Written by Christophe Spinetti on Friday, March 5th 2021
What are the most common objections:
1/ "it's too expensive" or "it's not the right time to invest"
2/ "I don't have time to take care of it"
3/ " I already have a mobile website"
4/ " it will never work"
What are the basic rules for responding to objections?
- Don't snap or respond in a hurry. On the contrary, stay open and accept criticism. Don't take your clients' objections personally. Take your time before answering, it could make the situation worse.
- Consider remarks as requests for information. Ask your clients questions, ask them to clarify their thoughts. Better yet, ask them what solution they could bring to the problem, what their point of view is. You're there to listen to your clients and you're interested in their opinion. The goal here is to make your client feel valued and that their opinion matters. Even if you don't have an immediate solution.
- Finally, deal with the objection anyway. You've been open to their request, you've asked for clarification and for their opinion. But you can't walk away. Either you don't have an immediate answer to give them and in this case, come back to them quickly (and do it systematically, whatever the answer, it's important). Either you develop your points according to all the details you obtained at the beginning of the discussion.