Objection Handling
A prospect says, “This sounds expensive.” Your first response should do this.
What is acknowledge the concern and ask them to explain it before responding?
Prospect: “I don’t really see the value yet.”
What should you say next?
What is ask what they value most in a solution?
“Walk me through how you currently handle this process,” is an example of this SPIN question.
What is a Situation question?
A prospect is nodding but not asking questions. Your best move is to do this.
What is ask a question to confirm understanding?
Talking over a prospect instead of listening causes this.
What is loss of trust?
A prospect says, “I’m not sure this is right for us.” Your best response is to ask this type of question.
What is an open-ended question? For example, "Why?".
Prospect: “We’re just looking around today.”
What should you say next?
What is ask what prompted them to stop and look?
“If that issue continues, how does it impact your results?” is an example of this.
What is an Implication question?
A prospect becomes more talkative after you stop pitching. This usually means what?
What is they feel heard and engaged?
Failing to read body language often leads to this.
What is missed buying signals?
A prospect says, “We already use someone else,” during an in-person meeting. Your response should focus on this.
What is understanding their current solution before positioning yours?
Prospect: “We’re happy with what we have.”
What should you say next?
What is ask what they like most about their current solution?
“Would solving that make your day-to-day easier?” is an example of this.
What is a Need-Payoff question?
A prospect starts checking their phone mid-conversation. What should you do?
What is re-engage them with a question?
Jumping straight into features during an in-person meeting is an example of this mistake.
What is pitching too early?
A prospect pushes back on price while leaning forward and staying engaged. This usually signals what?
What is interest rather than rejection?
Prospect: “This looks similar to what we already use.”
What should you say next?
What is ask what they wish their current solution did better?
“Does that ever cause delays or issues for your team?” is an example of this.
What is a Problem question?
A prospect challenges your solution but stays in the conversation. This most often indicates this.
What is buying interest?
Trying to “win” an objection instead of understand it creates this perception.
What is being pushy?
A prospect raises the same objection multiple times in person. The most effective response is to do this.
What is dig deeper to uncover the real underlying concern?
Prospect: “I don’t make the final decision.”
What should you say next?
What is ask who else is involved in the decision-making process?
In a face-to-face conversation, SPIN should be used primarily during this part of the meeting.
What is discovery?
A prospect says, “This sounds good, but I need to think about it.” Your response should focus on this.
What is understanding what they still need to think through?
The biggest mistake when handling objections in person is doing this.
What is defending instead of asking questions?