Common Objections
"Just email me the information"
LISTEN AND ACKNOWLEDGE
“I would love to send you some information! What would you be looking for? What go you excited to open this account?"
"I need to think about it"
This objection has less do do with why you are calling and more to do with THE CLIENT'S DECISION MAKING PROCESS. Try "Tell me how do you weigh a decision like this?" or "I really appreciate what your saying, can you help me understand what's most important in this decision for you? Get the client to open up about what they are thinking.
"We already use [Insert horrible competitor]"
This is a pro and a con. It’s a CON, because that person likely doesn’t want to take the time to switch products. It’s a PRO, because the person already values what you offer. Go over our benefits and find out what the client is missing. "That totally makes sense, I can understand why you don't want another. Tell me if there is one thing they could be doing better what would it be?" or "So what I'm hearing is they are doing an amazing job and you would never consider leaving?"
"I need to talk to my....."
LISTEN AND AWKNOLEDGE. "That makes total sense. What do you suspect is most important do you both when making this decision? Would is make sense for the three of us to put our heads together and talk through everything?" You are trying to interject yourself into the decision making process and to get a follow up meeting with the client.
“I don’t have time.”
Client is saying this isn't important to me right now. They opened their account for a reason. Assume it will be a priority for them eventually. "I can completely understand that. Since you took the time to open your account I want to make sure we give this the priority it deserves when you have more time." or get them talking with “I can understand and appreciate that. Do you know what we do? Why don’t we go over [our service] really quickly, and see if it even makes sense for us to talk later.”
“It costs too much.”
Price is about perceived value....try to avoid it by showing the client the real value beforehand.
When the client objects, LISTEN, ACKNOWLEDGE and work with it. "I completely understand and appreciate you saying that, can you tell me a little bit about why you think the price is too high?
“Is this a sales call?”
“I am not in a sales capacity at TD. I actually support our Direct Investing platform here and am calling to see if you have any interest in learning more.
You can also leverage past attempts to contact them in order to stir up familiarity and a sense of helpfulness.
“I’m following up on an email I sent your way to see if ........"
"I'll get back to you."
Some prospects could be genuinely busy and forget about your meeting, hence following up with them can refresh their minds.
"Sure I can follow up at a better time or book a better time to speak. If you like I can send you some additional info as well"
“I’m not interested.”
Don't argue and don't take it personally. Try "I completely understand. Let me ask you a question: The next time you are looking for ____ could I the first person in line to speak with you?" and "Can I send you some more information about what I do so you have it handy when you need it?" or "Before I get off the phone what might have to happen for you to begin looking for a different solution for _____"