Dealing with Objections

Sales is asking for three things: time, information, and money. Step 1: time and attention. Step 2: company and employee info for the training. Step 3: payment and scheduling.

Flat Out Rejection (Already Has a Training Service)

Client: “We are already happy getting training from another company. Thank you, though.”

CSA: “If you are already happy, you certainly should not switch. But may I send you a quote and highlight the extra-value services other companies do not provide? That way you can make a comparison and see if you are maximizing your training dollars.”

Client: “A comparison couldn’t hurt. But I am not committing to anything.”

CSA: “Agreed. I just need a couple of numbers and I can send it over. You will know right away if your current investment is paying off.”

When a Customer Tries to Confuse You

Use PAIS: Pause. Acknowledge. Ignore. Save.

CSA: “I am going to review the proposal with you. It highlights our course and our extra-value services.”

Client: “But you are way too expensive for us.”

CSA: “Pause. Cost is important to you. I hear you. Here are some highlights of our course.”

Micro-Commitments

Do not wait until the end to ask for the business. Ask for a “micro-commitment.” A specific next step you both agree to before the conversation ends.

CSA: “I am about to email you the proposal with the details of our conversation. How does 2 business days from now at 10 am sound for a follow-up call? Can I pencil you in and send an invite? I want to make sure I can answer your questions and confirm everything in the proposal meets your needs. Is that okay?”

Client: “The proposal is all the detail I need. I do not need a follow-up call.”

CSA: “No problem. I do not intend to bother you. I want to provide excellent service. It can be a 2 to 3 minute call to confirm all your questions are answered and the proposal meets your needs. Is that okay?”

Client: “You are persistent. Alright.”

CSA: “Great service is important to us. So 10 am on Wednesday? I will send the invite.”

Identify All Decision Makers to Win More

CSA: “I believe the proposal is comprehensive and addresses all your concerns. Can we look at some booking dates for the trainer to come on-site?”

Client: “I have to run this up to the boss and get them to sign off.”

CSA: “Absolutely. Everyone involved should be fully informed and onboard. Aside from speaking with your boss, is anything else holding you back? I want to make sure I provided everything you need to feel confident in your training options.”

Unnecessary Delays in Commitment and Payment

Client: “I still have not heard back from my boss. Hopefully I hear before the tentative session in 5 days.”

CSA: “I know you need this booked and completed by the end of the month. My concern: if we do not book and schedule by today, the trainer may get booked. That could push the date and adjust the invoice for additional travel.”

They Rejected Us and Did Not Want Our Services

Client: “We are going to wait and do it at the December cutoff. We will reach out then.”

CSA: “I understand. Businesses have different priorities. May I send you a complimentary E-Seat so you can review our content at your leisure? May I check back with you in 90 days at 10 am?”

Client: “I do not know what for.”

CSA: “I want to provide excellent service. It can be a 2 to 3 minute call to confirm your questions are answered and the E-Seat meets your needs. Is that okay?”

Client: “I suppose.”

CSA: “Great. I will pencil you in for May 5 at 10 am. You will get a calendar invite in a couple of months so we can touch base. Reach out if you have any questions.”

Avoid Statements Like This

CSA: “I see you got the proposal. I am available to meet to discuss when you are.”

Try this instead: “I see you got the proposal. How does Monday at 10 am sound to touch base?”