Would you like to be better equipped to manage how you deal with prospects when they raise objections about your offer? If so, read on for our 10 1/2 Top Tips.

 1. Never take it personally

Our fear of rejection, or failure, is what drives most of our negative feelings towards pitching for new work. By the end of these Top Tips you will understand that objections are such an important part of EVERY pitch process, whether you are a Lord Alan Sugar or not, so don't take it personally.

2. Objections indicate interest

The time to worry is when your prospect raises no questions, challenges none of your service offering, your client care assurances, guarantees etc. This means they have switched off from the purchasing process. An indication of success in a pitch is when objections are being raised, as they are seeking assurances from you about the risks they face in instructing you and your firm. If yours is a high risk purchase, such as legal or architectural advice, their own reputation or career may rely on what you deliver.

3. Make it easy for them to object

Relax, smile, compliment them on asking such a pertinent question, and a 'I'm glad you asked that' is a good response. Also try asking for further clarification on what they have asked with 'How do you mean exactly?' or reflect back by asking ' So, if I understand you correctly, you are concerned about...'

4. Pre-emptive strike

The best way to manage objections is to raise them yourself before they ask. How? You may say that when instructing a firm like yours that most people are most concerned about X or Y. You can then give a live case study about how you managed this part of the process with one of your existing clients, when they first came on board.

5. Ask more questions, then ask even more

Objections are an opportunity for you to do some real fact finding about what is really at the root of their objection. Resist the temptation to wade in with an answer straight away. Think about what other questions you can ask to dig deeper into their world. Research indicates that you will get 80% of the really valuable insight from the last 20% of the questions you ask.

6. Use emmotive words

We buy services (and goods) on an 'emotion first, logic second' basis, which means we make an emotional decison to buy, and then look for logical reasons to back up our choice. You might choose to respond to an objection with: 'I understand how you feel about this. A good client of mine felt the same way before we went ahead with (their matter / project / instruction) and this is what he/she found...'  

7. Never get personal

However strongly you feel about their objection never let you own personal views influence your response, be it faith, values or social perspective. 

8. Be ready to pass the opportunity

In some instances there will be a personality clash between you and your prospect that you simply cannot overcome.  Better to realise this early and take action by suggesting that you know someone within your firm, or network, that would be of more value to them at this time than yourself.  This may positively alter their perspective of you and shows great self respect on your part.  It also demonstrates your willingness to help them, regardless of your own personal gain. 

9. Never knock the competition

Especially those which currently supply your prospect (or have done so in the past) even if your prospect gives them a good slating.  Remember that at some point in the past your prospect made the decision to instruct them, so you don't want to criticise their choice.

10. Tick all the boxes

Before your prospect will buy from you, you must satisfy a few basic criteria.  Make sure you can check these items off your list before you ask for their business: they want what you offer, they need what you offer, they must be able to afford it, they must understand exactly the benefits of what it is that you provide and above all, you have their trust. 

10 1/2.  Under promise and over deliver

The higher the purchase price and/or risk of your service, the longer the pitch process is likely to take.  Use this opportunity to add value to your relationships by demonstrating you deliver on your word.  Then go one step further and deliver more than they were expecting.  If you promise to put in a good word for them with a possible new client you know of, then go one step further and actually orchestrate a meeting to take place.

If you have any questions about how to handle objections please contact the Size 10 1/2 Boots team.

t: 0115 924 7107
e: info@tenandahalf.co.uk

Famous feet

Victoria Beckham
Ex-Spice Girl/Fashion designer
Shoe size: 7