Robert Statsky

Overcoming an objection is like peeling an onion. The core of the onion is what you want to address* – Chris Orlob

Common Misconceptions People in CS feel about Handling Objections

• I’m not in sales, this isn’t relevant.
• I’m just trying to support my customers, this is wrong.
• I don’t want to lie to people
• I’m manipulating people
• I’m not being direct and I’m just rambling
• By handling the objection I’m pissing the customer off
• This isn’t problem solving
• I’m being evasive and not-direct

Common Objections You’ll Hear From Customers

• “I don’t have time, I’m busy now”
• “That’s too expensive” or “Budget is tight”
• “We’re leaving COMPANY NAME for competitor X because of feature X”
• “We have a strict policy that…”
• Customer won’t pick up phone
• Customer won’t respond to email
• “I don’t want to commit to a 12 month contract”
• “I want flexibility on pricing and adding/removing users”
• “Your data sucks”
• “Person X is unavailable right now, they will reach out if they need something”
• “What type of business are you that you would do X”
• “It never worked so I want X refund”
• “I was told during the sales process that X….I want refund X because of X…”
• “My previous CSM told me”
• “I only signed up because of X…now I need to leave”
• “We were told that…”
• “That is too pricey, if you raise the price I am leaving”

So what do I do?

• Slow it down, don’t ramble.
• Answer questions with a question.
• Ask why without saying why
  • “Help me understand what the reason is…”
  • “Help me understand how that supports your business…”
  • “Is that a large business objective?”
  • “How does that best support your xyz…”
• Pause and let the customer speak/Let the customer be heard
• Giving the customer exactly what they want, isn’t always possible and won’t always be beneficial to you or your target/quota attainment/the goal of the conversation
• Bring data to the table
• Consider your levers, how do you use that to prove your position/sway the conversation

Role Playing Scenarios for Team Practice:

• Pick and objection from the list. One person plays the customer, the other person plays the CSM.
  • Discuss and come to a conclusion on what works and what doesn’t
• Pick and objection from the list. Two people play the customer, and one person plays the CSM/Onboarding Specialist.
  • The Customer is the main POC and their boss, the decision maker.
  • They are not happy about price or functionality.
  • How do you overcome those objections?
• Customer won’t pick up the phone or respond to voicemails.
  • What do you do?

Additional Resources to learn more:

Objection Handling Techniques From Gong.io

How to Handle Customer Objections Efficiently

7 Best Objection Handling Techniques (Chris Orlob)

Handling Common Sales Objections (from Hubspot)

As always here is what Chat GPT has to say:

Handling objections is crucial for successful customer acquisition and retention. Here are some important ways to effectively address objections:

1. Active Listening:
   • Listen attentively to the customer’s objections. Understand their concerns and ensure they feel heard. This demonstrates empathy and sets the foundation for a constructive conversation.
2. Ask Clarifying Questions:
   • Seek clarification on the objection to gain a deeper understanding. Asking open-ended questions helps uncover the root cause of the objection and provides insights into the customer’s specific challenges or reservations.
3. Empathize and Validate:
   • Acknowledge the customer’s concerns and express empathy. Validating their perspective helps build rapport and shows that you understand their point of view, even if you may not fully agree.
4. Educate and Provide Information:
   • Address objections with relevant information that highlights the value and benefits of your product or service. Educate the customer on how your solution can effectively meet their needs and solve their problems.
5. Highlight Success Stories:
   • Share success stories or case studies that showcase how your solution has successfully addressed similar objections or challenges for other customers. Real-world examples can instill confidence in the effectiveness of your product.
6. Tailor Solutions:
   • Customize your response by tailoring your solution to directly address the customer’s objections. Demonstrate how your product can be adapted or configured to meet their specific requirements.
7. Collaborate on Solutions:
   • Turn objections into collaborative problem-solving opportunities. Involve the customer in finding solutions by brainstorming together. This not only addresses their concerns but also engages them in the decision-making process.
8. Highlight Unique Selling Propositions (USPs):
   • Emphasize the unique features and advantages of your product that set it apart from competitors. Clearly articulate how these differentiators directly address the customer’s needs and objections.
9. Offer Proof Points:
   • Provide data, metrics, or evidence that supports the effectiveness of your product. This could include performance statistics, user testimonials, or any relevant proof points that reinforce the value proposition.
10. Trial Periods or Pilot Programs:
    • Offer the option of a trial period or a pilot program. This allows the customer to experience the benefits of your solution firsthand, mitigating concerns and building confidence before committing to a larger engagement.
11. Build Trust and Credibility:
    • Establish trust by being transparent, honest, and reliable. Consistently delivering on promises and building a credible reputation can help overcome objections related to trust or skepticism.
12. Follow Up:
    • After addressing objections, follow up with the customer to ensure their concerns have been adequately resolved. This demonstrates your commitment to their success and reinforces the partnership.

By combining these strategies, you can navigate objections effectively, build stronger customer relationships, and contribute to the overall success of the business.