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ESCAENPA

Handling objections

An objection isn’t a “no”. It’s a doubt that needs resolving. If someone raises problems, they’re thinking about buying.

The 3-step method

  1. Listen to the whole objection, without interrupting.
  2. Agree with part of it (“I understand”, “It’s normal to think that”). Don’t argue.
  3. Answer with information or a question.

The most common objections

“It’s expensive”“Compared with what?” They’re often comparing it with something that isn’t the same. Explain what it includes and what happens if they don’t buy.
“I need to think about it”“Of course. What’s making you hesitate?” There’s almost always a specific doubt behind it.
“I saw it cheaper”“Could be. Was it the same?” Compare what each option really includes.
“I don’t have time now”“When would be better for me to call, Tuesday or Thursday?”
“I need to check with someone”“Great. Shall I send you a summary to show them?”
What never works: getting defensive, making the customer feel stupid or cutting the price at the first complaint.