Category: Overcoming Objections

Welcome to the New Year!  So, are you ready to start cold calling, prospecting and reaching out to prospects?  If so, you’d better be prepared for what is sure to be one of the biggest brush off objections this year: “I’m too busy/don’t have the time to talk to you now.”

Because of the personnel cuts over the last 24 months, you’ve probably noticed (even at your own company!), that many companies have laid people off and more work is required of those who are still employed.  What that means to you is that you must be prepared for this and even more so, you must be equipped with the right scripts to handle this objection.

As I’ve written over and over, the sales reps who are going to be successful in today’s market are those who are prepared for the objections and selling situations they will find themselves in 90% of the time.  The other 80% of sales reps?  They will continue to struggle because they will insist on ad-libbing it and making it up as they go along.

To help you be prepared for the “I don’t have the time” brush off, memorize these scripts below and be prepared to use them every time you get this objection:

Response #1:

“I know that feeling; my desk is full of things I need to do, too.  I’d be happy to schedule a time to call you back, but I don’t want to bother you if you’re really not interested.  Let me ask you a quick question and be honest with me:

If I could show you a (system/product/service) that is proven to (reduce your overhead, generate more sales, etc.), would it be worth it for you and I to take for just 5 minutes to see how it could work for you?”

If NO: “No problem.  Before I go, who else do you know that might be able to use a system like this?”

If Yes: “Terrific.  Do you have 5 minutes right now?”

If No:  “I’m looking at my schedule, what is a good time later today?”

Response #2:

“___________ you probably get a lot of calls like I do, and my initial reaction is to say I’m too busy as well.  But I can explain this to you in just 3 minutes and if you think it can help you we can schedule more time later – and if you don’t we can part friends, is that fair?”

Response #3:

“I’m with you.  Before I schedule time to get back with you, just a quick question: Is it a priority for you to (fix or improve what your product or service will do for them) this quarter?”

Response #4:

“I’m glad you’re busy, that means that you don’t have the time to waste looking at things you have no intention of taking advantage of.  Quick question:  If I could show you a proven way to (get the benefits of your product or service), is that something that you would invest 5 minutes learning more about?”

Response #5:

“No problem.  I know what it’s like to be interrupted.  Would it be better to call you back right after your meeting, say in about a half hour, or would you prefer to set up a quick 5 minute call for tomorrow morning?”

Can you see how much more effective you will be by being prepared with and using these kinds of scripts?  Believe me, it will separate you from the majority of your competition.

If you would like more of these kinds of scripts, I encourage you to check out my new book of phone scripts: The Ultimate Book of Phone Scripts.  You’ll find over 200 other word for word scripts that will help you succeed this year!

If you found this article helpful, then you’ll love Mike’s NEW book of phone scripts, “The Ultimate Book of Phone Scripts.”  Get over 220 Brand New Scripts to help you easily get past the gatekeeper, set appointments, overcome objections and close more sales. Visit: https://mrinsidesales.com/ultimatescripts.htm to find out why Brian Tracy and Tom Hopkins call this the best book on inside sales available today!

Do you have an under performing inside sales team?  Talk to Mike to see how he can help you and your team reach your revenue goals.  To learn more about Mike, visit his website: http://www.MrInsideSales.com

Everyone in sales knows about rejection.  And to 80% of salespeople, this is what they fear the most.  Fear of rejection creates call reluctance; long lunch hours, sick stomachs and can turn a telephone into a 200-pound weight — hard to pick up.

The Top 20%, however, have found a way to avoid being rejected and use this technique to make every call successful.  It’s called the ?Next in line? pitch.  Here’s how it goes:

1) First, the Top 20% are prepared for resistance and are not surprised when they get it.  Instead, they expect it and are prepared to handle it.

2) When/if a prospect says any of the following:

?We’re not interested."

?I?m happy with who I’m using."

?We don’t need any right now."

Or any variation thereof, the Top 20% respond with:

?I understand _________, and let me ask you a question — the next time you need (your product or service) could I be the first one in line you speak with to get (another quote, opinion, check with, etc.)?"

The prospect almost always says yes, so then say:

?Great, I?ll send my contact info, please keep the near your (ordering information, etc.).?  Now briefly take this info down and then:

?By the way, what might have to happen for you to begin looking for a different (vendor, company, price, etc.)?"

This last part is what sets up your next call and reveals your prospect?s future buying motives.  Listen carefully and write down what they say ? you?ll need it later on.

Follow through with sending out your contact info and ask for a follow-up appointment.

By the time you get off the phone, you’ll have established rapport, gained buying information, and created a relationship with a potential buyer.  Not that, huh?

Use this technique and watch your call reluctance and rejection disappear, and soon you’ll be prospecting like the Top 20%!

What?s one of the biggest differences between the Top 20% and the bottom 80%? The bottom 80% are still using stale, phony techniques that don?t work, and they are still trying to trick the gatekeepers and assistants as they try to get to the decision maker.

All this does is identify them as another pesky sales rep trying to sell something the prospect doesn?t want.

The Top 20%, on the other hand, have found that by being honest and real ? I call it ?Straight Selling?- they not only differentiate themselves from their so called competition, but they are also able to make a real connection and so establish the rapport crucial for any sales transaction.

Here are a couple of scripts you can use to begin practicing straight selling:

If while cold calling your prospect says they are not interested, use this response:

?I don?t blame you________, you?ve never heard of me and you don?t know what my company does or how it can help you. I?m sure you get sales calls all the time, but I?m also sure that sometimes the calls turn out to be truly worthwhile. This happens to be one of those calls?? (Now provide a benefit, or ask a question)

If you reach an assistant and are told they would take a message, say:

?You know ________, I?m sure you work closely with _______, right? Great. Listen, I?ll be honest with you ? I don?t want to bother you by calling and calling trying to reach _______, so let me tell you why I?m calling and you can tell me if you think this would be something he?d be interested in hearing more about?? (Now ask qualifying questions to see if they?d be a fit)

If your prospect is avoiding you after you?ve sent info, or is putting you off, try:

?________I?m glad I finally reached you, and let me ask you something and please be honest with me ? I?ve tried to connect with you several times, and the timing just never seems to be right. Level with me ? is this just something you?re not really interested in at this time, or do you sincerely want to schedule another time later to go through this with you. You tell me?? (Now shut up and listen to their response)

As you can see, these ?Straight Selling? techniques will not only give you the respect you deserve, but they will separate the buyers from the non-buyers. And that is one of the most important Top 20% techniques of all!

Let?s face it ? we?re all busy. This is especially true if you are cold calling and are lucky enough to actually get a decision maker on the phone. Just like you, they?ll be in the middle of at least three things and be on their way to or from a meeting. Because of this, one of the most frequent objections they use these days to brush you off the phone is the, ?I?m too busy/don?t have the time objection.?

Now here?s the thing: while this may be true, it doesn?t necessarily mean they don?t need or aren?t interested in what you have to offer. Like all initial resistance statements, what you must do with this objection is to quickly control the situation, assess whether or not your prospect is or can be interested, and then find a way to quickly qualify them.

Sound like a lot? It is if you?re not prepared with proven and effective scripts like these:

Here are four ways to handle the: ?I?m too busy, don?t have the time? brush off:

Response #1:

?I know that feeling; my desk is full of things I need to do, too. I?d be happy to schedule a time to call you back, but I don?t want to bother you if you?re really not interested. Let me ask you a quick question and be honest with me: If I could show you a (system/product/service) that is proven to (reduce your overhead, generate more sales, etc.), would it be worth it for you and I to take for just 5 minutes to see how it could work for you??

If NO: ?No problem. Before I go, who else do you know that might be able to use a system like this??

If Yes: ?Terrific. Do you have 5 minutes right now??

If No: ?I?m looking at my schedule, what is a good time later today??

Response #2:

?___________ you probably get a lot of calls like I do, and my initial reaction is to say I?m too busy as well. But I can explain this to you in just 3 minutes and if you think it can help you we can schedule more time later – and if you don?t we can part friends, is that fair??

Response #3:

?I?m with you. Before I schedule time to get back with you, just a quick question: Is it a priority for you to (fix or improve what your product or service will do for them) this quarter??

Response #4:

?I?m glad you?re busy, that means that you don?t have the time to waste looking at things you have no intention of taking advantage of. Quick question: If I could show you a proven way to (get the benefits of your product or service), is that something that you would invest 5 minutes learning more about??

One of the most common brush-off’s inside sales reps get all day long is the “I’m not interested” response from prospects they are cold calling (or even calling back).  The reason this is so common is because it works!  Most sales reps – 80% — haven’t a clue how to deal with it, and so prospects can get rid of that 80% and go about their day.

The Top 20%, however, have proven an effective scripted responses that allow them to sidestep this and other objections and that allows them to actually pitch their products or services.  Here’s one of the ways they deal with the “I’m not interested” brush off.

First, before I give you the script, you have to understand why it works — prospects get a lot of sales calls, and they have to say that they aren’t interested or else they’d never get anything done!  So the way to deal with this is by first acknowledging that they get a lot of these kinds of calls.  And that is why the following script is so effective.

You see, the problem 80% of your competition is making is that they try to bulldoze their way into their pitch.  They are so afraid they are going to get blown off that they just the barrel through, never acknowledging or connecting with their prospects.  This turns prospects off (how would you like it?) and elicits the reflex response, “I’m not interested”.

Here’s what to say to act like a Top 20% sales professional, and how to connect with and earn the right to present your product or service.

“I’m not interested”

“I understand _________ and I’m sure you get a lot of these kinds of calls don’t you?  Well I do too, and believe me I don’t like getting them anymore than you do.  But I’ll tell you, every now and then I listen to one because it turns out to be something really good that ends up benefiting me — and this is one of those calls for you today.

Let me ask you one thing (now ask about a problem you know they are having — briefly – and ask them how much your solution to that problem would mean to them)

Using this technique allows you to connect with your prospects, sidestep their initial resistance, generate real interest, and qualify — all with one sentence.  Not bad, huh?

Use this for the rest of this week and watch your results completely change for the better.  The bottom line is that Top 20% sales performance is easier than you think as long as you are using the right scripts and techniques.

So many times our prospects aren’t really interested, but they either don’t know how or won’t come out and tell us.  Instead they will say things like, “Go ahead and send me the (information, brochure, demo) and I’ll take a look.” Or, “Put that quote in writing and send it to me.”

When a Top 20% closer hears this, his/her first thought is, “I don’t have the time to do that, and I especially don’t have the time to follow up with an unqualified lead.”

Here’s how they handle it and how you should, too:

Put off #1: “Go ahead and send me your information.”

Your response: ” I be happy to, and if you like what you see would you be ready to place an order?”

OR,

“Before I do, I want to make sure you’d be ready to act on it if you like it.  Let me ask you…(qualifying questions on budget, decision-making process, etc.”

OR,

“Sure, and after you review it, how soon are you going to make a decision on it?”

OR,

“And what would you need to see to say yes to it?”

Put off No. 2: “Put that quote in writing and send it to me.”

Your response: “I’d be happy to, and from what we’ve just discussed, does it sound like you’d go with it?”

OR,

“Absolutely.  How does this compare with the other quotes you’ve received so far?”

OR,

“Great.  Based on the quote/price I just gave you does this sound like it fits your budget?”

OR,

“Be happy to, and after you get it, what happens next?”

Bottom line — the Top 20% don’t have the time for the brush off game.  They’d rather know up front if the prospect were doing it or not.

And wouldn’t you?

One of the oldest and most used smokescreens in the book is the, “I need to think about it” objection. So many sales reps struggle with this one because they think the prospect isn’t saying no, and so they don’t know how to respond to it.

Unfortunately, what many of you have found out is that your prospect actually is saying no – they’re just saying it in a way that makes it difficult for you to handle it. Well that will end for you today. By using the scripts below, you’ll see if you’re prospect really does need to think about it, or if he/she is blowing you off. Believe me, you want to know now so you can save yourself weeks of chasing and begging a deal that will never close.

Response #1:
“_________, whenever I tell someone I need to think about it, I usually mean one of three things: 1 – I’m not going to be a deal for whatever reason and I just want to get them off the phone, 2 – I kind of like the idea but I’m going to have to find the money or talk to my partner, or something else is holding me back, and 3 – I really like the idea and I just have to move something around before I say yes.

Be honest with me; which one of those things is it for you right now?”

Response #2:
“__________, I may have given you too much information on the warranty (or pick another part of your product or service here), is that what you need to think about?”
(Now use your mute button and let them tell you what they are going to really think about)

Response #3:
“You know _________, if this isn’t for you, I’d rather have a no right now – believe me, you won’t hurt my feelings. Is that where you’re leaning right now?
(It is always better to get this objection out of them early.)

Response #4:
“__________, let’s face it – you’ve already been thinking about this for a long time. You know you have to make a change or nothing else will change with (your operating system, your results, etc.). Thinking about it more won’t fix things for you – only making a decision will. You like this; you’ve already told me it would work for you. So let’s do this – go ahead and put me/this solution to work for you now and if you change your mind later you will still get the benefit that you’ve acknowledged you need. Here’s what we need to do to get you started…”

Response #5:
“__________, the only thing more costly than making a bad decision is not making one at all. If you don’t change things then things won’t get better for you. Now, you’ve already admitted that this has the best chance to make a positive impact in your production, right?

Then do what my other clients do and put me and my company to work for you. Once you see the positive results we both know are possible here, you’ll be back to expand our coverage for you. And that’s going to be a win/win for us both, isn’t it?

Then here’s what we need to do…”

Response #6:
“___________, since we both agree this has a great chance to work for you, let me do this. While we’re on the phone right now, I’m going to email you three customer testimonials – companies just like yours who were hesitant as well – and when you read about how successful they were with us, I’ll put together an introductory offer that you won’t be able to pass up. Once you see for yourself how this works, then we can talk about further involvement, is that fair?”

Response #7:
“__________, what I’m hearing from you is essentially a no – and that’s alright. As a sales rep, I hear that all the time and it doesn’t bother me. It just means I haven’t yet explained the value proposition right. Tell me, what would it take to convince you that this would be a good idea to move forward with – and please be honest with me.”

These scripts were taken from my Brand New Book of Phone Scripts due out in about 6 weeks. These are seven out of ten in the book (there are 20+ NEW scripts on how to handle the money objection alone! You’ll want to pick up a copy as soon as it’s released, so stand by…)

In the meantime, enjoy these and send me an email, or leave a comment below and let me know how they work for you!!

Have you ever answered an objection from a prospect only to be given another one that was completely unrelated to the first one? And then after you battled your way through that one, you got another, then another?

If you’ve been in sales any length of time then I’m sure you have. And if you still don’t know how to handle and even avoid that, then I know you’re hating life – until now! That’s because I’m going to teach you a simple technique that will enable you to avoid that common trap 80% of your competition fall into.  And here’s what you do:

STOP ANSWERING OBJECTIONS!

I know that may sound absurd at first, so let me explain.  When someone gives you an objection, they are almost always hiding the REAL reason they aren’t moving forward with you. For example, if they tell you the price is too high what they often really mean is that they can get it cheaper with their current supplier, or they aren’t really in the market right now and they’re just shopping around for next quarter, or they have already decided who they’re going to use and they just needed 5 RFP’s to comply with their process.

Answering the price objection at this point means that you are just falling for their smokescreen which is why you get another objection, and then another.  If you’re sick and tired of losing control of the sale and you want to know if your prospect is real or not, then you must Question and Isolate objections you get BEFORE you answer them.

Here’s how you do it:

If your prospect tells you your price is too high, simply ask:

“I understand ___________, and let me ask you – if our price was right where you were comfortable spending, would you place your order with me today?”

Any answer other than yes means that price is not the objection.  Answering it will get you nowhere.  If, however, they say yes, then you get to negotiate on the price and find a way to close the deal.

Questioning and isolating objections is the only way you’re going to avoid smokescreens and close more sales.  It’s a Top 20% technique, and once you begin using it you’ll be amazed at what your prospects tell you.  For starters, they will reveal their real objections, and you’ll know immediately whether or not you can close the sale.

The good news about insurance sales – like all other sales – is that the set of objections and put offs you face is essentially the same.  In other words, day after day, in presenting your products and services, your prospects probably come up the same old objections they’ve been using for years.  Things like, “I’m happy with who I work with now”, and “Why change what I have already?” etc.  Because of this, you have a distinct advantage if, and this is a big if, you have taken the time to prepare in advance for these objections and then have practiced your responses so they sound easy, natural and convincing.

Below you’ll find three rebuttals to the most common objections you get when closing on your insurance products.  Remember, take the time to reword or rework them to fit your specific services or selling style, but after you do the key is to use them.

By the way, if you sell something besides insurance, there’s something in here for you, too.  How often do you here the “I’m happy with who I work with now,” or “Why should I change?” when trying to close on your products or services?

You see, objections are objections are objections.  Prospects and clients have been using the same ones for years because they work to blow off 80% of your competition.  But once you start using these rebuttals, you’ll find a way to get past them and present your products and services.

So, adapt, use and become more successful using these rebuttals:

Objection #1: “I’m happy with who I work with now”
“I’m glad to hear that __________, and I’m not here to come between the relationship you have with your current broker.  Instead, I’m only interested in making sure you have access to the best new vehicles to fit where you are in your life now.  You see, the issue with most insurance is that people tend to buy it and forget about it.  And the problem with that is that life, situations and responsibilities change and in most cases the insurance coverage gets neglected.

Let me ask you this:  When was the last time you had someone look at your existing coverage and compare it to what’s now available based on where you are in your life today?   Well here’s what I’m prepared to do for you – I’ll compare your current coverage and your current needs with what’s available today, and if you have the best coverage at the best rates, then I’ll tell you so.  And if I have a better vehicle at a better rate, and it makes sense to you, then you can decide what to do.  Either way you’ll win.  Is that fair enough?”

Objection #2: “It won’t happen to me”
“__________, when was the last time you totaled your car?  (usually never).  But you still have it insured for that loss, don’t you?  You see, that’s the thing about insurance – we buy it to protect us in advance in case something happens that we couldn’t afford to cover.  If we never use it, we’re grateful, and if we have to use it, we’re thankful.  Either way, insurance gives us both protection and peace of mind.

Now _________, if (the situation that you’re insuring for now) did happen, how happy are you going to be that you have coverage for it?  (probe here – “How would that affect your wife?  What would that give her in terms of time with the kids, etc?”)

_________ the little bit of premium you pay now provides you and your family (or business)  with a great deal of comfort and security.  It’s the right thing to do and I think you know it.  Let me ask you this: What kind of (monthly/quarterly) payments are you trying to stay within – perhaps I can adjust your policy or length of term to make this work for you…”

Objection #3: “Why change what I have?”
“I’m not saying you should change, and it may not make sense for you to change – that’s why I need to do some work for you to see if I can help you.  You see _________, most brokers write an insurance policy for their clients and then they’re off to make the next sale.  What they don’t do is what is perhaps the most important part of all – continue to assess their client’s changing needs and match them up with a newer vehicle that would get them more appropriate coverage – perhaps for even less money.

And that’s what I’m here to do for you today.  Let’s do this:  I’ll take a look at what you’ve currently got in terms of coverage and premium, and I’ll compare it to what your needs are today.  I’ll then review what is available to you and if there’s a better fit for you I’ll let you know about it.  If not, then I’ll let you know that as well.  In the end you get to decide what’s best for you.  Is that fair?”

Regardless of your industry, learning these rebuttals and preparing for the conversation before it happens is what is going to set you apart into the top 20%.

Did you enjoy this article? Please let me know your thoughts in the comments section below.

If you’re like most sales reps, you hate to get objections. Your stomach aches, your palms start to sweat, and you can literally see your commissions fly out the window.

And, if you’re like most sales reps, when you begin dealing with objections one of two things happen:

1) After you answer them, your prospect gives you another, then another objection and you go on the defensive…or

2) In answering the objection you tend to talk past the close, and you actually INTRODUCE more questions or objections! Now that’s a sick feeling, isn’t it?

Want an easier way to deal with the objections you get over and over again? Here’s how to do it:

First, learn to listen. Don’t be so quick to interrupt your prospect because often times the way to overcome their objection is actually in the objection itself…

Second, if you don’t know how to respond to their objection, or don’t even understand what the objection is (which is the case for 80% of sales reps), ask for clarification. An effective technique is:

“Hum… I’m not sure I follow you, what exactly do you mean?”

This is a great technique because in restating their objection, many times prospects will either give you the answers you need, or sometimes they’ll even explain away their objection.

Third, after your prospect has clarified their objection and you fully understand what it is, you should always isolate it before answering it! Again, you must be patient and give your prospect every opportunity to help you deal with their objection.

Let’s use “The Price is too high” objection since it’s the most common. Most sales reps have been taught to build value to justify their price, or drop close to a lesser amount, or try to negotiate in some other way. While these techniques are valuable tools, they should only be used after you isolate the objection. Here’s what you say:

“I understand __________, and let’s put the price aside for a moment and make sure this (product or service) is something that will work for you. Let me ask you, if price weren’t an issue here, in other words, if this fit in with what you were willing to pay, would you go ahead and put me and my company to work for you?”

This one technique is the most powerful closing tool you’ll ever use in dealing with objections. Sadly, it’s used less than 10% of the time, and that’s the reason I keep getting emails asking me what the best way of dealing with objections is.  My suggestion to you today is to incorporate these two techniques and to see for yourself how much easier objection handling becomes for you.

Did you enjoy this article? Please let me know your thoughts in the comments section below.