How to respond when a prospect says no? When you are closing deals you will probably hear a lot of no’s. You’ll talk to prospects who are just not ready to buy. Sometimes it can’t be helped. But more often than not, a good salesperson can turn the situation around.
We aren’t recommending you to be manipulative here. In the end, it all comes down to caring about your prospect and uncovering if your product is going to help them. That’s what the sales conversation should be about. But sometimes, prospects are standing in their own way. When that’s the case it’s on you to respond to their “no” accordingly.
Today we’ll go over some techniques that help you do exactly that. And you will also understand that a “no” comes in different shapes and forms. Some prospects might say a different sentence but it’s their way of saying no to you.
When you become aware of that, you can also sense much earlier how your prospects feel. So instead of a sudden “no” at the end of the conversation, you read the clues early on. You are more open to handling their objections and therefore guide them to a “yes” with more confidence.
As a side effect, these tactics will generate more income for you. You can implement these simple techniques right away. So, let’s have a look at how to respond when a prospect says no.
Turn Their “No” Into A “Yes”
Let’s imagine you talk to a prospect. You talk to them on the phone and ask them lots of qualifying questions. Do they have a need? Are they capable of buying? Do you have to talk to other decision-makers? Is this something they want right now or maybe later?
All of that is good – but what if they still say no?
Maybe they are just not ready. Or maybe your solution is just a bit outside their budget. When that happens most of the time you would just say – That it’s too bad. Maybe you can talk again in the future? But chances are you will never hear from them and never talk to them again.
But what if you could do something different? Instead of giving up and ending the conversation there, you could do a very simple thing called “downsell”. Now, what’s that?
Let’s assume you have an offer at 3,000$. Now there might be prospects who aren’t ready to invest that kind of money. What do you do? It’s simple – have some kind of option that costs a bit less, almost like a lighter version of it.
Maybe it’s 500$ or 300$? Come up with something you could offer to them that’s not the whole, full solution. Instead, it’s a good starting point to get them from A to B. And perhaps once they get from point B to C they will be ready to invest in the full package.
When you offer a downsell you have one big advantage: You don’t have to turn them away when they say no. Because if you are smart you understand this: It’s better to get them into your ecosystem than to turn them away. It’s much better if they buy a smaller product instead of not buying at all. In the end, a buyer is a buyer is a buyer. Once they buy from you, they’ll buy again.A buyer is a buyer is a buyer. Click To Tweet
Why A Downsell Works?
A buyer is worth at least 100 times more than a typical prospect. They have already demonstrated their will to invest. They showed they are willing to buy. Most salespeople never get this – somebody who bought from you before will much more likely buy from you again.
Usually, when you turn down a prospect, they are disappointed. They are thinking: Oh your solution isn’t for me. But when you have a downsell option you always have something to offer. And then, you can always follow up with them afterward. Ask them how the product is and if they are getting results. Maybe you even get a testimonial from them.
So, you help them to get some results first. Then they might be ready to buy the next thing. Essentially, your downsell – a low ticket offer – is your way of building a buyer base. It’s almost like planting a seed. And once they are ready for the next step, they are already in your ecosystem. You are building your buyer base and making a profit at the same time.
When you use this system, it’s not just about “yes” or “no”. With the downsell option, it’s now “yes” or a “smaller yes”. That’s exactly why so many businesses use the three boxes method.
Now, of course, this isn’t the only way to respond when a prospect says no. This will handle lots of the no’s you usually get, but what if you still get rejections? What can you do then?
No Is Just A Word
Quite often the resistance lies in the salesperson. Now, what do we mean by that? When you as the seller are even just a tiny bit uncomfortable with what you’re selling, it will transfer on your prospect. It might not happen consciously, but your prospect will sense that something is off.
So, your mindset as a seller is extremely important. What do you think about rejections? How well do you handle getting a no? Do you take the rejection personally?
At the end of the day, no is just a word. If you know how, you can turn it into a yes. But all the techniques in the world won’t help you if you can’t handle getting a no.
We see so many salespeople who are afraid of being rejected by their prospects. Why? Because they don’t know how to respond when a prospect says no. They hear the word and freeze. They think all chances of making the deal are gone. So they just try to get out of the conversation as fast as possible.
To turn this situation around you need two things. First, you need to be sure that the prospect will benefit if they buy. You need the unshakable belief that your product will help them. So it’s not something that you shove down their throat. It’s helping them. It’s a necessity.
The second thing you need is ice cold confidence. When you get a no, you don’t flinch a bit. Instead, you just see it as it is: a word. If you still want to, you can always turn it into a yes.
Identify Their Need
How to respond when a prospect says no depends on what type of no you get. Sometimes the no is a price objection – that’s when you use the downsell.
But there are other types of rejections. Sometimes, the prospect might not see how your solution would help them. Let’s call this the “I don’t see the value no”. If a prospect doesn’t see the value then it’s your job to make them understand and recognize it.
Maybe you did a bit of a poor demonstration? Or maybe you didn’t fully understand what your prospect needs? Even if you ask the person why they are interested in buying from you in the first place, that’s probably not their real reason. Almost all the time, there is a bigger pain behind it.
That’s why we keep saying “all prospects lie”. It’s not that they are lying on purpose. It’s more that they don’t feel comfortable sharing the real reason with you. But how do you get to the real motivation?
When a prospect gives you a no, take a step back. Did you really understand them? Do you know their pain? What moves them? What keeps them awake at night? On the next step, evaluate if you truly demonstrated what your product or offer can do for them. Did you make them see the value?
“I Have To Think About It”
Let’s be honest, I have to think about it is often just a no in disguise. Maybe the prospect is too polite to say a simple no, so they use this instead. Nearly in all cases, you hear this and the sale is lost. But, here is a way to avoid it.
Usually, when a prospect is about to say this, you can already feel it. You’d notice they are wavering a bit. They don’t give you clear answers. So, instead of them saying it, you say it first: It’s ok, you don’t have to decide it right now – think about it.
When you do that, you show that you care. You don’t apply any pressure, instead, you build rapport and trust. You show that you genuinely want to help them. And since you know that no is just a word waiting to be turned into a yes, you can handle it with ease.
Imagine this move like taking fire out of the conversation. They don’t have to reject you and they don’t have to be disappointed that your solution isn’t for them. You give them a chance to gain a moment of clarity, so they can decide if they want to move the conversation forward. And that’s one more way how to respond when a prospect says no.
“I Don’t Have The Time”
Some prospects give you a no by saying that they don’t have the time. They don’t have time to talk to you, they don’t have time to commit to something, and so on…The thing is this: not having time means they aren’t making the time for it. So for some reason, it’s not their top priority right now.
Now the problem is, most salespeople would react wrong to this. What would they do? They would tell the prospect that they are available anytime…that they would basically clear out their calendar for them.
That’s exactly what you shouldn’t do. What do you want to do instead? Make it clear that your time is valuable too. You don’t have much time to talk either. But at the same time also communicate that you will make it worth their while. That you will be mindful of their time and deliver that value.
How to respond when a prospect says no disguised behind this excuse? Be mindful of how you communicate about your time.
“I Have To Talk To My Partner First”
When you talk to a prospect, they often aren’t the only decision-maker. They might want to talk to their spouse, a business partner, or another person they work with. Now some prospects might use this to get out of the conversation with you. That’s when this objection becomes a “no”.
But when you know what to do, you can easily handle this kind of objection. Again, it all comes back to caring about your prospect – don’t push them into something they would regret later. If they can’t make the decision without their spouse, then accept that. The next thing you want to do is this: help them out.
Offer to hop on a call with them and their partner or spouse. That person will likely have questions that you can answer. When you do that you demonstrate you care, don’t want to push them and still have a chance of getting to a “yes”.
“What If This Doesn’t Work”
Now when a prospect says this, they are probably genuinely nervous about making this work. The best thing you can do is to acknowledge their questions. Tell them it’s a great question to ask.
In the next step, find out what “work” means to them. How do they define if something works for them or not? From their response, you’ll see what they care about. Maybe they are focused on getting a return on investment. But they could also give you more emotional answers such as – I want to feel good about it.
So, it is really important that you ask them directly, instead of guessing what it means to them. Because if you keep guessing, you might handle a wrong objection and get to a “no” in the end anyway.
But if you know what they are talking about and what they need from you, then you can help them overcome their fear. After all, most prospects who ask these questions are a bit afraid. If you show them why it can very well work for them, then you can get to a yes much easier.
A No Is A Lesson
How to respond when a prospect says no? Well, sometimes when you get a no, you just can’t turn it into a yes. That’s ok. Maybe your prospect has wrong expectations. Maybe your downsell is still too much for them. Or maybe they just can’t make the decision right now. It’s bound to happen and you’ll learn from it.
Not every prospect is perfect for you. And your product isn’t the perfect fit for every prospect. In such a case, it’s actually better if you qualify them and simply tell them that it’s not the right fit.
Getting a definite no could also mean that you have to improve your skill set. Maybe there are objections you can’t handle at all? All you need to do is to figure out what kind of no’s you have trouble with and develop your skills accordingly.
How To Get To “YES” With This One Skill
You probably read lots of techniques on how to respond when a prospect says no. And you are also aware now that a “no” can come in different disguises. Each situation will call for a different response from you.
It always comes down to the basics: genuinely care about your prospect and their situation: I truly understand where they are at. Instead of pushing them, you pull them in. I wouldn’t be surprised if, after such a call, the prospect is thanking you for closing them on the deal.
Closing any kind of deal – high ticket or not – works best if you have the right techniques but you also need strong self-confidence. Remember, the resistance is oftentimes not in the buyer but in the seller.
Dan successfully mentors and coaches High Ticket Closers from all over the world. Yes, he teaches them the right techniques but he also shows them how to develop that unshakable self-confidence. That’s how they always know how to respond when a prospect says no.
Handling objections is one of the very fundamental things any High Ticket Closer learns. The best part is, you don’t have to learn any scripts or manipulative techniques. Instead, you’ll have the self-confidence and the ability to understand what’s going on inside your prospect’s world. Having this skill beats any script, any day.
Right now we’re having a 4-day training series, where Dan teaches the basics and principles of High Ticket Closing. It will equip you with all the tools you need to close more deals and earn a nice side income too.
If deepening your knowledge or learning a new skill is valuable to you, then check out the 4-day training right here.