Understanding Rejection and Objections

Updated: Jun 14

Rejection - no such thing When a prospect ‘rejects’ you on a sales call without listening to you they are protecting themselves. You are not being ‘rejected’.

And can you blame them, most salespeople are too PUSHY. So the prospect is 'playing the numbers' and saying NO immediately. Your job as a salesperson is to understand this dynamic and make a judgement call to disengage or continue. Trust is built over time.


Most people are not comfortable talking to strangers.

It takes a couple of ‘contacts’ for them to be somewhat comfortable with you. Thinking from the customers Point of View will help you here.


Objections - yes please! Objections are a normal part of the sales interplay. Go with the flow. Ask questions to understand the objection and address it calmly. Hopefully they will realise they are mistaken


However, if the customer has found a weakness in your operation, thank them. (Consultants are paid huge fees to find weaknesses). Feed the information back into your Service Loop to improve your offering, (updating your website and procedures). Update the customer next week and thank them again.

Either way you win and the customer wins

The customer will be flattered. You will be remembered.


Why objections are good

Prospects see your product in 1 of 3 ways;

1. Like it – great!

2. Indifferent – hopefully they won’t be soon.

3. Don’t like it – this is where the Gold is, because they are focused on you.

Address their concerns and you’ve got a loyal customer.

They are expecting you to Back Down, Panic, Discount or Argue; DON’T. Hang in there and follow-up. They’ll be shocked that you bounced-back and you’ll be remembered.


Here's some tips...

If they object about the price You haven’t explained enough or your offering needs to improve.

If they say a competitor is cheaper Ask for details. (Knowing your competition helps here). Talk it out with them. Never argue.

Be curious. Build rapport. Find a win-win solution.

They say, “I have to think it over.” Ask, “What’s holding you back?” Be curious NOT assertive

They repeat, “I have to think it over.” Ask how much time they need, they contact them again.

They continue to say No You can't win-em-all, but you can ask them "why?" and learn something from them. Again be curious NOT assertive, your objective is to learn from them to improve your offering.

Always end on a pleasant note / with a smile, thank them for their time and stay in touch / invite them back / invite them to your event.

They’ll be back. Your manners and professionalism will bring them back.

NOTE; Your questions should not be aggressive or assertive. Maintain a curious tone and prospects may open up to you. You will learn nothing by being persuasive.


To continue the conversation contact James