We recently held a breakfast for Sales Leaders where the topic for the session was Handling Customer Objections and Push Back. We had our biggest attendance numbers so far in the series because, for the most part, it's what most of us wrestle with.
Unfortunately, it's not as simple as memorising some key phrases when customers give you their reasons for not going ahead or just playing delay tactics.
Before we look at what you can do to address this, let's first understand the reasons why it happens in the first place.
The Value Equation: Value = Benefits - Costs
This is the equation your clients calculate in their minds whenever they think of you and your company. If you're not checking in regularly as to how you're performing in relation to this equation, you're leaving the continuity of the relationship to chance.
Pushback is the opposite to value. It's an indication of lack of insight.
In a nutshell, customers will push back when there's:
Building insight to establish what matters before you propose a solution means you're less likely to miss something important to your prospect or client, which will result in pushback.
Not everything can be discovered in one meeting or with just one stakeholder.
So, how can you reduce pushback? Here are some considerations to help you build insight early on in your client engagement:
Want to find our more? Please contact me: Ingrid.email@example.com to arrange a time for an obligation free chat.Tips from John Buchanan, Beyond 19, Coaching Practicing Lead:
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