How do you respond to objections from a hesitant customer?

Many salespeople in companies are confronted with objections from customers. It is often difficult to find answers to these on the spot and this often leaves marketers somewhat confused. This often happens during cold calls and sales meetings. In some cases, customers give specific reasons for their hesitation. In this case, it is important to try to get around the problem and convince the customer to opt for your offer. In this article we will focus on how to respond to the objections of a hesitant customer.

This article will cover the following points:

  • Identify the reason for the objection and act accordingly
  • Don’t take the objection to heart
  • Bring in facts

hesitant customer

Identify the reason for the objection and act on it

A customer may decline your offer for several reasons. For example, they might be reluctant in the following situations.

The customer is short of time

In this situation you can invite the customer to listen to you by saying that the discussion will only take x minutes. Make sure that you use a realistic and acceptable amount of time. If they insist on the lack of time, ask them when you can call them back. You can also suggest an appointment to discuss the matter in more detail. You can manage your business calls with an advanced telephony tool like Ringover.

The customer does not need the solution you propose

You can address the customer’s objection by asking questions about their real needs and the results they want to achieve. Do not hesitate to reformulate the information the customer gives you. This will allow you to show them your offer by adapting it to their needs. You can also present a similar case study. This will help you to prove that a previous customer has used your services and found what they are looking for. This will boost your credibility.

The customer is hesitant about the price

To deal with a customer’s objection to the remark: “it’s too expensive”, you should talk about the value of the product. If possible, you can also offer additional guarantees. If you can, also offer a free trial or make a concession on a discount.

The customer refuses because of the competition

In this case you can ask the customer if he is satisfied with the competition. With the information they give you, you can use the opportunity to put forward your arguments and present the advantages of your offer. It is also possible to encourage your customer to change their mind by offering them your solution as a complement to the competition’s.

The customer has no decision-making power

In this situation, it is necessary to present a quick pitch of your offer. However, the best way to deal with this problem is to make an appointment with the decision-maker or ask for their contact details.

The customer lacks reassurance

Here, it is mainly a question of helping your customer to project himself into your offer. This will help to reassure them. Highlight similar customer cases and the problems you have already faced. You can also provide the customer with documents to prove your reliability.

Do not take the objection to heart

Be aware that you should not take a client’s objection personally. Think of it as a way to help you move forward. It should be a challenge to respond better to other customers in the future. It is also a way to improve your product or service. In addition, a negative response will provide a relevant answer that will serve to set you apart from other companies. So be sure to consider it as the final step in the sale, as it shows that the prospect is interested in your offer. In sales as in prospecting, make sure you do not take an objection to heart. Discover the difference between selling and prospecting in this article: “What is the difference between selling and prospecting?”

Provide facts

Factual elements reassure the customer. To this end, conduct a series of questionnaires to identify the reason for the customer’s objection. Once you have completed this step, present concrete elements that can convince your contact. You can bring :

  • studies ;
  • figures ;
  • statistics
  • active references;
  • customer testimonials.

These elements will serve to answer your customers’ doubts. The aim is to catch their eye. Sometimes a single argument can be enough to convince them. However, don’t hesitate to put forward several pieces of evidence to increase your chances of success.

The final word

In order to deal with an objection in the best possible way, it is important to consider all its facets. To do this, it is necessary to know all the reasons for the objection. The aim is to find the right answers to get around the customer’s refusal. In addition, be careful not to take the objection too seriously. Be aware that this is a normal part of a marketing strategy. Be persistent, but above all learn from your mistakes. Do not hesitate to add facts to your offer to minimise the customer’s objections.

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