Salespeople Must Learn How to Handle Objections, Not Overcome Them: Differentiating Objections, Put-Offs, and Gaslighting

Sales professionals often hear that the key to success lies in “overcoming” objections and this is not true. This approach can lead to more resistance and a negative customer experience and sales lost you should have won. Instead, salespeople should focus on “ handling “objections with empathy and understanding. It’s crucial to distinguish between genuine objections, put-offs, and gaslighting, as each requires a different response. Here’s a guide on how to handle each effectively.

Understanding the Differences

1. Objections: These are genuine concerns or questions raised by potential customers. Objections are usually specific and related to the product, service, or company.

2. Put-Offs: These are delaying tactics used by prospects to avoid making a decision. Put-offs are often vague and non-committal.

3. Gaslighting: This involves manipulative tactics where the prospect makes the salesperson doubt their own understanding or reality. Gaslighting is deceptive and can be emotionally draining.

Handling Objections

When dealing with objections, the goal is to understand and address the customer’s concerns genuinely.

1. Listen Actively: Give the customer your full attention. Let them express their concerns without interruption. Ask probing questions to better understand and demonstrate you are listening.

2. Acknowledge and Empathize: Show that you understand their concern. Use phrases like, “I understand why you feel that way” or “That’s a valid point.”

3. Clarify: Ask questions to get to the root of the objection. For example, “Can you tell me more about why you think the price is too high?”

4. Provide Information: Offer relevant information that addresses the concern. Use data, testimonials, or case studies to support your response.

5. Check Understanding: Ensure the customer’s concern has been fully addressed. Ask, “Does this help alleviate your concern about the price?” Are there any other concerns you have before we proceed?

Handling Put-Offs

Put-offs require a balance of persistence and respect for the prospect’s time.

1. Identify the Put-Off: Recognize statements that are vague or avoidant, such as “I need to think about it” or “Let me get back to you.” “Send me more information and I will get back with you.”

2. Ask Probing Questions: Gently probe to uncover the real reason behind the put-off. For example, “What specifically do you need to think about?” or “Is there any information I can provide to help you with your decision?”

3. Offer Solutions: Provide options that make it easier for the prospect to commit. This could be a limited-time offer, a trial period, or a follow-up meeting. Here also remind the buyer the cost of doing nothing and the impact what we are selling will have on their bottomline.

4. Set a Follow-Up: Schedule a specific time to revisit the conversation. Say, “Can we set up a time next week to discuss this further?” “Are you available next Tuesday at 3 PM after you have reviewed the information, I sent you? “

Handling Gaslighting

Gaslighting can be tricky as it undermines the salesperson’s confidence. Decision makers skilled at gaslighting often cause untrained salespeople to doubt their skills, industry knowledge or even if they want to be in sales.

1. Stay Calm and Confident: Maintain your composure and self-assurance. Do not let the prospect’s manipulative tactics affect your professionalism.

2. Seek Clarity: Ask for specific examples or evidence when a prospect challenges your information. For instance, “Can you provide more details on where you heard that?”

3. Reiterate Facts: Stick to verifiable facts and information. Ensure your data and statements are accurate and well-documented. Do not fall into the trap of believing what the gas lighter says to be true.

4. Set Boundaries: If the conversation becomes too manipulative, it’s important to set boundaries. Politely but firmly state your position and, if necessary, consider ending the conversation.

Handling objections, put-offs, and gaslighting requires different approaches, but the common thread is empathy, understanding, and maintaining professionalism. By focusing on handling rather than overcoming objections, salespeople can build trust and rapport with their prospects, leading to more successful and satisfying sales interactions. Remember, the goal is to address concerns genuinely, help prospects make informed decisions, and maintain integrity throughout the sales process.

Do your salespeople know the difference between objections, put-offs and gaslighting?

Can your salespeople handle the five most common objections they hear?

Are your sales being delayed by put-offs your salespeople think is a buying signal?

Let’s schedule a call and discuss how we can help your salespeople.