1.
Dealing with Objections
Sales Training
Michael Halper

2.
What are Objections
• A prospect’s best weapon
– Mini stop signs
– Used to take control of the call and take it in
a direction of their choosing
• Common Objections:
– I am busy right now.
– Who are you with?
– What is this in regards to?
– I am not interested.
– Just send me some information.
– We already use somebody.
– We are not looking to make a change right now.
– We do not have budget/money to spend.

3.
Why this Step is Critical
• Bad news:
– Face on just about every cold call
• Good news:
– There are only around 10 objections that we will consistently
face
– By simply preparing for those, we can see an immediate
improvement in performance
– Improve mental fortitude

4.
Objections Handling Options
1. Comply
1. Overcome
1. Redirect

5.
Comply
• To give in to the objection
• Example:
Prospect: “I am not interested”
Caller: “OK, have a nice day.”
• Weakest response - only use as a last resort
• At some point, we have to comply
• Rule of thumb: Comply after two to three other attempts

6.
Overcome
• To defuse the objection
• Example:
Prospect: “I am not interested”
Caller: “OK, but we also have the auto tuning feature and are the global leader doing this
for 30 years.”
• Downside to trying to overcome:
– Very challenging to change someone’s mind
– Can be time consuming
– Can give life to the objection
• Tactics: (not recommended during cold calling)
– Isolate, then get to the root
– Feel, felt, found

7.
Demonstration of Overcome
Isolate, then get to the root
Objection:
Your prices are too high.
Response:
Just to confirm, are you saying that everything else fine and that the price is the
only thing that concerns you? (Isolate)
What is it that drives your concern about price? Is there a budget that you are trying to stay
with in? Or is it more of a cash outlay factor? (Get to the root)
Not real applicable to cold calling – Your goal is to get to a meeting. That is where you will
want to talk about pricing and funding points.

8.
Demonstration of Overcome
Feel, Felt, Found
Objection:
Your prices are too high.
Response:
I understand why you feel that our prices are high. (Feel)
A lot of IT managers that I have brought over felt that same way. (Felt)
But once they switched over, they found that when you add in the reliability of service, the
total cost of ownership actually lead to a lower total cost. (Found)
Not real applicable to cold calling – Your goal is to get to a meeting. That is where you will
want to talk about pricing and funding points.

9.
Redirect
• To redirect the objection into a related area
• Example:
Prospect: “I am not interested”
Caller: “I understand. Do you mind if I ask what you are doing today in this area?”
• Goal of the redirect is to keep the conversation going without focusing on
the objection itself
• Tactics:
– Redirect qualifying questions
– Redirect to value statement
– Redirect to pain points
– Redirect to building interest points

10.
Demonstration of Redirecting
Objection:
I am busy right now.
Response:
I can be very brief or I can call you back at another time.

11.
Demonstration of Redirecting
Objection:
Who are you with?
Response:
(Redirect to value statement)
I am with ArgaTech and we work with Chemical Companies and
help them to improve inventory turnover by 20 to 25%.

12.
Demonstration of Redirecting
Objection:
What is this in regards to?
Response:
(Redirect to value statement)
Purpose for my call is that we work with Chemical Companies and help them to
improve inventory turnover by 20 to 25%.

13.
Demonstration of Redirecting
Objection:
I am not interested.
Response:
I understand. (Redirect to one of the qualifying questions)
Are you currently using any automation tools to manage your inventory levels?
- Or -
I understand. And I want you to know that we are not trying to sell anything at this
point. (Redirect to one of the qualifying questions)
Are you currently using any automation tools to manage your inventory levels?

14.
Demonstration of Redirecting
Objection:
Just send me some information. (Early in a cold call – BLOW OFF)
Response:
Sure, I definitely will. So that I know exactly what to send you, let me ask you,
(Redirect to one of the qualifying questions)
Are you currently using any automation tools to manage your inventory levels?

15.
Demonstration of Redirecting
Objection:
Just send me some information. (Late in a cold call – NONCOMMITTAL)
Response:
Sure, I definitely will. Are there some particular details that you have questions
about?
If you have a level of interest, it may be easier to have a quick conversation with over
the phone on another day instead of me sending over a bunch of information.

16.
Demonstration of Redirecting
Objection:
We already use somebody for that.
Response:
Oh, good. How long have you been using them? How is it going? What product are
you using of theirs? What do you like about working with them? Is there anything that
you need that they are not able to provide?
(Redirect to any of the qualifying questions if applicable)

17.
Demonstration of Redirecting
Objection:
We are not looking at making a change right now.
Response:
I understand. And I want you to know that we are not trying to sell anything at this
point as we don’t even know if you are a good fit or not.
Our goal is to simply open the dialogue between our two companies so that if you
reach a point where you are ready or looking to make a change, you will know who
we are and what we have to offer.
(Redirect to one of the qualifying questions)
Are you currently using any automation tools to manage your inventory levels?

18.
Demonstration of Redirecting
Objection:
We do not have any budget / money to spend on that right now.
Response:
I understand. And I want you to know that we are not trying to sell anything at this
point as we don’t even know if you are a good fit or not.
Our goal is to simply open the dialogue between our two companies so that if you
reach a point where there is budget available, you will know who we are and what we
have to offer.
(Redirect to one of the qualifying questions)
Are you currently using any automation tools to manage your inventory levels?

19.
Building an Objections Map
• Tool to build to use as a
guide for dealing with
objections
• List out anticipated objections
• Formulate best responses
• Can include redirects and
overcome responses

20.
Reflect Back to Improve Forward
• When a call ends, reflect on what objections the prospect had
• Identify how you responded and if your responses were effective at
keeping the call going
• Was there a response that could have been better?
• Update objections map
– Add new objections
– Improve existing responses

21.
Key Takeaways
• You are guaranteed to get objections on every cold call
• You can immediately improve your results by simply listing out the main
objections that you can anticipate and scripting responses that stand to keep
the calls going
• Not only can this improve results, but it can also help to decrease stress,
improve confidence, and improve your mental state
• Focus on redirecting ahead of overcoming to keep calls going
• When a call ends, reflect back to improve your ability to handle future calls

22.
Messaging Workflow
Product
Value
Pain
Qualify
Objections

23.
SalesScripter
www.salesscripter.com
What do you sell? ___________
How does it help? ___________
What problems do you fix? ___________
What questions should you ask? ___________
1. Asks all the key questions 2. Maps answers to document library

24.
If You Want More Help
• The Cold Calling Equation – Problem Solved
– Available on Amazon - $15.95
• Web-based training program
– Week 1: Ideal Sales Process and Communicating Value
– Week 2: Finding Prospect Pain
– Week 3: Ideal Prospect and Qualifying
– Week 4: Dealing with Objections and Getting Around the Gatekeeper
– Week 5: Building Rapport, Interest, and Credibility
– Week 6: Generating Leads and SalesScripter Overview
– Week 7: Improving the Connect Rate
– Week 8: Inner Game
– Week 9: Managing Prospecting Meetings and Managing Sales Cycles
– Week 10: Improving the Close Rate and Disqualifying
• SalesScripter
– www.salesscripter.com
– Walk-through services available
• SalesScripter Demonstration
– Every Thursday

25.
www.salesscripter.com | info@salesscripter.com | 713-802-2026