Objections
Answering Questions
What to do with statements
What went wrong?
Name the DISC personality
100
We probably won't be doing anything this month
Ok. When you say, "probably", what do you mean?
100
How experienced is your company with these types of situations?
Sounds like you may have had an issue in the past?
What do you mean by "these types of situations?"
We're very experienced. However, that doesn't mean we are automatically a fit. We would need to ask more questions.
100
We need this completed by the end of this month
Is there a reason for that?
Tell me more
Can I ask why that is?
Because...
100
You've called several times and they keep putting you off
Have not found their pain
Have not bonded enough
Have not asked the right questions
Didn't use a process such as TACO
100
Fast talking; bold; direct; demanding
D or Dominant
200
Why don't you send me some information
I can do that. What would you like me to send?
Sure. Once you have it, what's next?
Uh-oh. Are you telling me that because you aren't interested, but don't want to hurt my feelings? (hot!)
Let's do this...(suggest something that keeps the conversation going)
200
Can you give us a better price?
If I said, 'yes', what would happen?
If I said, 'no', what would happen?
If I said we could, but it would be small, what would happen?
Oof. What's going on?
We have a policy...we don't give discounts
I'm not sure I understand...(ask about their pain)
200
We're looking for faster installation
Uh-huh/OK/Alright...
Tell me more
Faster means?
Probably telling me that for a reason?
What's your concern?
(Any version of this to get them talking)
200
You're following up: "Just following up on the quote"
You didn't have an agreement about 'next steps' (TACO)
You are using 'stereotypical' sales phrases, which they will typically reject
200
Drives a green Subaru
C or Cautious Thinker
300
We're concerned about how long this is going to take
Ok. What are you concerned about?
How long were you hoping for it to take?
When you say you're concerned, tell me more.
300
How long have you been in the business?
Uh-oh. Have you had an issue with someone less experienced?
Quite a while. Are you asking me for a reason?
300
We will take a quote if you'd like to work it up
Happy to do that. In order to help, can I ask some questions first?
Sure. Can I ask why you're looking for quote?
Uh-oh. Sounds like you're asking to satisfy your company. (hot!)
300
You're at the end of a meeting and they make no commitments: "Thanks for the quote. We're going to think about it"
Didn't use TACO to set up the meeting (missed "Outcomes" step) -or-
Didn't find their biggest concerns or "pain" -or-
Didn't show value -or-
Didn't ask enough questions
300
Values loyalty, hates change, likes consistency
S or Steady Relater
400
How big a company are you?
You're probably asking me that for a reason? -or-
Can I ask what your concern is about size? -or-
What type of answer are you looking for?
400
How good is your company with communication?
Uh-oh. Tell me more.
Sounds like you may have had a problem with that?
You're probably asking me that for a really good reason...
400
Your quote was high
Uh-huh/And?/Ok
What does high mean?
Oh, so it's over (hot!)
I'm confused. I thought (pain) was important for you to solve. (hot!)
400
They aren't responding to your follow-up email or call
Did not set up the next step using TACO -or-
You did not show value during your call -or-
You did not find their "pain" during the visit -or-
Did not bond with them
400
"What uuupppp?"
I or Influencer
500
This is too expensive for us?
Uh-huh/Alright/Ok (then, silence)
What do you mean by expensive?
I don't understand (then, silence)
What were you hoping it would be?
500
Can you provide references?
Well sure. But, usually when someone asks that it is because they aren't "there" yet. Can you tell me your concern?
Sure. Let's pretend I give you several and they all say nice things about us. What's the next step?
Sure. Let's pretend I give you several and they all say nice things about us. Does that mean we're a fit?
500
We were hoping you could come down lower on price
You're probably telling me that for a reason? -or-
I don't understand -or-
I'm confused -or-
Oh. What were you hoping for?
Because?
500
You're following up on a big quote with a person that showed a lot of interest and you lose the deal. What went wrong?
Didn't ask the right questions
No PAIN
No TACO
Was too pushy/salesy
Didn't bond
Talked too much
Bragged too much
500
S or Steady Relater