes, but those who respond well are much more”

Customer: "It's cheaper next door"

Seller: "Yes, but we have better"

In fact, the “Yes, but…” method is applicable to many situations, but it is effective only when you are able to clearly justify what comes after your “but”.

"That's why" method

To some extent, this technique is not similar to the previous one, but its distinctive feature is that it is great for working with false objections. The point is to make the client's objection the starting point for your persuasive words.

EXAMPLE:

Customer: "I need to think"

Seller: "That's why I would like to meet with you - to point out what exactly is worth paying attention to"

Customer: "Your price is high"

Seller: “That is why we, firstly, have samplers for each client, and secondly, all our clients are provided with additional services”

Customer: "I already have a person who supplies this product"

Seller: "Great! That is why you definitely need to learn about our advantages and new opportunities for yourself.”

When used correctly, this method can be a very powerful tool for neutralizing even the most serious objections.

Statement replacement method

The statement replacement method is also known as Paraphrase and Substitution. The essence is simple: when working with an objection, you start your statement with the words “So you mean that ...” or “I understood you correctly that ...”, and then replace the client’s objection with a statement that is beneficial to you.

EXAMPLE:

Customer: "You don't have what I'm looking for"

Seller: “So you mean that if we bring the goods you need, we will contact us?”

With such a subtle influence on the psychology of the client, you will be able to “turn” him to you and discuss the prospects for possible cooperation.

past experience method

Professional managers are very fond of this method. For it to give a result, find among the actions of a potential buyer those that he has already done in the past, but he will have to do them in the future.

EXAMPLE:

Customer: "Your price is high"

Seller: “Tell me, have you already had it so that at first you saved, but then you still had to buy more expensive - when did you have to overpay once again?”

Buyer: "We already have a supplier"

Seller: “Listen, but remember the moment when you chose a supplier. What were you guided by? Surely favorable conditions, right? Perhaps it makes sense to consider our proposal? Who knows, you might find it much more interesting.”

If you can find something vital in the objections of the client, immediately use it. If the client still refuses, use some other method to try again to remove the barrier.

These methods of dealing with objections are considered the most common, but in addition to them, we want to introduce you to several additional techniques that will make yours much richer and more powerful.

Reformulation Technique

The technique is somewhat similar to the assertion substitution method, but trickier than it. It consists in the fact that you use in your speech the expressions and questions of the client in order to start talking in "his" language and about the same thing. Different people with the same words can talk about different things, which is why there are ambiguities and ambiguities. To be able to eliminate them and agree, this technique is used.

EXAMPLE:

Customer: “Our manufacturing techniques are very complex. It is not advisable to change technological processes and retrain employees”

Seller: I agree. With such a complex process and significant costs for innovation, technology change should be approached thoughtfully. For this reason, our employees carefully study the work of their clients beforehand. This allows us to seriously minimize risks and costs.”

The same technique is very effective to use in conjunction with the method of counter questions. Together, they greatly increase the manager's chances of success.

Assumption technique

When you use the guess technique, you are hypothetically assuming that the difficulties that prevent you from closing the deal have been eliminated. Think about whether a potential buyer will now agree to your offer? If not, for what reason? Do this with all objections so that you can quickly parry minor objections and move on to more serious ones.

EXAMPLE:

Customer: "Your computers are very expensive"

Salesperson: “OK, if it wasn’t the price that was the issue, would you be interested in this offer?”

Customer: “I think so, but what do I do with an old computer?”

This dialogue clearly shows that the reason for the reluctance to buy is not at all the high price of the goods. This means that the seller can move on to the main objection and process it. However, a third objection may be hidden under the second objection, and this must always be taken into account.

Technique "Anything else?"

Technique "Anything else?" much easier and safer than the previous one. It is used when it is necessary to identify the main reason for the rejection of an offer. The seller in this case simply “fishes out” the objections without any order.

EXAMPLE:

Customer: "I think getting rid of the old equipment will be very difficult"

Seller: “You know, we work according to a unique system: you buy new equipment, and we ourselves take the old one from you, taking into account its cost. Tell me, is there anything else that confuses you?

Buyer: “With the change of equipment, we will have to deal with the reorganization of the office. No, it's too expensive"

Seller: “So it's great: update the office - it will be more pleasant for you, and your employees, and your customers. Is there something else that is worrying you?"

Buyer: “Most likely, employees will have to be retrained to work with new software”

Seller: “And we will help you deal with this too. Tell me, is that all, or is there something else that could interfere with our joint work?

As you can see, the seller simply “pulls out” objections from the buyer one after another, without even really processing them. This allows him to find the most important objection and concentrate on it. This technique gives the manager room for action, because. he has plenty to choose from. And when most of the objections can be identified, it will not be difficult for the seller to take the initiative in their own hands.

Sincerity Technique

Using the sincerity technique, you kind of open up to the buyer, talking about all the advantages and disadvantages of your offer. In this way, you will arouse mutual feelings in him, and he will tell you what actually prevents him from accepting your offer. The proposed technique is based on sincerity, trust and concern for the interests of a potential buyer.

EXAMPLE:

Customer: “I need to think. Maybe I can find a cheaper option"

Salesperson: “You know, to be honest, you're right. Since you are frank with me, I will also tell you how it really is. I myself, as an employee of the company, can purchase any product with a 10% discount. I can offer this discount to you. But no one should know about it. Do you think such a discount would be nice for you? And anyway, I will not hide anything from you, so you can ask anything.

When you "frank" with a client in this form, you show your respect and affection for him, which encourages him to respond in a similar way to you. And the trick of this technique is precisely that the client will most likely tell you the true reason for his worries, which is what you need.

Technique of naivety

This is where you treat all customer objections as if they were all 100% true. To do this, you simply pretend to believe everything that the potential buyer tells you, and then you begin to energetically solve this problem, offering the person different options. This is what you do with every new objection. But keep in mind that the technique of naivety is quite laborious and dangerous from the standpoint of your reputation: from the outside, people may think that you are some kind of “simple-good-natured person” and stop wanting to do business with you, not considering you a professional. However, there is a trick for you in the technique: while the client is answering your questions, you can find options for further persuading him, and then prove yourself from a new side - from the side of a serious professional.

EXAMPLE:

Customer: "We no longer have a place to buy something new and put it in stock"

Seller: “By the way, I have heard more than once that you have many suppliers. But we can help you arrange everything in a convenient way, not only in the warehouse, but also in the store.”

Buyer: “Listen, our movers simply won’t be able to do the job if we also order from you”

Salesperson: No problem. Our loader will be in the car, who will do everything for you for free”

The unnatural objections are obvious, but the seller solves the "problems" of the client with all seriousness. Most likely, after a long processing of such meaningless objections, the seller will find out the real reasons, even if he spends some time on this.

Focusing on the Benefits of Collaboration

This technique is suitable for working with clients with whom you have already worked. You just need to find a few moments that gave pleasure to a person in the past. These can be discounts, additional service, congratulations or some kind of prizes, etc. If the client objects to you, you simply redirect his perception to pleasant memories of cooperation.

EXAMPLE:

Customer: "This time we will probably order elsewhere"

Salesperson: "Sure. Do you remember how last time you were pleasantly surprised by our gifts for the anniversary of your company?

Buyer: "Sure! It was great! It would always be like this!”

Seller: “By the way, we have almost ready a new development system for our best customers. But I still would like to know what would be interesting for you personally? Can you give me some advice?"

Customer: "That's interesting! You always have something new! Now I don’t even know if I should go somewhere else ... "

The task of the seller in this technique is to make a person experience pleasant sensations in memory and call out in him a desire to experience them again in the near future. With the systematic use of technology, your clients will form a conditioned reflex: it’s cool with you, but somehow it’s not the same without you.

And one more thing: this technique can be used in the opposite direction, when, for example, you need to evoke negative emotions associated with cooperation with your competitors.

Pseudo-analysis technique

The technique is quite peculiar: when communicating with a potential buyer, take a piece of paper and write in two columns all the disadvantages and advantages of your offer. After that, eliminating the disadvantages that the client does not like, exclude one advantage at a time. First eliminate the most significant advantages and minor disadvantages. So you need to continue until the client says the final "Yes" or the final "No". With this technique, you will show the client the value of all the points of your offer and give him a choice between cost and value.

Apply the technique of pseudo-analysis with all sincerity and without cunning, as the client will notice both, and if he determines that you are cunning, you will play against yourself. We also recommend that you prepare in advance for the use of this technique: break your proposal into components and determine their positive and negative points, and do this in a variety of ways so that you have different combinations in the “field conditions”. Based on the individual characteristics of each individual client, select the right combination of pros and cons and work with it.

As a result, we have analyzed more than a dozen different methods and techniques for dealing with objections. As you apply them and gain experience, the work will become easier, and at the end you will have an effective arsenal of techniques for almost all known objections. However, if it is relatively easy to work out true objections, then many sellers do not know how to work with false ones at all. To avoid being one of them, read on.

Dealing with false objections

When interacting with potential buyers, you can often hear something like: “Now I’m not ready to make a decision”, “We already have everything”, “I need to think it over”, etc. All of these objections are false. In fact, there may be a lot of them. As a rule, all these are “dummy”, but there are those that are not easy to distinguish from the true ones.

You must understand that every false objection hides either a true objection or a real condition that does not allow you to make a purchase (exactly what you talked about at the beginning of the lesson). Based on this, in order to learn how to identify and work out false objections, you need mainly to gain experience and analyze each specific situation.

But whether you have experience or not, remember that you should not answer a false objection, otherwise you will simply and most likely spend it on something other than closing a deal.

Another nuance is that most of the false objections are flaws in the establishment of customer needs or flaws in the presentation of the product. So if different clients keep telling you the same thing, it makes sense to rethink your approach to the rest of the sales cycle.

So how do you deal with false objections?

The task of working out false objections is to bring the client "to clean water", i.e. know the real objection. For this reason, methods for dealing with false objections are not standard, and they must be used based on the characteristics of the current situation (if necessary, combinations of techniques may be required).

The main methods of dealing with false objections are as follows:

• Just ignore the false objection. For example, you were told “I need to think,” and you continue your story, following all stages of the sales cycle, up to the completion of the transaction.
• Set the client on sincerity. In response to the objection of the client, you say something like: “Well, is this a reason to refuse such a purchase ?! Tell me what is really bothering you." But look at the situation: speak softly and unobtrusively, trying to be tactful and accurate in communication.
• Sum up the benefits. You once again list all the advantages of your product, and tell the client about the benefits for him. You can say, for example, like this: “Judge for yourself: buying this product, you get guaranteed quality, save on service, get so many joyful emotions from the new gadget and using it! And you say it's expensive?!"
• Ask a limiting question. Ask the client if this is the only reason preventing him from buying the product? Will he agree to the deal if this problem is fixed?

Dealing with false objections is much easier and faster than with true ones, because, as we said, they are almost always just empty words spoken automatically so that you do not invade the client’s personal space. It is much more important to learn how to identify them. So practice and gain experience.

Dealing with objections is often referred to as dealing with them. But the concept of “struggle” is completely out of place here, because, we repeat once again, there is no need to fight objections. The stage of overcoming psychological barriers in the mind of the client is a natural part of the sale, working with which the manager grows personally and professionally. Without labor, as they say, you can’t pull a fish out of a pond, and even more so you won’t sell it to a spoiled gourmet. And even when, for some reason, you can't work everything against your client, you must go the extra mile and try to make a deal. Remember, the more "No" you overcome, the faster you will begin to say "Yes".

In the next lesson, we will talk about another serious topic: we will talk about what sales management is, and what are the principles of this process; Let's talk about sales management strategy. We will also briefly touch on the sales department, tools and methods of sales management. Even if you are not going to become a manager, this information will be very useful for you as a manager, because. will point out many subtleties of the sphere of trade, which we have not yet mentioned.

Test your knowledge

If you want to test your knowledge on the topic of this lesson, you can take a short test consisting of several questions. Only 1 option can be correct for each question. After you select one of the options, the system automatically moves on to the next question. The points you receive are affected by the correctness of your answers and the time spent on passing. Please note that the questions are different each time, and the options are shuffled.

Customer objections arise as a result of an illiterately thought-out offer to sell a product. Therefore, marketers try to prevent possible objections of the buyer at the initial stage. Specialists think through all the details of the offer and the needs of consumers, and then competently explain and describe the essence of the offer to the client.

Difficult customers, handling objections are problems that all salespeople face. What to do if there are still denials and objections from the consumer? Working with customer objections is that you need to feel the client himself, understand the cause of the disagreement and overcome them in the future.

Work with objections

Working with customer objections is to identify the position of the consumer and overcome disagreements in relation to the trade offer. There are five basic rules for solving this problem:

1. Listen to the interlocutor. This is the main stage in sales. The seller must carefully listen to the opinion of the consumer. This is the only way to win over a person and arouse a certain sympathy.
2. Accept customer protest. But accepting does not mean accepting. At this stage, it is important to show that the fears are understandable and that the salesperson cares about the customer's concerns.
3. Examination. Here it is necessary to understand what consumer disagreement means. This may be an excuse or a disagreement due to a misunderstanding. Maybe the client does not agree with the offer just to quickly get rid of the annoying consultant. In this situation, you should find out the true motivation of the buyer in case of refusal.
4. Specification. In order for this stage to be implemented, and the client to take the side of the seller, it is necessary to ask clarifying and leading questions. These questions will help to understand the essence of the objections of the consumer. At this point, you need to show your professionalism, which will help win over a person. At this stage, the client’s doubts and objections are dealt with, where the outcome of the transaction depends on the effect.
5. Argumentation. All arguments must be confirmed and proven. Reliable facts will leave no doubt about the need and real need to purchase this product.

In addition to the basic rules, a successful manager must know that during a conversation, in no case should you argue with the buyer. The dispute will cause aggression in the interlocutor, force him to take a firm position, from which it will be very difficult to move him. And then all the work of the sales manager will go down the drain.

There are situations when the seller, seeing the doubts of the client, ceases to be active and goes into waiting. And at this moment, the buyer regards such silence as the fact that the seller has nothing more to add about the product. Doubts intensify, he tries to quickly get rid of the annoying manager.

An experienced salesperson knows that the excuse is lack of confidence in the quality of the product. Therefore, an excuse or a drop of uncertainty can cause distrust in the client in the proposed product. Dealing with customer objections requires the manager to self-analyze after the transaction. Trainings, different methods and rules help to conduct transactions correctly and efficiently in the future and accumulate really useful experience.

Effective Sales Technique

Back in the 20th century, N. Reckhamov, based on his research, developed an innovative and effective sales method, which is now used in many companies. SPIN selling is a special effective selling technique based on four types of questions. Very often today this technique is used by successful managers. Working with customer objections according to the method of N. Rekhamov is based on:

1. Situational questions. They are informational in nature. They will help to establish contact with a potential buyer and understand his needs, as well as features. There should not be many of them, since questions are only the initial stage in the sale.
2. Issues of a problematic nature. They help to understand the dissatisfaction of the interlocutor, which causes a desire to acquire what is enough. These are the main questions without which it is impossible to build an effective sales methodology. At this stage, you should make it clear to the client that the proposed service or product will help to cope with problems.
3. Extraction questions. Show all the positive aspects in the acquisition of goods.
4. Guiding questions. Once the consumer has understood their problem and its consequences, it is time to propose a solution to the problem. These are questions where the client himself begins to present the product and describe its positive qualities.

The technology of working with customer objections, which is built on questions, is an effective sales strategy, since any question will not remain unanswered.

Dealing with customer dissent in sales

Even if communication has been established, the problems and needs of the client have become clear, there may still be a denial of the proposed product on his part. The rules for working with customer objections in sales are a casual conversation, with a smile, jokes, compliments towards a potential consumer and with positive emotions.

Why does the client object? Maybe he is in a bad mood today or a problem day? Or maybe he just wants to lower the price? There can be many reasons, the sales representative needs to overcome them. It should be remembered that at this moment it is impossible to press or put pressure on the client, as he may feel discomfort and leave. Working with doubts and objections of the client in sales is based on the basic rules:

1. The consumer must perceive the sales manager as their own partner. Each manager should treat the client as an interlocutor who can further realize common interests. Therefore, a professional treats the objection of the client with joy and understanding, because he shares his concerns and fears. In no case should you fight the protest, as such tactics will not lead to the implementation of the corrupt plan. The client will always be right.
2. Emotional contact is the basis for the foundation in cooperation with the client. The stronger the emotional connection, the better cooperation will occur. At this moment, trust in a stranger arises, and even if disagreements arise, the seller's arguments and facts, during the established emotional contact, will be convincing for the client.
3. The sales representative must collect as much information as possible about the needs and needs of his client. This will help to make the offer the way the buyer needs. There will be fewer doubts and protests if the trade offer matches the client's expectations.
4. The fourth rule is based on clarifying the very meaning of negation. A professional seller will always ask about the reason for the refusal. This will help to improve relations with the buyer and not cause an inadequate reaction from him.
5. Search for the true motive of the negative reaction to the proposed product. To do this, you need to ask leading questions. They can be formulated in this form: "Is this reason stopping you from purchasing the product or is there something else?" or “What stops or scares you about a proposal?” etc.
6. Since the dispute will not lead to anything, the client’s thoughts and statements should be directed in the right direction, which is necessary for the sales manager. That is, this tactic is based on agreeing with the objection, and then translating this thought in the right direction.
7. The sales representative must be persuasive and confident in their product. During the presentation, you should use metaphors and quotes, back up your statements with facts and data from statistics. This will increase the credibility of the product.

In terms of facts, all protests from the consumer are reduced to zero. Dealing with customer objections in sales is about understanding the customer's problems, benevolence, and being friendly. This will help build partnerships and encourage the buyer to choose a professional sales representative.

Good day, my dear readers! Most recently, I wrote about working in network marketing and mentioned that the only downside is that you will often face rejection. Today I will tell you how to specifically work with client objections, the basic principles and technologies, what phrases to say and how to respond to a wide variety of negative feedback that often confuses a manager. Basic techniques and principles will be discussed with simple real-life examples.

From this article you will learn:

First of all: What not to do!

Every day I negotiate with clients, sometimes with my own, but more often with clients of my clients, in order to understand what techniques work, to test something new and, in the end, to test the strength of the old ones. During negotiations, I often hear objections from clients. So many objections! And about six or seven years ago, when I was just starting to work in active sales, this unwillingness to even listen to me was stumped, I didn’t know what to do. Here they refuse me, and I was at a loss, I didn’t know what to say, it happens, I just kept silent on the phone, and sometimes I said some absurdities. For example, they tell me:

We don't care, we don't need anything!

I'm talking:

- Nothing is interesting ... Maybe you will still be interested?

Answer:

- Yes, girl, we are not interested in anything! Thank you! Goodbye!

I tried to somehow continue the conversation:

- Wait, wait! Maybe ... Let me send you a catalog by e-mail? Look…

They say:

- Yes, send it, we'll see. Goodbye! - and hung up.

I didn’t hear any more news from them, I was afraid to call back, because I didn’t know what to say, but they already refused me. Or, when I heard the objection: “I will think / we will think,” I was also lost, did not know what to say:

— Of course, you think, thank you for your time! Or maybe something does not suit you? What are you going to think about? - and said such absurdities, which did not lead to anything, but more often simply spoiled relations with clients.

Let's imagine the level of a person's excitement as a scale from 0 to 10. A sales manager, a novice, has just joined the company. He picks up the phone, calls and hears a negative reaction from customers, his excitement goes off scale by 9-10 points. He does not know what to answer, and even if he had prepared phrases before that, they explained to him how to work with objections, he will still forget everything, or he will answer wrong, because he is afraid, did not expect a refusal, he thought, that he will call now, and they will buy something from him without any problems, and nothing bad will happen. And they say to him on the other end of the telephone wire:

— We don’t need anything, we are already working with someone, thank you, goodbye!

Everything, he was put in a dead end. But, if you are ready for objections, if you perceive negotiations with clients, including with new clients, as a field where there will definitely be refusals, your level of excitement decreases to the norm, 1-2, maybe 5. And you are ready for these objections, you understand that they will sound, and you have clearly prepared phrases of what to say in order to process this negative response.

Introduction

These words have been tested in various fields and work without a miss. Before I write you specific phrases, I will explain in general principles how to respond to rejection so that you know why these particular words are better to pronounce. What you have probably read in books and watched in video courses is probably not valid at the moment. This is about the "fight" with failures. Why don't they work?

Imagine that there is some huge company that everyone wants to work with, and every hour a bunch of salesmen try to get through to this company. And do you think the managers who are calling have they been to any sales training or read articles, books or studied any video courses? More likely, one of them has studied these issues and understands how to deal with the client's unwillingness to cooperate or even just listen to the proposal. And, when the employees of this enterprise refuse, they also understand how the sellers are trying to circumvent their objections, and, consequently, the employees of the company: both the secretaries and the management - everyone who makes decisions, has already gained immunity, how to respond to failure handling. Thus, those methods that have already affected them tens and hundreds of times no longer work. In view of this, it is necessary to break the pattern, to do something that the opponent does not expect. It is most important.

Handling the objection "We are not interested, we do not need anything"

Let's start with the most common refusal that appears at the very beginning of the conversation: "We are not interested, we do not need anything." You start to offer, and then this objection arises as a barrier to further communication. Your goal is to make contact so that you can move on to identifying needs, and based on their needs, move on to presenting your service or product. But before you identify the need, you need to make a preliminary presentation, hook the client. The most important thing when you hear this refusal is to make the transition to questions.

Let's look at 4 techniques for handling the objection "we are not interested."

Exit to dialogue

- How are you not interested? Wait a minute, wait a minute, you probably misunderstood! Now I will explain the essence to you again, and then you will decide how interesting it is for you. Good?

The client did not expect you to react so painfully.

- How so, not interested? Do not hang up, you misunderstood me, maybe you didn’t think that?

In this vein, your main goal is to hook him into a dialogue so that he can talk to you, and then, word by word, you slowly move on to the next steps.

If this technique does not work for you, you can try another.

"Just for you"

- We are not interested.

- Yes, yes, but I called your company, because you manufacture computers. It is so?

Yes, we do.

— Our service is focused specifically on companies that produce computers, and with a very high degree of probability, our service will be of interest to you. Let me describe what and how, and you will already decide whether you really do not need it. Good?

This client may agree. I call this method “Exactly for you”, that is, you show that the service is aimed specifically at this client, and that he is most likely to be interested.

"Others Agreed"

We are not interested!

“Of course not! I received exactly the same answer from a good dozen companies last month, and three of them have already signed a supply agreement with us this week. I don't want to waste my time or yours. Now I will quickly tell you the essence of the proposal, and you will think how much you need.

- Come on.

A potential client hears that someone at first did not want to receive a service or product, but then agreed, then it might be worth really listening and paying a little attention.

"I understand you"

- Yes, I guess perfectly well that I'm not the first to offer you something these days, I understand that you don't want to listen now to how someone is pushing something into you. Therefore, now I will tell you for one minute what benefits this product can bring, I will ask a couple more clarifying questions, and there we will already decide whether we can be useful to each other, and you will determine whether it is really not interesting for you. Good?

I have tried hundreds of techniques for dealing with this rejection, and these four have worked much better than the others. It is important not to sell anything right away, not to sell anything.

There is a possibility that you will be able to invite a potential client to a meeting after processing this refusal, but I do not advise you to do this, because this possibility was tested and this is very low. Probably in the future I will write an article where I will explain in detail how to properly invite a client to a meeting, but this is not about that now. We processed the refusal “We are interested, we don’t need it”, and, so to speak, went to questions, sold time. Now we have an additional chance and time to hook the client and invite him to a meeting, to get him interested in our products.

Methods of reaching the decision maker

It often happens that the objection, especially “We are not interested,” is not the person making the decision, not the person who is really responsible for the delivery of products or the purchase of your service, but the secretary, as if the gatekeeper, the girl who sits in order to to send such sellers away, picks up the phone and says:

We don't need anything! Goodbye! send everything by email! Goodbye! Goodbye! and the girl hangs up.

You need to somehow get through this gatekeeper. That is, the previous techniques, they are designed primarily to handle the decision maker's objection. It doesn't work with the secretary. You don't need to do this, because you will get into a dead end. You will just be hacked to death.

• Now I will tell you one method of how to bypass the "gatekeeper", which works with a very high probability. You call the company:

- Good afternoon! Is Anatoly Antonovich in place? Didn't he leave?

Secretary replies:

- On the spot...

- Switch, please!

And you are switched.

• Or, for example, if you don't know the director's name:

- Good afternoon! Is the director there? Hasn't he left yet?

On the other end of the wire:

- Hasn't left yet...

You are right there:

- The phone does not pick up the mobile, I don’t know how to get through, please switch it!

Once, and you are switched. I won't explain why this technique works, but it works very well.

Failure Prevention Principles

I think it's better to prevent an objection than to deal with it later. The moment a negative response occurs, you already need to prevent it before it starts to manifest.

Here I will describe a couple of methods on how to do this.

1. A company that sells antifreeze (this is a liquid in ventilation that is involved in various processes) for the ventilation system of business centers needed to be sold to the chief engineer.

When a call comes in to the chief engineer, they said something like this:

- Good afternoon! I'm calling about your building, business center, on Moskovskaya Street. Is yours built in 2008?

- Yes, 2008, so what?

“It's just that it's at risk of damage to the ventilation system, and we need to take a sample of the fluid to establish this for sure. We'll be in your area tomorrow afternoon. We can drive up. Will you be there?

And the chief engineer said:

- Yes, I'll be right there. And what?

And they asked him something else, clarified the nuances and, accordingly, the chief engineer agreed to a meeting.

We did not receive objections “We are not interested in anything, we do not need anything”, we, in principle, did not offer anything. We went straight to the meeting.

1. Another option was tried with Internet providers who sold the Internet to apartments, houses, and individuals.

- Good afternoon! Tomorrow we will test the speed of the Internet and the possibility of failures in your house. Will you be at home from 6 to 8 pm?

The client said:

Yes, I will, but what?

- Good Excellent! Our master will come and take a look. It literally takes two minutes.

And that's it. The client agreed, the master came, looked at the speed of the Internet, like, what, and said:

- Look, you have such a tariff, it costs a certain amount of money, for example, 100 units. There is another, with the same speed, costs 95. We can consider this option. If anything, we will connect you in just a couple of hours.

And many customers agreed, that is, the sale took place already on the spot. Managers, respectively, first called all the apartments according to the directory, then the master came and made 20 visits in the evening.

Use this technique, and the objection “We are not interested in this” will not arise.

As many say:

- Hello! We have excellent internet with good speed, and we can connect you on favorable terms. Want to?

- Oh, No! What internet? We have everything. We don't need anything! This takes a lot of time! Goodbye!

And that's it, they sent it. Here it is already difficult to work with the objection. In the variant with checking the speed of the Internet, it is easy to work with a refusal, because in principle it does not exist.

Technique for dealing with the objection “We are already working with someone”

Objection: “We are already working with someone.” This rejection occurs in B2B sales where you are trying to sell something to a company. How to respond correctly?

"That's why I'm calling you"

We are already working with someone!

- Fine! First of all, we are starting to cooperate with those companies that already have experience of such cooperation. How long have you been working with them?

And the client automatically answers the question. Accordingly, the conversation went on and the objections “We are already working with someone” are gone.

"For the future"

- Fine! That is why we called you. We are currently working with these companies as a priority.

And he says:

“Oh, you know, we don’t need anything, we are working with someone. Sorry, we're fine...

Then you say:

“Okay, but perhaps in the future you will need to look for a new supplier. After all, can this be?

- Yes maybe.

- Let's communicate? Let's see how we can be useful to each other? For the future, you will have us in mind. We will be with you as spare suppliers.

"Nuances"

- Fine! We just work with such companies that are already cooperating with someone, and you never know what happens, the delivery time is broken, or something else. We can be your additional suppliers, and if anything, you yourself can contact. Good?

- Well, you can be additional, spare.

- Fine! But I need to clarify a couple of nuances, just in case, about deliveries, if there is time now.

- Let's clarify.

And now you are already talking to him, and word by word you take the position of your own, you are already spare suppliers.

“We need to discuss the nuances” and then you move on to clarifying the needs, which is what we need to do.

Again, this failure occurs at the very beginning. This, as it were, is not an objection, but more resistance. They don’t just want to communicate with you, and you need to break through this cocoon, destroy this wall in order to move on to questions, to a presentation and to good contact. This is how you do it. You are spare.

"Don't Waste Time"

— You know, we are already working with others.

- Fine! How long have you been working with them?

- 2.5 years, approximately.

- Fine! And why did you choose them as partners? What interested you more in them?

Of course, he may not say, but there is a possibility, thirty-forty-fifty percent, that he will begin to answer and, accordingly, you seem to have not noticed the objection “We are already working with someone”, that is, you continue to ask with enthusiasm questions. The main thing is to do it confidently. If you apply it uncertainly, most likely this technique will not work for you, and, accordingly, you immediately: “This does not work, it does not fit.”

We are already working with someone.

- Amazing! I understand that you regularly research the market in order to work with companies on the most favorable terms. So?

If the client says:

You answer:

- Amazing! Let's compare our offers and you will decide.

If he says:

No, we are not considering.

— Yes, but what do you think, are there companies on the market now that can offer the same services as your current suppliers, but on more favorable terms?

- Well, yes, of course, they can exist ...

- Fine! Then let's, in order not to waste either my or your time, we will now compare proposals on key parameters and determine whether we should continue the dialogue further. Good?

And most likely the client will say:

- Good.

And, mind you, in some methods in dealing with the objections “We don’t need anything” or “We are already working with someone”, I used the following technique: “ I understand that you don't want to waste your time."- She works very hard.

"Weakness of competitors"

Even here there are situations where you know the weak point of competitors. Let's assume that their shipment is carried out by customers. That is, a competitor supplies products to someone with whom you would like to cooperate. The client arrives in his car and picks it up, but it would probably be easier for him to have the goods brought to the warehouse, and you have such a function included in the contract, moreover, at about the same price. Maybe a little more expensive, but not by much. So when a potential client says:

We are already working with someone.

Hook him right away for this nuance:

- Fine! Do they deliver products to the warehouse themselves or do you have to travel every day?

Companion:

- We drive ourselves.

- Fine! Perhaps we will have common ground. Let's discuss cooperation options for 5 minutes, and then you decide whether you are interested or not. Good?

- Good.

You postpone the decision to another date. So the client says:

- Not interested.

And you say:

- Good! Fine! Amazing! Let's discuss and this "not interesting" you will have a chance to say later, later, when you, so to speak, learn additional facts.

Let's imagine that he buys low-quality wood accessories. You speak:

- Are you already working with someone? Fine! What material do you buy accessories from?

And the client says:

- From the usual, it can also be made of plastic.

— Plastic? It's just that many customers on the market are now interested in natural wood of certain species. We just have such options, we can show you. You then decide if it's interesting or not. Good?

- Good.

You are selling, again, a conversation on the phone, where you cling to certain techniques.

"Principled"

Do you basically work with one company or are you considering other options? Perhaps there are better ones for you?

Client says:

Maybe we are considering.

- Good! Let's discuss!

Principles for determining that you are a decision maker

If suddenly you realize that you are not communicating with the one who makes the decision, but you are talking with the secretary who disguises himself as the person who makes the decision (this often happens). You need to find out, is it?

For this, the following technologies are used.

“Are you the one who makes the final decision?”

- Tell me, please, as I understand it, it is you who make the final decision on this issue?

Interlocutor says:

Who does this in your company?

He may not tell you the name right away, but you already understand that this is not a decision maker (abbreviated as a decision maker).

"What's next?"

Before discussing your collaboration with a client, you need to find out if this person makes decisions. There was just a situation where one of the managers went to a meeting and made a presentation there for two hours, and then it turned out that he was not making a presentation to the decision maker. As a result, two hours were lost in vain, another hour on the way there, an hour back. In general, a lot of time, half a day you can say. In order not to get into such a situation, not to lose time, money, ask:

- If we now discuss all the details of the proposal with you, and it seems to you that it is interesting, what will we do next? What are the next steps?

And the interlocutor can say:

- Then I will take it to the director, he will consider it, then you will talk to him, and so on ...

And you understand that this is not the decision maker.

During a conversation, you say:

- Tell me, please, will you consult with someone before making a decision on the supply, on the purchase?

If they answer:

- Yes, of course, I'll take it to the director, he will look, either to one or another leader, he makes a decision.

This means that this is not a decision maker, but if the client says:

— Advise? No. I'll make my own decision.

Note:

But, I want to warn you, it often happens that you don’t need the most important director, the leader. Perhaps the middle manager with whom you are now communicating makes the final decision, and then simply comes to the director and says:

- Stepanovich, look here: a cool offer. Let's take it!

"Come on, since you've decided, let's go!" The director trusts him very much.

Therefore, in some situations, it is not necessary to explicitly go through this person. Most try to get through to the most important thing through many, many, many managers. Some need to go through, some don't. How to define it? This is the topic of a separate article. Try to decide for yourself.

Dealing with the "I'll Think" Objection

This refusal will sound in 99 percent of cases, if a negative response occurs at all. How to work with him? "I will think". The worst thing you can do is say:

Let's think together.

- What are you going to think about?

This is not necessary, because it greatly aggravates the relationship with the client. You strain it, and buy from someone who does not strain. If there is an option for handling “I’ll think about it” objections without straining the client, why not use it? Why stress him? Do you enjoy being stressed out? I'll tell you now:

“Buy me a cap or a T-shirt for $100!”

You don't like the shirt and the price is unacceptable to you. You won't say:

- No no! I do not like!

Because I will work with this objection:

Why don't you like it? She's great!

And you don't want me to work with him. You understand that I will process it, and you, in order to get rid of it, but so, painlessly, say:

- I need to think, if anything, I'll come back to you.

And I tell you:

Let's think together, shall we? What are you going to think about?

What do you feel now? Probably not much. Yes? Accordingly, do not put your clients in such situations.

How to handle this objection?

"Another Solution"

First, we support the client, we say:

- Fine! Of course, think! Indeed, you need to make a smart decision! But I would like to clarify: at this stage, are all the conditions acceptable to you, or will we find another solution just in case?

Previously, at the training, I gave the technique simply:

- Well, how about you, are the terms of delivery already acceptable?

And the client said:

Yes, acceptable, acceptable...

That is, this method did not work very well. Much cooler works:

- Well, are the terms of delivery acceptable to you, or will we try to find other options, just in case?

And the client:

Let's eat just in case.

It turns out that something really didn’t suit him, because, as I already said, the objection “I’ll think about it” arises when something doesn’t suit the client. He simply will not say a true refusal, and in order to get rid of, so as not to aggravate the situation, he will say: "I'll think about it." Accordingly, you simply remove this “I’ll think about it” from the road and pass it. Behind the "I'll think about it" denial lies another objection that is nicely computed by the following technique.

"Is the price acceptable?"

If you understand that the client is not satisfied with the price, say:

- Well, of course, think about it. Indeed, you need to make a competent decision, but I would like to clarify: is the cost of this product acceptable to you? Or try to find another option, at a more affordable price?

“By the way, I forgot…”

The client chooses a mattress and says:

- I need to think.

You speak:

- Fine! Amazing! And, by the way, I completely forgot to ask: are you considering a spring filler? We have other options without spring filler. Special orthopedic springless mattress, let's see?

The client replies:

- Let's.

And you get away with the "I'll think about it" objection. He is no more.

You translate the topic of conversation, buy additional time from the client. You have an additional chance to identify needs, determine why he wants to think, and so on. But when he says: "I'll think about it" - this is such a hot spot. But if you try to sell now, nothing will work, you need to lower it first:

Let's see another option, shall we? I forgot to suggest...

Here you can already calmly communicate with the client, there is no such intensity of emotions.

And, by the way, about the objection "I'll think about it." Once you've handled the "I'll think about it" rejection once, it's harder for the client to say it again.

Imagine he said:

- I will think.

- I completely forgot, we will show this option ...

- Let's!

You show. If he says again: "I'll think about it," he will simply feel like a fool. And you are not to blame for this. The likelihood of a sale here increases, or the likelihood that he will say a really true objection.

Avoiding the "little things" objection

It happens that the client objects over trifles. Something doesn’t suit him, the color doesn’t suit him, or the equipment doesn’t suit him, or the delivery time, or the assortment is a little bit scary there, or there’s a wrong button somewhere. Hence you are saying:

- Good! I understand that, in principle, everything suits you, you are already ready to purchase. It remains only to resolve the issue with ... - say something that does not suit the client. - ... with a button, with a color, with a complete set. So? So here we decide...

And if the client says yes, then indeed that is a valid objection. But, if he says that not quite, that is, if he has another objection inside, then he understands that you are now ready to resolve the issue with this button. You said it very confidently. Accordingly, he is more likely to say a true objection or another false one. Or say:

“Actually, I just didn’t take money with me, you know.

- You know, I just focused on prices by 20 percent lower, but here it’s as if more expensive ...

So the objection “Expensive” arises, which you are already processing in a different way, that is, again, you have removed this refusal “On trifles” from the path. He was, he was removed and to the next objection: "Expensive."

What to do in case of refusal "Expensive"?

The “expensive” objection is one of the most popular objections. But you need in most cases to get it to be said. Some clients simply don't say "Expensive" because they don't want to appear poor in your face, so to speak. That I have no money and it's expensive, and many want to appear richer, but this does not apply to professional buyers who only know what to say:

- Expensive, oh, expensive, expensive, expensive!

They just want to bring down the price, they are specially trained to bring down the price.

• So the first thing to do is to find out if this objection "Expensive" is true.

You're asking:

- Well, as I understand it, if the price suits you, then you are ready to buy. So?

If the client says:

So, you need to figure out the price with him now. But if he says:

— Not really… You know, we just don’t have money with us right now, we haven’t paid our receivables now… Now, if they paid… Then, perhaps, we would buy…

It turns out that this is a matter of unpaid receivables, and not that it is expensive. We checked the objection "Expensive" for truth.

• If true, we process further, it's good if you have other options. Here is an expensive option and there are still less cheap options. Then you say:

— Yes, indeed, this product is not cheap, but let me explain to you why it costs so much money, and why many of our customers choose this particular product and are ready to pay for it.

And, accordingly, then you need to build a chain of arguments for the benefits of the client. Identify the needs before this, so that he feels that he is paying for the cause. He probably has money. There is simply no money for your product. He doesn't feel value.

• And the simplest option in handling the "Expensive" objection is you say:

- Okay, let's pick a cheaper option!

And you choose a less valuable option, he can take one, but there will not be this one, this one, this one, this one, and this one.

“It may be useful to you, and it may be useful to you in such and such a situation.

It can be compared with a simple example: computers. There is a budget computer. If you open 20 tabs in your browser at the same time, then your browser will slow down and work slowly. And another computer, more expensive, will work great.

• It happens that the client says to you:

- Expensive.

And you understand that he saw somewhere cheaper. You're asking:

- Okay, I understand that you have already compared with something somewhere? Yes?

Ask confidently. No need to ask compared to what. This now causes rejection, and customers perceive it as rudeness.

- I understand that you have already compared it with something somewhere? Yes or no?

That is, you give the client a choice. If he immediately says:

Yes, I compared. There are cheaper ones.

Here is an important point, if he knew your approximate price order, but came to you, then most likely he is interested in your offer in some way.

- Well, you knew the order of prices, you knew that we have a little more expensive. Why did you decide to come to us, to see our version? What do you find most interesting about our products?

You calculate the key benefit and hyperbolize it accordingly.

“We don’t have money” rejection technique

I am often asked:

- And how to respond to the objection "We have no money"?

It's probably happened to you too.

Immediately cut at the root:

“Oh, we don’t have money, we don’t want to buy anything.

You first need to find out if the objection is true or not:

- Okay, but as I understand it, if there was money, then we would discuss all this with you. Yes?

— Yes, then perhaps we would be interested in it.

“Okay, great, but the money may come in the future. Now there is a crisis, tomorrow there will be no crisis. You know, one client told us yesterday that there was no money. And there was no money in the account, in general, by zero. We discussed options for the future with him, and two days later the debtors sent him a receivable. Accordingly, he immediately called us, and now we are concluding an agreement with them. Perhaps you will also have money, and for the future, let's discuss to know who offers what. Moreover, 5 minutes for a conversation, I think, will not take us more.

- OK good!

And you are discussing. Now your main task is to interest the buyer. The money is most likely there, and this is a false objection. But, you know, what's the point? If he said: “There is no money”, then after this refusal, even if your offer is very interesting, the client will not be able to buy from you. Imagine he says:

- No money.

- Don't worry, let's, I'll offer - you look, and we'll figure it out there.

- Yes, let's do it.

You offer, he thinks: “A really cool offer, worth buying, really worth it! Oh, I said that there is no money, and what to do? I will look like a liar! No!" and says:

- Let's go later! Good?

And that's it, and you lose customers. But! You speak:

“Perhaps there will be money. I had a client who had money in a matter of hours because you were paying accounts receivable. Probably, you will also be paid something today, and money will appear. Could this be?

They say:

Yes, there is such a possibility.

Now, if the client is interested, he can agree. Say, for example, that the receivable was sent. That is, you suggest to him a way out of this impasse, how to get out of it, so as not to seem like a deceiver.