Pro Tips For Overcoming Sales Objections On The Phone


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In an ideal world even though your prospective leads are always willing and ready to buy (thanks to your lead qualification strategies), however, unfortunately, none of us live in an ideal world.
Therefore objections in sales will definitely come up and so while you just cannot avoid them you can learn how you can overcome sales objections effectively and thereby turn “maybe” and “no” into a resounding “yes” – here are some of the pro tips how you do it.

Gain Permission to Talk Right Away

The reason as to why it is always a good idea to get permission at the beginning of a call (maybe you can infuse it into your greetings statement) is because it will be seen less like you are barging in on someone’s day and ambushing them into a conversation.
Therefore a greeting like “ Good Morning [Name], I was just hoping to talk to you for a couple of minutes, but since I think it is not the best time, so was wondering if there is a better time to call you back and chat?” might help you to avoid classical sales objections later in the call such as:
“I’m busy at the moment.”
“I’m running short of time for this today”
“I’ve something else that I need to attend to right away”…and more.
According to our research as one of the most preferred vendors for Salesforce Alternative CRM tools, we have found that at least one in every five people, when you use this technique for overcoming sales objections since you have managed to pique your prospective lead’s curiosity into what is the call about they will definitely say: “ Go on then, I am free for a few minutes now, what is it all about?”

Understand the Objection

Now it is very common for people in sales when they hear an objection to quickly go on to the offensive mode, or throw useless and unnecessary information to the leads.
However, in reality, doing this only serves to confuse the potential customer on your list.
Therefore as the adage goes: “we have one mouth to talk and two ears to listen”, always evaluate what has been said by your lead and take the time to clarify so that you can be sure about handling the right objection as your move.
Additionally, evaluating an objection can even help to make sure if the sales objection is real since you will find that more often than not prospects always hurl something at you since it is easier than explaining what is going on in their minds.
Hence if someone says right away that they are not interested to continue listening to your call, look at the “why” behind the sales objection, which can be:

  • They cannot afford the purchase.
  • They do not see the value.
  • They do not want to make the wrong buying decision of purchasing.
  • They do not think that your solution will really solve their problem…and more.

Always remember most primary objections in sales that the prospects fall back on are predictable, which implies sales reps can easily plan ahead for how they can overcome them.

Get Ahead of Supplementary Sales Objections

In our experience on selling easy to use CRM software solutions, we have observed that most customers need to be closed at least seven times (if not more) since if you have answered one objection it never implies you have answered them all.
Now this means if your prospective lead is not getting converted, then definitely there is something that you must have overlooked.
Hence to overcome this impediment put yourself inside the mind of the prospect and ask yourself:

  • Do I actually have a problem that I need to solve?
  • Is this the right vendor to buy the product or service from?
  • Are there any other better options still available in the marketplace?
  • What will people think of me if I go ahead and make this purchase?

And the list is endless…
Therefore once you as a sales rep have handled one objection raised by the prospect, why not ask them “ is there anything more that you are concerned about?” we are sure in most cases the prospect will tell you what they want to know more right before closing the deal.

Share Success Stories

As all experienced sales pros do, even if you have a sales pitch when you are approaching a sales call never be generic in your pitch. Rather tailor your pitch to the potential customer –especially while you are in the B2B (Business to Business) marketplace.
Additionally while pitching a prospective lead think about what your brand has done with other individuals and companies who are similar in certain ways to your potential customer.
Hence once you are on the phone, and the right opportunity arises, look forward to sharing success stories that you have already prepared about your business, so that the prospect will be able to relate to it easily.
We say this since sharing success stories about your offerings not only helps to build the prospect’s faith in your company but also as long as you cannot create a value above the cost of your offering, most sales reps struggle to close to their full potential as the indecisive prospect keeps sitting on the fence.

Offer a “Demo”

Right after you have succeeded in building a rapport and have established your brand’s credibility and trust in you in the very next step offer a “test drive”a.k.a demo, since your prospect will never find full confidence in your product or service until they get to try it.
Additionally, when prospects take this step, the sales rep can even create a sense of urgency or overcome any other objections in sales as statistics show that prospects that comply with demos or free trials are more than 78 percent more likely to buy your product or service once they have used it.

Apologize When Something Goes Wrong

We have often reiterated in our business growth training sessions about one thing that is most critical but often forgotten which is the art of “being human”.
Hence treat people how you would like yourself to be treated, and for this even if you as a sales rep is in a situation where you have been annoying or have experienced some negative emotions (as a result of something not be done right) from your prospective lead be genuinely sorry that you could not meet their expectations accurately.
Now do not be patronizing and say “ I am sorry that you feel that way” but be empathetic even if your prospects’ expectations are unreasonable- since it does not matter at this stage.
Do not provide phone sales clichés, but after listening to what is really being asked offer valuable opinions and options to your prospects.
Remember the person you are talking to is only looking for the best outcome, regardless of their emotion behind the objections, so try to keep a hold of your personal beliefs and own emotions and stay on point concerning and focusing on the real issue.
Remain calm and speak reassuringly in a low and clear voice (avoid raising your tone and voice at all cost) unless you want to do it in a guiding way as a mentor to regain control of the conversation.

Take Final Responsibility

Whenever you are making an outbound call, irrespective of whether it is a customer service or sales call, always take the final responsibility for the next time so that you are constantly teeing-up with your prospect and the prospect or the customer does not forget about your existence (and more importantly you do not forget about them or to fulfill your commitments).
This is because by persistently teeing–up with the prospect you can easily prepare yourself for any objections in sales that might arise in the next contact with that prospective lead.
Remember it is extremely important to give them a chance to look through the information that you have sent to your prospects. Hence provide them a reasonable timeframe and thereafter leave the door open to the prospect to come back to you within a few days, or if not, give them a quick courtesy call to ensure that your emails got through their spam filters and explain to the prospect why you have sent across the materials that they received to help them finalize the deal.
As a traveling salesman, you can even take the final responsibility on voicemails, by telling the prospective lead that you will follow up or you will call later during the week- when you are back in your office.

Practice, Practice, And Practice

As with most other things, the more you practice the better you will become – and this also no different with overcoming sales objections in businesses.
Hence before going onto the phones, if you are still not confident in your objection handling skills, do a role-play and keep honing your aptitude by practicing until you are capable of answering every sales objection inside out and upside down with complete confidence and at ease.


As a final note as a sales-oriented organization in the business CRM arena, we would suggest that you must understand that all your prospective customers are taking perceived risks in every purchase they make, and so it is your responsibility as a sales rep to eliminate that risk quotient as much as possible- which is one of the key points for becoming a super-salesperson for the products and services that you vend for your company.


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