Overcoming sales objections requires you to understand advanced sales strategies to close different types of prospects. Do you love telling clients about your offer, but absolutely dread it when they throw an objection at you? Like a marriage proposal that unexpectedly ends with a “No” instead of a “Yes”, you’re wondering where you went wrong. What can you do to read your prospect better and overcome the toughest, most unanticipated objections at any time?
After all, without overcoming sales objections, there is no possibility of closing the sale. Statistics reveal that 36% of salespeople consider closing to be the most difficult part of the sales process. Prospects lie and they ask questions that can stump a newbie closer before they can seal the deal. In this guide, you’ll learn about the ways of overcoming sales objections that are the most common and how to handle them like a kung fu master.
Overcoming These Common Sales Objections
- “How Much Experience Do You Have?”
- “Send Me More Information”
- “Send Me A Proposal”
- “Can You Work For Free”
- “I Don’t Have Time To Meet With You”
- “Let Me Think About It”
- “Do You Have A Guarantee?”
- “What If It Doesn’t Work”
- “How much is it?”
- “Your Price is Too High”
- “I Want To Do More Research”
- “I’ll get back to you.”
- “I Have To Talk To My Spouse”
- “I Can’t Think Of Anyone Right Now”
Clients say, “How Much Experience Do You Have?”
Is your lack of sales experience holding you back from selling your services? Are you afraid your prospect won’t buy from you when they find out how much (or how little) experience you have? This is the question that fledgling salespeople dread.
It’s my belief that if you have an authentic way of helping people, or something that you can sell that can help others in the marketplace, experience shouldn’t matter. Wouldn’t you agree?
Let’s say you’ve been talking with your prospect and now you’re halfway through the conversation. Your prospect seems to be on the fence because they’re not sure how much experience you have. You’re new to the job, but you’re not sure if you should tell the prospect or not, in case it causes you to lose the sale. So you try this solution out.
The Prospect’s Concern:
PROSPECT: Okay. So, thanks for sharing all that information with me but I’m just really wondering at this point… how much experience do you have with all this?
CLOSER: (slowly and confidently) Well, that’s a very good question…I’m curious why are you asking this?
PROSPECT: (giving you the deeper reason for their question) Well, you know I’ve made a lot of mistakes in the past with hiring to be very frank, right?
CLOSER: Mistakes meaning, like you’ve hired other people in the past?
PROSPECT: Yeah, and a lot of money as well. You would think that you pay a lot of money, you get good quality but that’s not always the case. I’ve signed contracts with people that didn’t work out…So I wanna know what makes what we’re trying to do now any different?”
CLOSER: (addressing the issue) I understand. And if you don’t mind me asking, how much money have you like you’ve said, “wasted”?
By getting to the real issue, you can shift the focus from your level of experience to what you can do to help the prospect. Here is one way.
Closer Takes Control
CLOSER: (time to bottom line the call) And then what inspired you book a call with me, now? You talked with different people and you’ve had some bad experiences.
PROSPECT: Well, I mean I’ve heard good things about you. I went online and I saw a lot of the things that you teach right? Some of the YouTube videos I’ve been watching for a while as well.
So, I thought I’d reach out and see where the conversation takes us.
CLOSER: (taking the lead) So, are you looking for someone to kinda do things the same old way? Or are you looking for some brand new ideas, someone to bring some fresh ideas to your business, to generate more leads for you?
PROSPECT: That’s definitely not what the last two people did for me. ‘Cause that didn’t work out at all. So, something that would really make a difference to my bottom line is essentially I want to see results.
CLOSER: (still in control) I see, and the question is, and I’m sure other people you talk to, they kinda promise you the moon, and they’re gonna do this and do that for you. But I’m not going to do that. Instead, ’cause what I believe is that each client I work with is unique…the reality is… it doesn’t matter what results are produced in the past, that doesn’t always translate into what I could do for you, right? I cannot guarantee any kind of results. What I can guarantee you is … looking at your business model and your offer, I think I can add a lot of value. What do you think?
Overcoming sales objections like this requires addressing their pain straight on. Now wait for their response.
Watch this video on overcoming sales objections like, “How much experience do you have?”
Prospects Say, “Send Me More Information”
The prospect says, “I love what you have to offer, I love what you sell, I would love to do business with you… just send me some more information, and I will get back to you.” But what happens when you send them more information? You never hear from them again.
When prospects say, “Send me more information,” what they’re actually saying is, it is a no, and you know it, and they know it, but they’re just trying to be polite. When you encounter this situation, it means you have not given them enough information on the phone and you have not properly qualified them or found out their needs.
At that point, they are just stalling the sale and not taking action. If you’re going to craft the perfect follow up email to say, “It was very nice talking to you, here’s some more information,” you’ll be wasting your time.
Overcoming sales objections such as when the prospect says, “Send me more information,” requires asking them questions like the following.
Getting To The Truth
CLOSER: You know what Mr. Prospect, I’d be more than happy to send you more information. Exactly what do you want me to send you?
PROSPECT: Well, send me some testimonials.
CLOSER: Okay, what else do you want?
PROSPECT: Send me some case studies… the summary of everything we’ve talked about…
CLOSER: Well Mr. Prospect, let’s pretend I could give you the summary, the case studies, the testimonials, the references, and you talk to those people, and you like them and you like what they have to say, and you like me, and we decide to do business, are you ready to do business today?
PROSPECT: Oh, uh, well, I don’t know, maybe, maybe later, let me think about it.
CLOSER: Okay so, it’s not really about the information now is it? It’s the money isn’t it? Well then let’s talk about the money. What can I do to solve this?
When you get rid of all the smoke and mirrors, and cut to the core, you’ll reveal the truth. The prospect doesn’t want more information. Usually something else is the issue, such as budget.
As the closer, say, “You know what, if I send you information, we’re not gonna do business are we?” When you cut to the chase, they will tell you what is stopping them from taking action, which in most cases, is the money.
Watch this video on overcoming sales objections – What to say when prospects tell you, “Send me more information.”
Clients Say, “Send Me A Proposal” And You Say…
What do you say when a client says, “Send me a proposal,” but you hate proposals? They are time consuming to write, and finishing one doesn’t guarantee you have the contract for either business to business (B2B) or enterprise sales.
Over all my years in business, except at the beginning, I’ve done some proposals, and I found they are the worst idea ever. I haven’t done a proposal since then. Now I’m not saying proposals don’t have their place, but the problem is, you spend all your time – days, hours, weeks – crafting the perfect proposal and then you email them… and you never hear from them again.
Proposals are a waste of time when you know you’re not going to do business.
So if you cannot close them on the phone, what makes you think a few pieces of paper could close them? It is stupid.
Instead of a proposal, what I recommend is terms of agreement or terms of engagement. Here’s how it works. Before you send them a proposal, when they say to you, “Hey, I love what you do. Why don’t you send me a proposal?”
Answer them by getting to the bottom line and asking them exactly what they were hoping to see from the proposal. Then, after they tell you, that’s when you say, “And let’s pretend I send you the proposal, and you like what you see, what’s gonna happen next? Are you and I gonna do business?”
I want to find it out early, if it’s within budget before I write down a single word. I want some kind of financial commitment before I ever, ever do a proposal. The proposal itself is not designed to sell or close the prospect. It simply spells out all the terms for how we’re going to work together.
It’s an agreement. I already closed that sale before the proposal. That’s the key. Close a sale, then send them the agreement. That’s the smart thing to do.
And I am a living proof. I’ve done business and closed five to seven figure deals with big companies without a single proposal. What the client really wants is results. They want to know exactly how you’re going to solve their problem, make them more money, or save them money. How you get there matters less.
Watch this video on overcoming sales objections – What to do when clients say, “Send me a proposal.”
When Clients Say, “Can You Work For Free” You Say…
Are they joking when they ask if you can work for free, or if they can pay you later when you get results for them? To handle this situation, deal with the objection with finesse.
What’s finesse? It’s like Tai Chi. You want to redirect. Don’t fight force with force, but redirect. Now when I was younger and I was just starting out in my career, people would ask me, “Can I pay you later when I get results?”
What was I? A volunteer? No. I was a business person!
When you get that kind of sales objection, here’s a couple of ways to handle it.
Dealing With Prospects Who Want You To Work For Free
1. Use a metaphor and a series of questions to paint a picture.
CLOSER: Hey, Mr. Prospect, let me ask you a question here. Let’s say you want to buy a Porsche, so you walk up to a Porsche dealership, and tell them you want to take this Porsche home. You’re going to drive it for a month, and just see how you like it, right? And then maybe you’ll come back and maybe you’ll pay for the vehicle.
Now if you were the owner of the car dealership, what would you say to a prospect like that? You’d say, No, that’s not how it works. That’s a powerful metaphor to use to handle that objection.
2. Use a metaphor and be direct.
Another metaphor I’ve used is, “Hey, Mr. Prospect, let me ask you a question. Have you ever eaten at a restaurant before? Can you walk up to the restaurant owner and say, ‘I’m gonna have the meal here and after the meal, I’m gonna go home. I’ll see how I do in the bathroom. Let’s see how I like it. What kind of bowel movement I have and then when I come back I’ll see if I wanna pay.’ But is that how it works?”
This method is sarcastic but firm and respectful. You’re telling your prospect indirectly that you value your time, skills and expertise.
This is not the same as doing a little bit of work pro bono to get some experience when you’re just starting. Here we’re talking about closing and asking for money up front. You’re signing an agreement, and you’re trying to close a deal right here and right now. Your tonality and your mindset going in is important.
If you go on a sales call, and you are begging, desperate for work, your prospect will sense that. But when you know your worth, what your price is, and the value you can provide, you can jump on that sales call with that much more conviction and confidence.
Watch this video on overcoming sales objections – What to say when a prospect says, “Can you work for free?”
Prospects Say, “I Don’t Have Time To Meet With You”
If you’re selling business to business (B2B), to executives, CEOs, or C-suite executives, you need that face-to-face time, so you want to get that appointment. This kind of sales is not the same as transactional sales, where you buy once and you’re done. For B2B or enterprise, you’re doing consultative selling and building up that long term business relationship, But what if they don’t have time to meet with you?
The most amateur salespeople would say, “Oh, I’m flexible, I’ll arrange my time to accommodate yours.” Or they’ll say, “Oh, I’m available any time, let me know what’s the best time for you.”
What they don’t realize is that’s a horrible way to get time from the prospect. That’s trying to get attention in a low status way. They’ve already lost the battle with this tactic for overcoming sales objections.
So here’s what you say.
Booking a Time With Busy Prospects
CLOSER: Mr. Prospect, I understand that you are too busy to meet with me because I am busy also. Maybe you are saying that because you’re not so sure if I could provide you with enough value during our appointment for you to take time away from your busy schedule.
Now let me break it down for you. When you say that, hey, I understand that you are too busy to meet with me because I am busy also, you’re trying to level the playing field. You’re not desperate, you’re not hungry. You’re just a busy person. You’re a professional.
It doesn’t matter if you’re talking to a CEO or an executive. Level the playing field. And then you address the big elephant in the room! When they know you’re thinking what they’re thinking, then say this.
CLOSER: I’m not gonna ask you to invest time with me unless I know I can ask you several questions to help you to clarify your core goals so you can make better decisions in the days and weeks ahead when it comes to what to do about the problem. How does Tuesday at 2 PM look like?
That’s the call to action, which you have to say with certainty. You’re saying you’re not going to waste their time. That’s their biggest fear – that you’re wasting their time. You’re saying, you’re not going to ask them to invest time unless you know for a fact that you can help them.
CLOSER: Now, I didn’t say I’m going to solve all of your problems in one appointment, I’m saying, I’m going to help you clarify your core goals. Whatever that might be. So that you can make better decisions in the days and weeks ahead.
Then you just transition into a time for a meeting.
Watch this video on overcoming sales objections – What to say when your prospects says, “I don’t have time to meet with you.”
Prospects Lie and Say, “Let Me Think About It”
When you ask a client if they would like to place an order today, and they reply with “I’ll think about it”, what do they really mean?
When a prospect claims they need to think about it or get back to you, what they’re actually saying to you is one of these three things: “I don’t have the money,” “I don’t see the value,” or “I don’t see the urgency.”
Overcoming sales objections like these is the most common. On any given sales call, or during any given sales meeting, one of two things happen: Either you will close the prospect on why they should buy, or they will close you on why they can’t buy. If you agree to let them think about it, you have lost the sale.
So, if a prospect uses the classic “let me think about it” rejection, how should you reply? It’s not actually about how you respond. It’s about how you reframe the call in the first place.
Re-Frame The Call From The Very Beginning To Avoid Excuses
If you don’t want a prospect to get away with lies or excuses, you must reframe the call. At the beginning of the call, you must say this: “Mr. Prospect, the purpose of this meeting today is to determine whether it’s a good fit for you and I to work together. You could, after our meeting, come to one of three decisions. You could say, ‘Yes, it’s a good fit, let’s do move forward and business together.’ Or, you could say ‘No’ and that’s fine – a ‘No’ is a perfectly acceptable answer and there will be no hard feelings. The third thing you could say is ‘Let me think about it’ and that’s what I don’t want you to say, because I’ve been doing this a long time, and what that really means is ‘No.’ So, before we get started, let’s agree on something: You’re only going to tell me ‘Yes’ or ‘No’. Is that fair?”
Do you see what I’ve done here? I’ve reframed the entire conversation and shifted the way it is going to play out. I’ve made it very difficult for my prospect to say ‘No’ to me, but I’ve also taken the pressure away from them by letting them know that it’s perfectly fine to say ‘No’.
By reframing the conversation at the beginning, I’ve made it so that at the end of our conversation, they can’t use that easy excuse of requesting time to think it over. This is a sales strategy used by High-Ticket Closers to take and maintain control of a call with either business to business (B2B) or business to consumer (B2C) calls.
If you forgot to reframe the conversation at the beginning, and the ‘let me think about it’ excuse therefore still comes up at the end, there’s still something that can be done to salvage the sale.
Remind Them Why They Called You in The First Place
It’s crucial to circle back to the purpose of the call or meeting. Is there a problem they need solved, and that’s why they’re on the call? If you can solve it, isn’t it that simple, that the two of you should work together?
If they are hesitating, then is it possible that money is the issue? OF COURSE. It’s always the money. If money was no object, they’d have ordered from you right now. If you ask them directly if it’s the money, they’ll most likely admit that yes, it’s the money that’s the problem. They’ll admit that it’s not in their budget. Perhaps they didn’t want to admit this, but by being direct, you’ve successfully gotten to the truth.
If by being direct, you’ve discovered that the issue is money, then it’s your job as the closer to offer them an alternative. It’s at this point that you’ve regained control of the sale. You’ll say, “Well, let’s talk about sorting that out for you, then.” You have now saved this sale.
Watch this video on overcoming sales objections – What to do if clients say, “Let me think about it.”
Clients Say, “Do You Have A Guarantee?” And You Say “…”
Few things in life are guaranteed, but this I promise you: customers will always want some type of assurance about what they are buying. They will examine the details of your offer, and they’ll ask that well-known objection, “What kind of guarantee do you offer?”
First, before you even answer the prospect, you must understand what they are thinking. Once you know what’s on their mind, you will know how to respond when clients say, “Do you have a guarantee?”
Lesson 1: Avoid Assumptions
If your prospect says, “Do you have a guarantee?” don’t make assumptions, and don’t start rambling. Don’t talk about your 30-day money-back guarantee or one-year satisfaction guarantee.
Even if you don’t have a guarantee, don’t assume immediately that you’ve lost the sale. Also don’t assume that you could be losing your prospective client.
Instead, find out why they are asking the question. It’s possible they are just curious, and no matter what you answer, it’s not the deciding factor for whether they will buy.
Lesson 2: Don’t Take Things Literally
The next time your prospect asks you about a guarantee, answer with, “Exactly what kind of guarantee are you looking for?”
It’s simple and direct. You’re not assuming anything or taking anything literally. You’re asking, “Exactly what kind of guarantee you’re looking for?” By not taking things literally, you might be surprised at what the prospect is actually thinking.
Maybe they’re just wondering what will happen if the product doesn’t work for them, or the relationship doesn’t work (such as a coaching service).
CLOSER: We do have a 30 day money-back guarantee. Is that what you’re looking for?
PROSPECT: That’s exactly what I’m looking for.
PROSPECT: That’s not enough. I need a longer guarantee, maybe 60 days.
When you have a clearer idea of what the prospect is thinking, you’re not guessing. Instead, you’re finding out precisely what is holding them back from making a commitment.
Lesson 3: Do Not Justify
The third and last lesson is do not go into justify mode. Don’t say something like, “We always make sure that our customers are satisfied, so we always put a guarantee behind our product. We have this 60-day money-back guarantee.”
Don’t tell the prospect how good your product is. Put that aside and just focus on qualifying the prospect. You want to know why they are asking about your guarantee. What if they’re one of those people that are going to buy something and just refund it?
You want to qualify them up front and avoid closing a sale that won’t stick. You also want to know if this is the right client for you.
PROSPECT: Do you have any kind of guarantee?
CLOSER: Well you know, Mr. Prospect, suppose we offer some kind of guarantee. What would that look like for you?
PROSPECT: I would want to see if it doesn’t work in 30 days, can I get my money back?
CLOSER: Well suppose in 30 days if you’re not happy you are going to get your money back. What’s going to happen then?
You turn the objection into a commitment, and the commitment into a sale. You’ve gotten rid of the smoke and mirrors and gotten to the truth.
In your mind, you know the objection is not really about the guarantee. It’s about something else. It’s just a way for them to say No to your offer.
Now that you can handle the guarantee objection, or even prevent it from being asked at all, here are some examples of strong guarantees that businesses have offered their customers as part of their sales strategy.
- Lifetime guarantee that eliminates the customers’ urge to return products and increase trust in your product.
- Free trial period that has a higher chance of customers paying full price when the trial period is over.
- First time buyer guarantee that allows the first time customer to get a refund or try a different size or style if the one they bought doesn’t work for them.
Watch this video on overcoming sales objections – How to handle the question, “Do you have a guarantee?”
Prospects Say, “What If It Doesn’t Work” And You Say…
Why does a prospect ask, “What if it doesn’t work?” when you’re selling a product or service? Is it because they are nervous or a little bit green?
They’re probably hiding a deeper fear, but until you understand what they’re afraid of, you have a couple ways of overcoming sales objections like these.
1. Define “Work”
PROSPECT: I mean, I hear this is great and everything, but what if it doesn’t work?
CLOSER: (acknowledges) That’s a very good question. Mmm, maybe share with me, what’s your definition of “work”? How do you define “working” for you, how do you define success?
PROSPECT: Okay, well I guess work and success to me is that I go through it and I get my money back based on my results.
CLOSER: Sort of like a return on investment?
Don’t guess. Get clarity on the prospect’s expectations, that if they spend X amount of dollars, they want to get Y. It’s not the same for everyone. Someone might say, “If it works, I feel good about it.” Or someone else might say, “If works if I can do this particular thing very proficiently.”
Everyone is different. But usually when people say, “What if it doesn’t work?”, what they’re actually saying is, “I’m afraid.” They’ve been burned in the past. If you think they’re afraid, you can ask, “Would you mind sharing with me what’s going on there? Is it because you’ve had a bad experience in the past?”
And then you find out it’s not really about your product or service, it’s actually about the emotional baggage the prospect brings to this conversation.
2. Turn Their Question Back On Them
The second way is more direct, but it depends on your confidence level. Your tonality is just as important as how you ask the question.
PROSPECT: Okay, well what if it doesn’t work for me?
CLOSER: Mmm, what if it does work?
Find out what’s really holding them back. Getting to the truth is a key part of overcoming sales objections.
Watch this video on overcoming sales objections – How to respond to, “What if it doesn’t work?”
Clients Say, “How Much Is It?” And You Say, “…”
If your client says, “How much is it,” first, understand why they’re asking that, and note when in the conversation they’re asking. For example, if they’re asking just two to five minutes into your phone conversation or face to face, it means that they want to get to the bottom line. They want to know if it fits their budget. They don’t care for your features and benefits.
Here’s the tricky part. The minute you give out the price, you’ve lost all control because you have not taken the time to build up the needs to discover exactly what they’re looking for before you get to the price.
When you’re dealing with high ticket sales, you are dealing with offers that some customers will consider expensive… unless you first show the customer how the offer is the solution to their needs.
Pricing At The Beginning
When you tell them the price right away, whether it’s 10 thousand dollars or 50 thousand dollars, you’ve lost your power because now all you can do is wait for the client to say, nope, that’s too expensive.
When they say that, you have to go into justification mode. You start explaining that your product is better, that you’ve been in business for X number of years. That’s when you turn into a salesperson, and you don’t want to do that.
If at the very beginning of the conversation your client asks you, “How much is it exactly?” You should redirect the conversation to go back to the needs and find out exactly why are they talking with you in the first place.
You could also simply reply, “It depends.” They’ll say, “Depends on what?” And you’ll say, “It depends on what you’re looking for.” Then you go back to their wants and needs and why they’re talking with you in the first place.
Pricing At The End
Now, if they ask somewhere near the end, after you’ve built up the needs and you’ve qualified them, and you’re talking about the money, don’t just say the price. Some will reply, “it’s okay”, but most will say, “It’s too expensive” because that’s a natural response.
As a high ticket closer, you always want to stay calm and in control. When you are asked the price say, “It’s 10 thousand dollars. Are you comfortable spending that kind of money” Or “It’s 10 thousand dollars, is that within your budget?” Go deeper into their situation right away.
Anytime they give you resistance on price, you always want to redirect. You don’t want to just blurt out the price. If they ask for the price in the middle of the conversation, give them a range and say, “It depends on what you need.” And ask them after you’ve told them the range, “How do you feel about that?” Then you go back to overcoming sales objections.
You want to control when you reveal the price. You want to build up the demand first. As the closer, you want to retain the power so you can lead them to the end and close that sale.
Watch this video on overcoming sales objections – What to say when your prospect asks, “How much is it?”
What To Do When a Client Says “Your Price is Too High”
What’s the best solution for overcoming this sales objection when a client says your price is too high? Do you offer a discount? Explain your value? This might surprise you, but when a potential client is resistant to close a deal, it’s almost never about the money. There is usually another reason.
If they feel the price is too high, they will resist. But if you are able to get them to think about the value being provided, however, the price won’t seem as much of an issue.
It’s important to learn how to handle resistance on your prices, because you want to avoid offering discounts when you hear a customer objection. Here is how you can keep your prices firm, and close high-ticket sales even when the client is hesitant about the price.
Ask The Right Questions
Ask the prospect key questions such as, “Is it a question of price, or a question of value? Are you looking for a low price, or are you looking for results?”
Chances are, they’re looking for results, and those results matter more than the price. You can also ask them, “If there are cheaper options out there, why did you come to me? Why are you on the phone with me?” There must be a reason.
Pose this question as well: “Why do you think so many people are willing to pay me this much for my service?”
When I ask a potential client, “Why do you think people are willing to pay me $50,000 for my consulting services?” the client has to think about why I’m so good at what I do. It helps them realize that I must be great at what I do if people are willing to pay this much.
Don’t be Needy
You don’t want to sound needy or desperate. Giving that impression will only cheapen the value of your business. This means that you should never offer a discount, avoid talking too much, and remain calm. Often if you talk too much, you start to justify your value.
It’s best if you say something like, “If you’re not comfortable, that’s perfectly fine. I have a very busy schedule, so it’s perfectly fine for you to say no today.”
You can lay out the terms, explain that you’re confident that your service will benefit them, and if they don’t want it, that’s fine.
Focus on the Value
Remind the potential client that the price doesn’t matter, it’s the value that matters. Remind them that if your services can significantly increase their revenue, then the price of the service itself doesn’t matter.
The client will think about what this value is worth to them. The moment they think about the value, it’ll seem less expensive. One way to find out what they value is to discover their pain points. What motivated them to get on the phone with you in the first place?
If you have the solution to their pain, they are much more likely to do business with you.
Overcoming Sales Objections – Watch this live sales call with Dan Lok as he negotiates a contract with a client.
What To Say When Your Client Says, “I Want To Do More Research”
Think about the last time you were talking with your client and you thought the conversation was going well until they surprise you with those dreaded words: “You know, I have to do a bit more research.”
Those words are a mood killer for sales. Even though you try to be trustworthy and reassuring, they still have to think about it. What do they still need to research? You’ve shown them testimonials, shown them all the features and benefits of your product. What’s really going on? How do you overcome this sales objection?
What Not To Say To The Client
The truth is, when someone says they need to do a little more research, that’s not what the client is really thinking. If your client needs to “do some more research,” it’s usually a sign they don’t trust you yet. They’re on the fence and you tried too soon to close them on a deal.
Saying something like, “trust me on this,” or “ we’ve done this before,” or “we’ve done millions of dollars in business before with a similar client” will not give you the results you’re looking for. You’re trying too hard to justify yourself, and that won’t gain the client’s confidence in you or your company.
A trustworthy person doesn’t need to say any of those things. So instead of telling them to trust you, or selling them on the benefits of working with you, find out what the truth is when the client says they need to do more research. Cut through all their B.S.
Cut Past The Client’s B.S., Get To The Truth
If your client needs to think about it, find out what’s really going on. The real problem is not the amount of research they need to do. Ask them questions.
CLOSER: Pretend you did your research and due diligence, and you like what you see, what’s gonna happen next?
Give them a moment to answer. They’ll give you their solution. For example, they might say, “Then I would send you a message and then let’s do it.” At that point, get a commitment.
CLOSER: Then can we move forward with this?
I don’t want them to do the research and then follow up with me in a few days or six months down the road. Prospects and clients lie. Find out if they really do want to do something or they’re just lying to you.
CLOSER: What do you need from me for us to move forward?
Maybe your client wants to do a smaller test, just in case it’s not something their audience wants to buy. Maybe it’s something they haven’t tried before so they want to change the deal a little bit.
Then ask your client what would happen if you move forward with the changes that they want. Find out exactly what’s holding your client back from making a commitment.
Dig Deep, Find Out What’s Holding Your Client Back
Ask what specifically they need from you so you can work together. Maybe all they need are some testimonials from your most recent clients.
If that’s the case, find out how many they need. Or maybe they want to see your refund policy. Or they want to talk to some of the people you’ve worked with before.
Ask questions to find out exactly what’s stopping them from buying. Say something like, “Let’s pretend we could do a smaller test. How would you feel about that?”
By digging deeper, you’ll find the truth that’s holding your client back. When your client has to “think about it,” it means they don’t trust you enough. Don’t let them go and do the research! They may find the wrong information.
Dig deep by asking questions to find out what’s really holding your client back from closing the deal. Ask those questions to cut through the B.S. Sometimes, they don’t need the proof, they just say they do.
After they tell you what’s really going on, and you get a commitment from them, you can move forward. That’s how you stop your client from killing a sale because they “need to do more research.”
Watch this video on overcoming sales objections – What to say when your client needs to do more research.
Prospect Says, “I’ll get back to you.”
What happens after the prospect says, “I will get back to you?” You wait a week, a month, and realize they’ve ghosted you. This objection is not that different from “I want to think about it.”
First of all, you want to find out the truth. Are they politely rejecting you? Or do they need a little bit more time to make their decision?
When you hear this objection, don’t tell them you’ll follow up by checking back in a week or so because that immediately puts you at a lower status as a closer. Don’t chase your prospect.
CLOSER: Well you know what Mr. Prospect, usually when I hear someone say that they’ll get back to me, I never hear from them again. Let’s bottom line this. What would it take for you and I to do business today?
PROSPECT: Well you know actually, I need this information / some references/ a plan/ to talk to someone.”
When you ask the prospect a very simple but profound question, you can focus on solving that particular problem or handling the objection that you don’t know what exactly are you solving.
CLOSER: Well, you know what Mr. Prospect, usually when someone says that they’ll get back to me, I never hear from them again. I mean, you’re just trying to be polite. You don’t want to reject me, isn’t this the case here? Exactly what’s going on? Is it the terms? The price? The money? What part of the deal is it you don’t like? You can tell me. Assuming we’re not gonna do business, let’s lay everything on the table. Tell me, what don’t you like about the deal?
PROSPECT: Well, actually, the price is a little bit too high.
CLOSER: Okay then, let’s talk about price. What if I can offer you some kind of payment plan?
You’ve got to look at everything that’s happening and look past the lies and resistance. They’re lying to protect themselves so they won’t give you too much information.
PROSPECT: Well you know Dan, it sounds very good. Why don’t I do this: I’ll go read your book and I would get back to you.
CLOSER: You know what, Mr. Prospect, I wrote the book. What could you possibly get from the book that you cannot get from me in person? So let’s bottom line this. What would it take for you now to do business today? Not tomorrow.
PROSPECT: You know what? Nothing.
Sometimes all it takes is asking a couple of questions to overcome the objection and close the sale.
Watch this video on overcoming sales objections – What to do when your prospect says, “I’ll get back to you.”
Clients Say, “I Have To Talk To My Spouse” And You Say…
Have you ever made it all the way to the end of an excellent sales call, only to have your prospect finally say, “This all sounds great, but I need to talk to my spouse first.” It’s frustrating, isn’t it?
“I have to talk to my spouse” is a common objection, but you can turn that hesitation into a sale by acknowledging and including their spouse in the decision-making process.
In High-Ticket Sales, your goal should be to find out very quickly whether or not your prospect is in a position to make the decision on their own. You need to ask them, “do you make these types of purchasing decisions by yourself?” This is an important qualifying step that confirms whether or not you’re speaking to the decision maker.
If you find out that your prospect makes decisions with their spouse, you need to respect that and immediately seek to include the spouse in the decision-making process.
Get To The Truth
Never let your prospect get off the phone with the excuse of, “let me talk to my partner and get back to you.” Instead of letting them deliver that excuse and end the call, turn their objection into a commitment by suggesting that you schedule a 3-way call with their spouse.
Suggesting a 3-way call with their spouse does 2 things: It shows your prospect that you respect the fact that they need to include their spouse in this decision, and this suggestion also helps you get to the truth.
Getting to the truth can be challenging sometimes. For example, sometimes, when a prospect says something like, “I need to do more research first” what they really mean is, “I have to run this by my wife.”
Try to cut through the BS and ask questions to get to the truth. If you find out that what they really need to do is talk to their spouse, ask some follow up questions. For example:
CLOSER: Let’s pretend you talk to your wife, and she’s on board. What happens next? Would we move ahead with my proposal?
PROSPECT: Yeah, if she was on board, I’d want to get started right away.
CLOSER: I’m sorry, what? (get a double confirmation)
If your prospect re-confirms, say this:
CLOSER: Ok, great. In that case, why don’t we schedule a 3-way call with your wife?
Cut through the BS and provide exactly what your prospect needs, so that you can move forward with the sale.
CLOSER: Well in that case, how about we give Steph a chance to ask me some questions, and better understand the offer that is on the table. How about we schedule a 3-way call, with me, you and Steph?
PROSPECT: That sounds like a great idea, actually.
CLOSER: My job is not to convince your wife, because I believe nobody can convince her except you, but I’d like to answer any questions or concerns she might have.
PROSPECT: That makes sense. Let’s do it.
CLOSER: Great. So when would be a good time to do this?
Do you see how what initially sounded like a rejection, quickly turned into a commitment and a 3-way call was scheduled? Once you get their spouse on the phone, you can work towards the common goal of getting their spouse on board.
Getting The Spouse On The Call
If the husband was your original prospect, then you want to sell him first, and then sell his wife. That way, your husband will set a good tone for the 3-way call. You also want to find out what his wife’s primary concerns are, what her personality type is, and what motivates her to buy something. You can ask the husband some questions to get to the bottom of this.
When you get the spouse on the line during the 3-way call, your job is to help her understand how beneficial this program would be, and why it is worth the money. It’s also your job to answer any questions or concerns she might have about the service you are providing, the expense, etc. You can build a rapport with her first, by making some small talk (or making some jokes if her personality is humorous) and then asking her some open-ended questions about her goals and her vision. Then, you can explain why what you’re selling would benefit her and her husband.
This sales strategy is also known as consultative selling, where you spend lots of time listening to your prospect’s needs and goals in order to gain their trust. I believe that the objection of “I need to talk to my partner first” can quickly and easily be resolved – but it’s up to you to turn that objection into a sale.
Clients Say, “I Can’t Think Of Anyone Right Now” And You Say …
If your clients say, “I can’t think of anyone right now,” then what can you do to stimulate referrals in your business?
Statistics say 85% of small businesses acquire local customers through referrals and McKinsey consultants say, “Word of mouth is the primary factor behind 20% to 50% of all purchasing decisions.” For some businesses, customers for inside sales, or inbound sales, come from referrals.
If a majority of your business comes from word-of-mouth, how can you proactively stimulate referrals? You can’t just hope that if you do a good job, that your clients will recommend you. Hope is not a strategy.
By asking your client, “If you can think of anyone that needs my service, please let me know.”
They will most likely say, “I can’t think of anyone right now.” You need to take a more proactive strategy.
Referral Strategy 1
First of all, don’t use the word “refer”. It suggests something that will happen in the distant future. A much more powerful word to use is “introduce”. It is the present tense, it’s now. For example, “Do you know anyone that you could introduce to me that might need my help?” has a different impact than, “Hey, you know anyone that you could refer to me?
Referral Strategy 2
Ask permission before you even do business. At the start of the conversation, not the end, you (a realtor in this example) could say, “Hey, Mr. Client, you know my purpose is to help you to become so happy with the help that I will provide that you will gladly introduce me to at least two people that you really care about before I even sell your home or help you find a new home or find your next investment property. By the time we’ve done business, I will ask you for at least two people that you really care about and introduce them to me. Does that seem fair enough?
Referral Strategy 3
Instead of asking for referrals, ask for advice. This is an example of what you would say. “Hey, Mr. Client, I sincerely want to thank you for letting me help you do A, B, C, and D, and I’m truly grateful.
“Imagine you were me and you run a digital marketing agency, and you want to help more people to generate more leads or generate more traffic to your website or funnel, and you only want to work with people who are introduced to you by people that you already know. I’m curious, what would you do to encourage other people to introduce themselves to me?”
Referral Strategy 4
What do you do when they say No or “I can’t think of anyone” when you ask for referrals? Here’s what you say. “Mr. Client, I would love to be the person who you feel comfortable introducing your friends to who need digital marketing advice. Can I ask you a question? What would have to happen right now in order for us to make that a reality?”
And then you shut up and let them talk while you take notes. They might give you feedback. After you get feedback, ask again, if you made those changes they suggest, would they be more comfortable sharing names with you?
That’s how you get referrals. You don’t hope, you don’t wait. These strategies are much more proactive. Does that make sense?
Watch this video on overcoming sales objections – What to do when your client says, “I can’t think of anyone.”
Overcoming Sales Objections
It’s frustrating to lose a sale because you couldn’t handle a sales objection. It’s especially hard if you know your product or service could have made a difference in the prospect’s life.
In The Perfect Closing Collection, I give my students dead-simple, word-for-word sales scripts that they can review before a sales call. They’ll be ready for overcoming sales objections and closing more sales. This new method gets more respect from your prospects and close deals in less time. To find out more, click here to get started.