How to deal with objections

Frankie Kemp

13 March 2012

Dealing with Objections

What happens when someone raises an objection and you know there’s a way round it…if only you knew those magic tactics to turn a ‘no’ or ‘not interested’ into at least a ‘you’ve got something there: let’s talk’, or even a ‘yes’.

The Pause-Align-Deflect technique was just one of a bundle that I gave to client who need to know how to handle objections.

This technique comes in three stages:

1. Pause

Why? Because it gives you time to think. If you’re given an objection such as ‘We don’t have enough money for your service’ and then dive in, you may sound a bit desperate. You need to be regarded as a solution finder to your potential customer’s problem.

2. Align

This is where you agree with the gist of a statement, rather than the content. So in the example above you’d be asking something like ‘It’s important that you allocate money to your priorities, isn’t it?’. They’ll nod in agreement, which opens the door for you to…

3. Deflect

This is usually in the form of a question and will help you keep the door open with your clients e.g. ‘What are your priorities at the moment then?’ You may find that you can help them with those priorities! Alternatively, you maybe able to indirectly do so by referring a contact. This will gain trust and a sense of partnership so that you’ll be near the top of the list when they do need you.

Here are a few more examples that could be just a relevant to professional services as charities:

Client: “Your company’s too big”
You: “Receiving the proper attention and care is important.”
Deflect with a question:
You: “So what do you look for in a relationship? What are your expectations?”

Client: You’re no different from anyone else!
You: It’s a minefield selecting a xxxxxx, isn’t it, especially with so many in this area. Can you talk me through your selection process?

Client: I’m not actually sure we need your product.
You: It’s really vital that you select the right resources when you’re growing. What are the main areas of your service you’d like to develop.

Client: Our budget has been cut.
You: Allocating funds to the right product is vital now. Where are your priorities at the moment?
Client: That won’t be a solution.
You: We don’t want to waste time and effort on something that won’t work. What would we need to do to make it work?

You may find that the your client/potential client isn’t ready to bite yet, for example in the last dialogue.
However, your question can perhaps uncover opportunities thay you haven’t yet considered or give you an idea of when the time is right.

What you might realise as you read this is just how applicable this technique is to discussing next steps, performance appraisals, brainstorming and more. You can deal with disagreement and keep the door open to solutions.


What specific objections do you find it difficult dealing with?  Let me know below and I’ll see if I can help you


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