What Should I Say?: Words & Phrases to Use While Handling Objections

By Angus McDonald - 27/11/2020 8:00:00 AM

As you probably know, language is everything when it comes to sales. Knowing the right words to say, as well as the right time to say them, can be an excellent tool in the objection handling process.

Here are the top four questions we believe work best while handling customer objections.

1. “Can You Help Me Understand What’s Causing Your Concern?”

If we’re looking at the LAER method of handling objections, this would be something to say during the “listening” stage. Once a customer has voiced their objection, you’ll need them to elaborate on it so you fully understand and can move on to the next step.

Saying “can you help me understand that concern?” is much better than saying something like “why?” or “what do you mean?”, both of which can be viewed as combative! This phrasing has much friendlier overtones and encourages a long, detailed response, which will help you better understand the customer’s perspective.

2. “...Is That Correct?”

Moving on to the next phase, you’ll want to make sure you fully understand what the customer has just told you. The Solution Selling Method offers us two different things to say in order to do this:

  • “So, the reasons for your objections that correct?”
  • “From what I just heard, it sounds that correct?”

This gives you a way to acknowledge a customer’s concerns while also validating their feelings and ensuring you address the correct problem. If they say yes, you can move on to the next step! If they say no, encourage them to explain further until you fully grasp what they’re saying.

objection handling

(source : Gong)

3. “Can I Bounce a Few Thoughts Off of You?”

Once you’ve fully discussed and understood your potential buyer’s objection, it’s time to start suggesting solutions. However, you should never say something that takes the focus off the customer and their feelings. The solution to the objection should be a mutual agreement, not something you decide for the customer.

Saying “can I bounce a few thoughts off of you?” directly involves the customer, and creates an opportunity for a back-and-forth conversation. According to Gong, asking to share your thoughts with the customer puts you in the vulnerable position rather than them. They’ll feel more comfortable speaking freely, and you’re more likely to come to a mutual solution!

4. “What Part of Your Concern Do You Feel is Still Left Unaddressed?”

You need to be sure you’ve fully addressed your customer’s objection before moving on. Otherwise, you risk doing all this work for nothing! If you leave any part of an objection unresolved or address the wrong thing, it may come back to bite you later on! If this happens, you’ll be forced to repeat the entire objection handling process.

Gong claims that asking “what part” of their concern they still feel is unresolved, rather than “does that address your concern?”, opens the dialogue back up for them to say anything they have left to say. By the end of the conversation, they should respond with something like, “nothing, you’ve addressed all my concerns!”

Using the Right Language

With objection handling, language is everything. Phrasing, timing, and tone are all of utmost importance, as these factors can easily make or break a deal.

Remember to:

  • Use a friendly tone of voice
  • Stick to neutral language that encourages a back-and-forth dialogue
  • Ask questions that elicit long, detailed responses
  • And listen more than you speak!

Keep all this in mind, and you’re sure to have a successful sales pitch.


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Tags: Sales, Objection Handling