How can you identify genuine objections and when should you persist or withdraw?

1 What is a genuine objection?

A genuine objection is a valid concern or question that a prospect has about your product, service, or offer. It indicates that the prospect is interested in learning more, but needs some clarification or reassurance before moving forward. A genuine objection can be an opportunity to build trust, rapport, and value with your prospect, and to overcome any barriers to the next step in the sales process.

2 How to identify genuine objections

To identify genuine objections, you need to listen actively, ask probing questions, and empathize with your prospect. Listen for the tone, emotion, and context of the objection, and try to understand the underlying reason behind it. Ask open-ended questions that invite the prospect to elaborate on their objection, and show that you care about their perspective and situation. Empathize with their pain points, challenges, and goals, and acknowledge their objection as valid and reasonable.

3 How to respond to genuine objections

To respond to genuine objections, you need to use the LAER model: Listen, Acknowledge, Explore, and Respond. Listen to the objection and repeat it back to the prospect to confirm that you understood it correctly. Acknowledge the objection and validate the prospect's feelings and thoughts. Explore the objection further by asking more questions, digging deeper into the root cause, and uncovering the impact and implications of the objection. Respond to the objection by providing relevant information, evidence, or stories that address the objection and demonstrate the value and benefits of your solution.

4 What is not a genuine objection?

Not every objection is genuine. Some objections are actually excuses, brush-offs, or stalls that prospects use to avoid or delay making a decision. These objections are usually vague, general, or irrelevant, and indicate that the prospect is not interested, qualified, or ready to buy. They may also reflect a lack of trust, rapport, or value in the sales conversation.

6 How to respond to non-genuine objections

To respond to non-genuine objections, you need to use the FAB technique: Feel, Felt, Found. Feel the objection and empathize with the prospect's situation and emotions. Felt the objection and relate to the prospect's objection by sharing a similar experience or story from yourself or another customer. Found the objection and resolve the objection by showing how you or another customer overcame the objection and achieved the desired outcome with your solution.