Most objections on the phone are indifferent objections where the customer says that they do not have a need for the product or service you are offering.
“We are happy with our current company and we are not looking to change.”
This is the type of objection that cuts off the sales person leaving them with very few options. Your prospect probably has a good relationship with their current supplier so you are not only battling with the benefits but also with the relationship. The ready made answers to this depend on your product or service. Find out who you are competing with first
“That’s interesting Mr.Smith, may I ask who is supplying you at the moment?”
“They are a good supplier. Just yesterday I was speaking to a customer who splits the business between them and us so that if there is a problem he always has another supplier to fall back on.”
“I am sure they are a great supplier, and it is important to make sure that they are kept competitive. A quote from us will be a great way to make sure they are still providing a good service at a great price.”
Or, if you know that their supplier has a problem with something specific, for example with their delivery;
“They are a good supplier. How are their deliveries going at the moment?”
As with all indifferent objections, if that doesn’t seem to work then try grabbing them with your best feature.
“I understand Mr Smith, I just wanted to tell you how you could get a security system for your home absolutely free!”
[bctt tweet=”When you hear the name of your competitor always say “They’re a good Supplier.”” username=”richardmulvey”]
If you have qualified your customer first, other indifferent objections on the phone may be:
- I don’t have time to talk to you at the moment.
- We already have our own programme.
- We don’t need for your product.
- Just send me the details.
- My brother-in-law does that for us.
- I have never heard of your company.
In each case you want to ask Open Questions to uncover the needs that you know are there somewhere.
“Just send me the details.”
“I will be happy to e-mail you the details. It is quite a long document, are there any areas you are specifically interested in?”
In this way, you can get him talking about his specific needs. Of course, you will probably still have to send him the details. When you do, always get back to him. There are three things you want to know here. Did he get it? Does he want it? If not, why not? Of course, you may have to be more subtle than that but you know what I mean.
“I don’t want one.”
“I am sure you have a reason for saying that Mr. Smith, do you mind if I ask what it is?”
“How much is it?”
“We have a full range and the prices are very dependent on your needs. May I ask what you are using at the moment?”
Watch out for this one, they may not just want the cheapest.
“I am too busy at the moment.”
“I understand that you are too busy now. When would be the best time to call, on Friday, or would Monday be better?”