One of the most challenging aspects of sales is dealing with objections and rebuttals. You want to overcome the resistance and persuade the prospect to buy, but you also don't want to sound too pushy or desperate. So, when do you stop rebutting and start closing? In this article, we'll share some tips and techniques to help you make that decision and increase your chances of closing the deal.
Before we dive into the topic of when to stop rebutting and start closing, let's clarify the difference between objections and rebuttals. Objections are the reasons or concerns that the prospect has for not buying your product or service. They can be related to price, value, timing, competition, or anything else that prevents them from making a decision. Rebuttals are your responses to the objections, where you try to address them, overcome them, or minimize them. Rebuttals can be based on facts, benefits, testimonials, stories, or questions.
Experienced salespeople seldom encounter rebuttals from prospects. To preemptively address common objections and educate the prospect, it is advisable to send a concise pitch deck, informative sales article, and a press release for them to review before the presentation. A well-informed prospect typically has a clear understanding of the desired products and services to purchase, comes prepared with relevant questions, and seldom engages in rebuttals unless they had no intention of purchasing. By prioritizing genuine buying inquiries and employing the tactic of a takeaway, sales professionals can effectively minimize rebuttals.
Most people tend to approach objections in 1 of 3 ways – none of which have a very positive effect. When prospects or customers raise a sales objection most people either: Argue; Agree: or Apologise For example the customer says; “You’re too expensive!” The salesperson argues with; “No, we’re not!” - or agrees with "Yes we are but there's a reason" or apologises with "Yes, I'm sorry, there's nothing I can do about that!" When people raise an objection, there is something behind the objection that YOU don’t yet know - that you're guessing about when you respond. Instead of feeling the need to Argue; Agree: or Apologise - you should ASK - seek to understand what is behind it - because you can respond to the reason, not the reaction
In my opinion, if you ask the right questions, identifying pain points and possible objections at the beginning. You can then address them during the sale prior to them coming up. If they still come up then you can go back to their original answer of the question. Most consumers will have the same objections… price, quality, time, which substantially make them easier to discover. Identifying in the beginning is equally important for the seller, as not every customer is your customer.
Dealing with objections and rebuttals in sales is indeed a crucial skill. Each sales interaction is unique, and there's no one-size-fits-all approach. Effective objection handling and closing require a mix of skills, intuition, and adaptability. Being an active listener will always be the most important factor of all, understanding concerns fully and filtering objections. Asking open-ended questions has personally helped me a lot in dealing with objections. You also need to be ready for buying signals from the customer in order to transition to closing or trial-closing. Be adaptive, each customer is unique and some require a more personal or informative approach. Respect boundaries set by the customer, pushing to hard won't help closing.
From my POV, The sales person should handle the objection by asking himself to figure out why the customer did rise an objection?! must put him self in his shoes. In somecases, The reason may be the product itself (value to money), and this can be handled by value proposition of the product- magnify the benefit over the cost. In other cases, may be it is the customer-company experience (services),in this case, The sold commitments and actions will be enough to close the deal. Also, We must pay attention to the customer behaviour and personality categorization for each singlle customer as it plays a big role in closing the deal......! Once the sales person fulfill the inquiry, he should close the deal without overselling.
The purpose of rebutting is not to argue with the prospect or to prove them wrong. It is to show them that you understand their situation, that you have a solution that can help them, and that you can provide them with enough value to justify their investment. Rebutting is also a way of building rapport, trust, and credibility with the prospect, as well as uncovering their needs, wants, and motivations. Rebutting is not a one-way conversation, but a dialogue where you listen, empathize, and ask questions.
Pace/Lead. NLP and Jordan Peterson. What has worked for me, could literally save your career. Anyone new to sales. Fear of rejection will end your career if you choose to see if for rejection. It isn't something to avoid. You want them to say "No". When a client gives you feedback in the way of an objection, Let's say Price is too high. Speak the same speed as them. Breathe the same pattern as them. Then, No matter what the objection is, Repeat it back them. "The price is too high? Compliment them "That's a wise statement.I understand your concern It looks like you are doing this the right way.. This gives me an opportunity to put your mind at ease...(Insert price vs. cost close.)
When you handle objections, the most important thing is to acknowledge the client's point of view. You do not have to agree with their pov, but acknowledging their point you are telling them that you understand them and you are willing to help them find a solution. And not there with a self serving interest of simply closing the deal for yourself.
I personally don't like the negative sound of rebuttal, let's be positive here - it is your chance to form a solid positioning based on the prospects' concerns. Knowing your market, product fit and strengths will help form a personalized positioning strategy to that same prospect. This will levitate your consultative stance and help your product/service stand out. If you have gone as far as get an objection from a prospect - it means that you've already made an impact, now - keep the momentum going.
It's just information about the product proposition with Why and How will it benefit clients? I need to give the reply of client questions with Consciousness and attentiveness with the feel factor so the client will see you the future benefit with the present conversation.
Rebutting is an essential tool for me to express my perspective and defend my stance in a discussion or argument. It allows me to address any doubts or disagreements raised by others and provide evidence, reasoning, or counterarguments to support my viewpoint. Rebutting not only helps me clarify any misunderstandings but also shows my commitment to engaging in a productive and thorough conversation. By offering thoughtful rebuttals, I aim to foster understanding, challenge opposing ideas, and ultimately work towards finding common ground or reaching a consensus.
Knowing when a prospect is ready to close can be difficult, but there are some signs you can look for. These include when they ask about the price, terms, delivery, or guarantee. Other indicators are if they express positive emotions, such as excitement, satisfaction, or relief. Additionally, they may nod, smile, or lean forward while you talk. If they agree with your statements or repeat your benefits, or stop raising new objections or asking irrelevant questions, these can all be signs that the prospect is ready to close. Finally, buying signals such as asking for your opinion, requesting a demo, or referring to themselves as a customer are all good indicators that the prospect is ready to close.
You'll know the potential client is ready for the close when he/she is asking for the next steps. The best way of going about this is: ( You provide a solution for their problem in exchange for their money). Once they are ready to close, don't go back to selling, because you could talk yourself out of a sale. That's like running a race and when you are about to finish it, you decide to take a U-turn.
Identifying signs of readiness to close can be challenging, but there are key indicators to look for. Active listening, engagement, and summarizing key points show processing and readiness for resolution. Decreased new ideas and consensus on major points signal closure. Satisfaction and closure-oriented statements also indicate the conversation's natural end.
The potential client may not always give you a signal. two things to do - One, before you start responding to teh client objection you must ask them "If I give you a satisfactory response, will your decision be with me?" After you are done with your response to the objection, follow up immediately by asking "How does this solution/ response sound or look to you?" If they say "Yeah it sounds/ looks good". thats your signal to ask for the order. If they still are like "Eh..' Know that you still have a few more hesitations to clear.
Rebutting is an essential skill in sales, but over-rebutting can have repercussions. You could irritate or tire the prospect by being too pushy or talking too much, and you may risk creating more objections or doubts by introducing unnecessary information. Additionally, if you appear desperate or insincere, you could damage the rapport and trust with the prospect. Lastly, if you ignore or delay the prospect's signals, you could miss the chance to close the sale.
Over-rebutting poses the risk of appearing desperate or insincere, which can ultimately damage the rapport between individuals. When engaged in a conversation or debate, it is important to strike a balance between presenting counterarguments and maintaining a respectful and genuine demeanor. Continuously pushing back without acknowledging or considering the other person's viewpoint can come across as defensive and adversarial. It is crucial to approach discussions with an open mind and a willingness to understand the other person's perspective, even if there are differing opinions.
You will never run the risk of over-rebutting if you are emotionally intelligent. Thats why salespeople need to work and develop EI. It's a critical aspect that helps a sales person win. Because end of the day you are dealing with a Human. And empathy can only come when you start to realise that you have an emotional being on the other side.
If you want to stop rebutting and start closing, consider using trial closes, assumptive closes, and alternative closes. A trial close is a question that tests the prospect's level of interest or agreement. An assumptive close implies that the prospect has already decided to buy. An alternative close gives the prospect two choices, both of which lead to a sale. These strategies can create a sense of urgency and commitment, as well as simplify the decision and reduce the chances of rejection.
I disagree. This is all very old and stale sales advice from the 1920s. Modern buyers know these tricks and how to deal with them. Instead, treat your buyers as adults, and ask them straightforward open-ended questions like, "What would you like to do next?" Or, "What else do you need to see to make a good design here?" You don't need time pressure or discounts if you are talking with a qualified and motivated buyer.
Of course, you can use techniques like asking a cliche question like "In a perfect world where budget is no question, where do you see yourself with our solution in 6 months..". Or those type of slick "trial close" questions. I support being direct: "I know you mentioned you are looking into those 2 other vendors, how would you say we compare so far?"
To close effectively, it's important to create a sense of urgency, simplify the decision-making process, and reduce the chances of rejection. Emphasize the benefits, highlight the consequences of inaction, and present a clear solution tailored to their needs. By actively involving them and seeking their input, you can increase commitment and improve the chances of success. These strategies aim to be persuasive and collaborative, encouraging action while minimizing resistance.
In my experience, when the customer starts saying yes verbally or non verbally, you stop any rebuttal and begin closing with boundaries acceptable for both parties. It really is as simple as that. In the past, I stuck out my hand and said if I can do that, will you buy today? The customer purchased the top proposal and long term customer.
Uncovering the true objection. The key to uncovering a true objection in sales is to create an environment where the prospect feels comfortable expressing their concerns. By actively listening, empathizing, and asking the right questions, you can gain valuable insights that will help you address their objections effectively and increase your chances of closing the sale.
If you have knowledge of your products and equal knowledge of competition's products then you will not be nervous, you can easily pitch your products by understanding the need of the client.
Sales is about understanding your customer, and treating them as they need to be treated, as different buyer require different approaches. The art of successful sales is directly linked to someone’s EQ. That’s why the best sales people are chameleons.
It extremely important to understand what the customer uses their vehicle for and if it’s a daily driver , a back up vehicle etc. before you present. The biggest reason we do not close a sale is…. We simply do not ask for it! I present every time by starting with all the positives of the customers vehicle and make sure I have a sense of urgency and safety in the items I present. I let them know what is needed, cost and how quickly we can get it done. I let them tell me no first and then I dig into the objections such as being able to pay etc. and have solutions ready for every objection. Most times the customer wants to get repairs done, they need help with how to get it done.
Be aware. Of your industry, your competitors, your products, your competitor's products, and your client, their competitors, their suppliers, distributors, their industry, the regulations etc. The more you know the better you would be in explaining your offer to your client. Never underestimate the importance of knowledge and constantly upgrading yourself on knowledge. Customers appreciate & respect knowledgable salespeople.