("5 Ways to Handle Hurdles") 2 Min Power Podcast

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A couple of years ago, I was asked by a senior leader to design a program that would help the sales team qualify more deals. The biggest obstacle to closing new business was how the team was managing customer objections.  As the customer mentioned an objection, some reps on the phone would become defensive and start to justify the merits of our company or product. Others just took the objection at face value, hung up and moved on to the next customer on their list. However you look at it, these are missed opportunities.

Objections are inevitable but should never be seen as a door slamming closed in your face. The key is to understand why the customer is objecting – you must take the time to uncover this if you hope to move forward in a mutually beneficial way. While customers may object for many reasons, let’s take a look at few common causes:

• May simply be lack of knowledge: “We don’t need a mobile solution.”
• May be a specific, warranted concern: “Your price is higher than everyone else.”
• May represent a hidden agenda: The customer has a preference or incentive to use a different product but doesn’t say that outright.
• May be a perception issue: “The Cloud isn’t secure.”
• We may not be clear about their interests: “That’s not a priority for me this year.”

Take action: Think about the objections you receive in your line of business. Write down an example f