Top 17 effective ways to deal with customer objections

Why does the client object?

As a person who has been successfully working with various clients for many years, I can say with confidence that there are several main reasons for objections. Let's look at them in detail so that you can effectively deal with this in your practice.

Client is not satisfied with the price

One of the most common reasons for objections is the high price of a product or service. I often came across situations where clients simply compared prices and looked for cheaper offers from our competitors. In these cases, I always recommend focusing on the unique benefits of your product and its long-term value to the customer.

• 📊Conduct a market analysis and show evidence that your price is justified by the quality of the product.
• 😀Use success stories and reviews from satisfied customers to back up your words.

Client likes to argue

Another reason for objections is simply curiosity or a desire to argue. There are people who want the last word to always remain with them. I believe that with such clients you need to be especially attentive and patient.

🎯Use active listening.
🔍Ask clarifying questions and carefully analyze the client’s answers.

It is difficult for him to make a decision right away

There are clients who simply need more time to make a decision. In such cases, I recommend not putting pressure on the client, but providing him with all the necessary information to make an informed decision.

📚Provide details about your product or service.
⌚Offer the client a temporary discount or promotion to encourage him to make a decision.

Client is in a bad mood

Another reason for objections may be related to the client's bad mood. You don't know what happened to the person before and what circumstances may influence his perception. In such situations, I always try to be as understanding and polite as possible.

🌼Show empathy and patience.
📞Discuss possible solutions to the problem based on the client's condition.

I have often encountered the fact that as soon as you show sincere concern for the client’s problems, his mood immediately changes.

Case Study

I recently had a client who objected to every point in - due to the high cost of the service. I walked him through a detailed cost analysis and showed him how our product would help reduce his costs in the long run. As a result, he not only agreed to cooperate, but also became our regular client.

Useful tips

I am confident that these simple but important steps will help you successfully cope with customer objections and significantly increase their level of satisfaction and loyalty.

Listening to the client: the key to identifying true needs

In my practice, I have repeatedly seen the key importance of listening to clients. This is the main stage in working with objections, which helps to understand the true needs of the client and offer him suitable solutions.

When a client comes to me with an objection, whether the price is too high or he has doubts as a commodity, I begin by listening to him carefully. 🗣️ Personal attention to the client's words demonstrates my interest in his needs and helps show that I am not just a seller, but also a partner ready to help.

Why is it important to listen to customers?

My many years of practice have shown that the ability of to listen and to analyze what the client says is half the battle on the way to a successful sale. For example, when a customer complains about a high cost, it is important not to interrupt him, but to let him express his concerns. This is the only way I can understand what exactly seems excessive to him and why.

Recently, a client approached me who expressed dissatisfaction with the high prices for our services. I listened to him to the end, without interrupting or rushing to offer a solution. It turned out that the problem was not the price, but rather insufficient information about the value of the service.

A few steps to effectively listening to your client:

1. 🗨 Let the client speak: Don't interrupt or rush to offer solutions. Let the client tell you everything that worries him.
2. 🤔 Analyze what said: Look deeper - what emotions does the client experience? What specific problems does he voice?
3. ✋ Show attention and respect: Maintain eye contact, nod your head, show that you are truly interested.

When a client sees that he is being listened to carefully and his opinion is respected, he begins to trust. Trust is the foundation of any successful transaction.

How to deal with objections after listening to the client?

👉 Comprehend the information received. Often the initial objection hides the real problem. For example, a customer may complain about the cost, but the truth is that he is not sure about the quality or necessity of the product.

👉 Suggest a solution to the client's problem. Find a way to solve the problem raised. When I realized that our client lacked information about the value of the service, I offered him a detailed consultation and explained how our service would solve his problems. After this approach, the client decided to place an order.

Case Study:

📌 Real Story: One client stopped me on my way and said that the cost of our product was too high for him. Instead of immediately offering a discount, I started by listening. As a result, it turned out that the client was not confident in the durability of our product and was afraid that he would have to buy a new analogue too often. I explained that our products were much more durable than comparable products and provided testimonials from satisfied customers. As a result, the client agreed to purchase without any discounts.

Table of useful actions and errors

Summary: The ability to listen to clients, understand their true needs and offer adequate solutions is the cornerstone of working with objections. By using these techniques, you will not only increase sales, but also increase customer loyalty.

Choosing tactics in response to customer objections

📌 Yours is very expensive

When I met customers who thought that our product was too expensive, I always wondered how much they were expecting. 🤔 For example, one day I was contacted by a client who was expecting something less expensive. I offered him an alternative at a price that was not inferior in quality. And if the amount still seemed significant, I offered to divide it into monthly payments. In such cases, it strategically broke the price into more affordable parts.

I also made comparisons with competitors, pointing out our competitive advantage. And she didn’t forget to mention nice bonuses for the VIP segment, such as free training materials or club membership.

📌 Competitors are cheaper

When faced with an objection about comparing prices with competitors, I always said honestly: “Yes, They are cheaper, but they have a number of pitfalls." For example, there was a situation when a client considered buying from our competitor more profitable. I pointed out the hidden shipping fees and lack of discounts that ultimately increased the overall cost of their offer.

I added personal experience: “Why do you think that we have the same products? They have China, we have a European manufacturer.” The quality comparison was an eye-opener for many customers.

📌 I need to think

When the client said that he needed to think, I answered with understanding: “It’s great that you want to weigh the pros and cons.” But I always added that the offer is valid for a limited time. There was a case when a client had doubts, and after a couple of days the promotion ended. He came back to us precisely because of this.

I offered my help: “Yes, of course. What features of the product would you like to know more about?" This helped redirect his thoughts to the key benefits of the product.

📌 I like everything, but the price is too high for me

Sometimes customers loved our product, but the price seemed too high. In such circumstances, I said: “Thank you for being straightforward.” I suggested that they consider buying on credit or taking advantage of discounts for regular customers. .

Once a client calculated for a certain amount. that met his needs and budget

📌 I didn't like your products

When customers said that our product was not for them. I liked it, I thanked them for their honesty and offered to figure out what exactly didn’t suit them. “I understand you, it’s difficult to choose. Tell me, what products do you like?"

There was a time when a customer didn't like the color variations of our products. We offered him a free sample of another product. This changed his mind, and he became our regular customer

📌 I don’t have time now, we’ll talk later

When clients said that they don’t have time, I asked: “Can’t you find even one minute?” As a rule, they agreed to spend a minute. But if there really was no time, I always offered a convenient time for a call back or message. } There was a case when a client agreed to a call back in the evening, when it was convenient for him. As a result, he became our loyal customer because his time was respected

📌 Thank you, I'm bye. just looking

When clients said that they were just looking, I was always happy about it and offered my help: “Would you like me to tell you about our discounts or new arrivals? It will only take a minute."

One day, a customer who was just looking became interested in a promotion on one of the product categories and ended up making a purchase.

📌 I don’t need it for now. Maybe later...

When the client said that he didn’t need it for now, I always asked: “What will happen then?” , tell me a secret?" This often led to a constructive conversation and clarification of the client's needs.

Once a client said that he would need the product only in a month. We suggested that he reserve the product so that it would be available when needed. This strengthened our relationship with him.

Advantages of my methods:

• 📌 Managed to save a lot of potential customers who initially wanted to leave
• 💡 Helped customers better understand what they can get from our products
• 🕒 Respecting customers' time and needs increased customer loyalty.

This approach helped me effectively overcome objections and increase sales. These methods have proven their effectiveness in practice and have become an integral part of my work.

Psychological removing objections

I always strive to not just sell a product, but to ensure that customers are satisfied and come back again. One of the key aspects of this process is the ability to effectively deal with customer objections. Throughout my career, I have often encountered situations where it was necessary to use various methods to overcome doubts and objections.

1. “Gratitude” method

When a client contacts you, it is important to show gratitude for their interest and time. Every interaction is an opportunity to strengthen relationships.

• 💡 Example:
  • Client: “I haven’t decided yet and I’m wondering whether to take it.”
  • Me: “It’s so nice to meet someone who wants to deeply understand the issue. Thank you for that!”

• Best practices:

  • Thank you sincerely for your attention.
  • Show appreciation for attention to detail.

2. “I understand you” method

Empathy is a powerful tool. Saying the words “I understand” sincerely can create a personal and friendly atmosphere.

• 💡 Example:

  • Client: "I don't have any money right now."
  • Me: “I understand you, I found myself in such a situation. Let’s think together about what can be done. We have the possibility of a loan, installment plan, discounts.”

• Best practices:

  • Be sincere.
  • Show that you have had a similar experience.

3. “Ask a question” method

Active listening with questioning helps to identify the true reason for the client's objections.

• 💡 Example:

  • Client: "Your price is expensive."
  • Me: “Compared to who? What price do you consider acceptable for this quality?"

• Best practices:

  • Ask clarifying questions .
  • Make sure the client is participating in the conversation.

4. “Offer a Benefit” Method

Show the client how he will benefit from your offer

• 💡 Example:

  • Client: “You don’t have much choice.”
  • Me: “Yes, but we have all handmade goods. You will receive a unique dress that no one else will have. We'll also bring it straight to your home so you can try it on in the comfort of your home."

• Best practices:

  • Focus on the benefits
  • The benefits story should be specific and compelling

5. Method “Yes, but...”

Method that allows you to admit that the client is right, but at the same time gently insist on your own

• 💡 Example:
  • Client: “Oh, yours is so expensive.”
  • Me: "Yes, it's expensive, but we offer excellent quality and environmentally friendly materials."
• Best practices:
  • Acknowledge that the client is right
  • Offer your arguments after agreeing.

  6. Method “That’s why...”

  This technique turns the client’s words to himself benefit without entering into an argument.

  • 💡 Example:

    • Client: "Your prices are very expensive."
    • Me: "That's why I want to send you a sample of the product so you can see that the price matches the quality."

  • Best practices:

    • Don't argue with the client.
    • Use contradiction for good.

  7. Method “Clarification”

  Repeat the client's words, clarifying and rephrasing them, so that he feels that he is being listened to.

  

  • 💡 Example:

    • Client: "Your price is expensive."
    • Me: “Am I understanding correctly, if we make a discount, will you buy the product?”

  • Best practices:

    • Repeat and clarify the client's words.
    • Focus on his requests.

  8. “Herd instinct” method

  Let the customer know that your product is popular and in demand.

  • 💡 Example:

    • I told the client: “We ordered a large batch of toys - 10,000 pieces, and have already sold out 8,000. The reviews are also good - the toys are durable, do not break or get dirty. "

  • Best practices:

    • Indicate the popularity of the product.
    • Provide specific numbers and reviews.

  9. Method “Pain points”

  Purchases are often based on emotions: fear, greed, vanity.

  

  • 💡 Example:

    • Client: "I don't have any money right now."
    • Me: “Oh, what a pity! There are only three of these dresses left, they are sold out very quickly.”

  • Best practices:

    • Use the client's emotions.
    • Combine different emotional triggers.

  It's always good to remember that handling objections is not a fight with the client, but a search for a joint solution that will satisfy both parties. This strategy has been tested in practice and has proven its effectiveness many times over.

  Useful tips	What not to do
  Thank the client	Ignore his objections
  Show sympathy	Argue and impose opinions
  Ask questions	Shift blame to the client
  Offer benefits	Focus on yourself

7 main mistakes when dealing with customer objections and how to avoid them

In this chapter I want to share with you some important points when dealing with customer objections. On the path to successful sales and customer satisfaction, you may encounter various difficulties. Communication mistakes are often the main barrier, so I want to help you avoid them based on my experience.

1. Arguing with the client

🛑 Arguing with the client, arguing and pointing out that he is wrong is a taboo! I can confidently say that such actions never lead to positive results. Once in my practice I encountered a similar situation, and it only led to the loss of a client. Instead, you should respect his opinion and try to understand his point of view.

2. Imposing your opinion

⛔️ Obsessiveness can push away even the most patient client. It is important to find a balance between expressing your opinion and respecting the client's point of view. Once, in one of the negotiation situations, I realized that the client was starting to close when I tried to “push” my position. Then I switched to listening and asking questions, which brought much better results.

3. Turn dialogue into monologue

🙅♀️ One of my very first lessons in sales was to remember that we communicate with a person, and do not give lectures. Clients appreciate attention and want to be heard. In my practice, I always try to ask questions and actively listen, this shows that the opinion of the interlocutor is really important to me.

4. Show incompetence

😅 “I don’t know, I need to clarify” - such phrases undermine your credibility as a to a specialist. I try to always be prepared for client questions and research the product I am selling in advance. When I really don’t know the answer completely, I say, “I’ll clarify and get back to you with complete information,” and I make sure to keep my promise.

5. Not thinking about the client at all

🤷♀️ Considering the client as a means of achieving a sales plan is a road to nowhere . I am absolutely confident that successful long-term relationships are built on understanding and meeting the client's needs. For example, I always take into account the personal preferences of clients, helping them find optimal solutions.

6. Be afraid to answer objections

😬 Young and inexperienced managers are often afraid of appearing intrusive or wrong. I know from myself how difficult it is to take the first step towards objections, but with experience comes confidence. I always recommend to my colleagues to be bolder and honestly discuss all issues that arise with clients.

7. Thinking that an objection is a refusal

❗ An objection is not a refusal! This is a sign that the client is interested but has doubts or misunderstandings. In my practice, I always see objections as an opportunity to deepen the understanding of the client's needs and offer a more accurate solution.

"Handling objections correctly is the key to success!" - Robert Kiyosaki.

Best Practices Chart

I I hope these recommendations will help you in your work. If you think about your experience with clients and start using the methods described above, I am confident that it will significantly improve your results and client satisfaction.

Experience Shiseido company

The Shiseido company is one of the leaders in the global beauty and cosmetics industry with more than 140 years of history. Shiseido specializes in the production and sale of high-quality skin care, makeup and fragrance products. The main goals of the company are to satisfy customer needs and improve product quality, which requires a competent approach to handling objections.

Main goals and objectives:

• 🟢 Increased customer satisfaction
• 🟢 Increased sales conversion
• 🟢 Improving brand perception in the market

Statement of the main problem: One of Shiseido's main challenges was to overcome common customer objections about high product prices and the ability to find similar products at lower prices from competitors. Correctly dealing with these objections directly affects sales volume and customer loyalty.

Characteristics and interests of the target audience: Shiseido's target audience is women and men aged 20 to 55 years old who are interested in high quality cosmetic products. They are willing to invest in skin care and beauty, but they also expect high performance and value for money.

👩🦰 Company target audience:

• People with high and middle income
• Consumers with interest in innovations in the field of cosmetics
• Those who value a prestigious brand

Main aspects that interested potential clients:

• 🌸 Innovative technologies in the production of cosmetics
• 🌸 Use of natural ingredients
• 🌸 Unique brand philosophy and commitment to beauty and health

Facts, figures and concrete results:
🔹 Fact: Shiseido launched a campaign to train employees on how to handle objections, which increased their competence in communicating with customers.

🔹 Fact: The average purchase bill increased by 15% after applying the technique to overcome high cost objections.

🔹 Result: Number of repeat purchases increased by 20% , which indicates increased customer satisfaction after improved approaches to handling objections.

Project results overview table:

"Quality interaction with customers at all stages of purchase helps to remove not only the entire range of objections, but also increases brand trust" - Yuki Toshimura, Shiseido Sales Manager.

These results highlight the importance and effectiveness of proper operation with customer objections in achieving high business performance and customer satisfaction for Shiseido.

Frequently asked questions on the topic: Top 17 effective ways to deal with customer objections

Thank you for your attention and new knowledge! 🌟

You have already become an expert in poverty! Don't you feel like your professional arsenal has been expanded with powerful tools? 😊 I tried many techniques myself while working on my own project, where successful work with objections led to a 30% increase in sales. Remember, every idea is the key to the effectiveness of your business. Leave comments, your opinion is very important to me!

Author: Galina Ostranyna, independent expert at Elbuz

"The secrets of online store automation are revealed here, like the pages of a magic book successful business. Welcome to my world, where every idea is the key to online effectiveness!"