5 Common Sales Objections and How to Overcome Them

YOUR STORE

Objections come from customers who are:

If you anticipate these objections, you can nudge them towards the sale.

Unsure Unintrested Not ready to buy

Key Principle: Read the Customer & Don’t Be Pushy

While the tips in this presentation should give you some ideas on how to respond to customer objections, it’s important that you first read each shopper and determine the right course of action.

For instance, if a shopper is just looking around, it’s probably best not to go for the hard sell.

Also note that there’s no one size fits all approach for every customer, so don’t apply these tips blindly and don’t be pushy or dishonest.

“It’s too expensive.”

If shoppers feel that the item is out of their budget, talk about how the productcan save them money in the long run. Will it lower their energy bill? Will it “pay for itself” in the long term? If it’s a matter of getting customers to see the value in a product, then you’ll need to come up with specific benefits that would justify the cost for the shopper.

Solution:

“Isn’t this cheaper online?”

Address the hidden costof internet purchases.

Mention that buying in-store means:

• They don’t have to pay or wait for shipping. • They know exactly what they’re getting • They can avoid the hassle of returning an item because it doesn’t meet their expectations.

Solution:

“Often the customer isn’t thinking about these ‘hidden costs. And the fact is, loyalty doesn’t come from the lowest price. It comes from salespeople who are authentic and trusted

and who demonstrate that they’re looking out for the retail.”

– Michael Patrick, MOHR Retail, Founder & President

“I need to consult with my [BLANK] first.”

Some shoppers want to check with someone else first.

• Parent• Spouse• Boss

Ask about the concerns of the third party and address them while the customer is still with you. If that doesn’t work, encourage the customer to bring the decision maker to the store with them.

Solution:

“I’ve had a bad experience with this product or brand in the past.”

• Sympathize and apologize for their experience. • Empathize with the customer. Don’t get defensive.

• Find out what the problem was. Maybe you can address it.

Reassure the customer that their issues have indeed been addressed, and throw in a guarantee to reduce the risk further.

Solution:

“I need to think about it.”

• Resist the urge to rush the sale. • Accept their response: “I understand” or “No problem”

• Discover underlying concerns and address them.

If that doesn’t work, give them the space they want, and drop a soft urgency trigger.i.e. “Just a reminder, our sale ends next week.”

Solution: