Six Tips to Effortlessly Overcome Objections

Master the Art of Persuasion: Six Tips to Effortlessly Overcome Objections

Handling objections can be a challenge, but with the right tools, you can manage them. Here are six tips to improve your moving company's lead-to-sales ratio.

Practice Active Listening

The first and most important rule for dealing with sales objections is to practice active listening.

When a client raises a sales objection, pay attention to what they’re saying. Ask clarifying questions to ensure you fully understand their concern.

For example, customers often state that using a professional mover is too expensive. This is a great opportunity to talk with them about what they receive for their money, and the value of having movers do the heavy lifting (literally and figuratively). Help them understand the benefits of working with you.

The only way you’ll know is if you ask, “I’m hearing you say that the price for a full-service move is expensive. Would you like me to walk through the estimate with you and describe what’s included?”

Or, “I’m hearing you say that the quote is higher than you expected. I made sure that it fell within your budget, but let’s see what we can do to pare back some costs for you.” Then, offer alternatives, like self-packing, delivery spreads, or other ways that demonstrate that you hear what they’re saying and want to help solve their problem.

Ask Open-Ended Questions

Asking open-ended questions is a crucial part of handling objections. It’s all about the needs of the customer, after all, and you can’t understand their needs without asking questions.

Open-ended questions are especially useful because they encourage the customer to think about what they really want and what’s most important to them.

They can also help you find out more about what they’re looking for. On the other hand, closed questions that can be answered with just a yes or no shut down the conversation.

Isolate the Problem

Once you’ve heard what your customer has said, and asked follow-up questions to get all the details, you can isolate the problem and ensure that you understand the objection.

One of the best ways to do this is by echoing their own words back to them. 

Here are some examples:

 “I understand that this moving estimate seems high. But I’m wondering if there are any other issues stopping you from booking your move with us today?”

“I’m sorry to hear you’ve had a bad experience with movers in the past. Are there any specific worries you have about the services that we’ve discussed?”

“This estimate is in line with the budget you gave me, and I was able to secure dates that meet your schedule. Despite that, you seem unsure. Can I ask why?”

Show Empathy 

When handling objections, sales representatives should demonstrate empathy for the customer.

By showing your client that you understand their concerns and know where they’re coming from, you validate their feelings and strengthen the bond between you.

You can validate your customer’s feelings without confirming their fears. 

For example, if a client says that your service is too expensive, don’t agree with them. Instead, say something like, “I know the cost for your move seems daunting—however, this estimate has everything you were looking for, including (give specific examples from the estimate). Would you say that price is a more important priority for you? If so, let’s look at some other options.”

Answer the Objection

At this point, you should have a thorough understanding of your buyer’s objections. This means it’s time for you to respond.

The best way to do this is to prepare a script that addresses common customer concerns. Provide insightful answers that address their worries but keep them short and sweet. On the other hand, don’t be afraid to offer more detailed information when you’re asked for it. If you’ve done your due diligence, and actively listened to their concerns, you’ll know how long or short your answer should be. In other words, one size doesn’t fit all in this case.

Close the Sale

Avoid the temptation to keep talking. You may end up saying something that will bring up new objections.

Instead, ask, “Did I answer all of your questions?” or, “Do you have any more questions for me?” Be sure to listen and demonstrate that you care about their response, providing further explanation if needed.

If the client says yes, their objections have been addressed, congratulations! All that’s left for you to do is ask for the sale.