Effective Objection handling skill is critical to becoming a trusted advisor in our respective sales/customer success roles. Objection handling means responding to the customer in a way that changes their mind or alleviate their concerns. Objections typically fall into these categories.
The Objection Handling Process can be broken down into the following steps:
Then go for the close using any of these closing techniques.
The techniques listed below are commonly used in the field to handle objections effectively. Sometimes, we might have to use more than 1 technique to handle an objection. Please remember to use empathy, establish yourself as trusted advisor & use sentences like "let me get back to you on it" when you are not sure on how to handle the objection instantly.
LACE: LACE is a 4 step objection handling technique which is broken down into 1)Listening to the objection 2)Accepting the objection 3) Seeking & making a commitment 4) Addressing the objection through explicit action.
LAARC: This is similar to LACE objection handling technique with the exception of assess stage where you can ask further probing questions to make sure you understood the objection.
LAIR: This technique is 4 step process as well where you listen, acknowledge, identify the objection. Then trying to reverse the objection by stating the truth.
Feel, felt, found: This technique is based on empathizing with the customer's objection.
Fear, Uncertainty and Doubt (FUD): FUD stands for fear, uncertainty and doubt, and is a method used in sales and marketing to dissuade customers from buying competing products and solutions by providing information that triggers fear and uncertainty, or sows seeds of doubt, about current customer thinking/products. Some of our competitors like to use this technique but we highly recommend leading with facts & not using this technique.
Pushback: This is a technique where you use subtle pushback to object to their objection. Please remember to acknowledge their objection & use empathy while using this technique.
Reframing: This technique suggests reframing the objection so you can turn it to your advantage.
Renaming: This technique suggests renaming the words in your objection so you can turn it to your advantage.
Reprioritize: The technique focuses on being able to handle higher priority objections by reframing their objections & asking other probing questions.
Boomerang: By law of association, if you are stating what they stated to you previously then you have convinced the customer.
Objection Chunking: Taking a higher or lower viewpoint on the stated objection.
Conditional Close: Make closure a condition for resolving their objection.
Curiosity: Ask more questions to clarify the objection.
Deflection: Acknowledge then avoid addressing it directly or mention that you will address it at a later stage. This technique is typically used when you are short on time & the objection has the ability to raise additional questions which can prove detrimental in achieving your objective.
Fallback: This technique suggest that you take a step back without dismissing or deflecting their objection.
Humor: This technique suggests that you diffuse the tension with gentle humor.
Justification: This technique suggests you justify the objection & provide a positive spin to it.
Objection Writing: This is a technique where you use tip the bucket to identify all objections, then writing them down & addressing them one by one to provide a visual aide. This also builds your credibility as a trusted advisor
Pre-empting: This technique suggests you handle the objection before it happens according to your experience.
Practice Objection Handling in team meeeting by using the framework below:
Please note it's suggested to have these meetings weekly, biweekly so handling objections becomes a 2nd nature to us. The
[Example Facilitation recording] (https://drive.google.com/file/d/16SQpH4EJedght5qRaNUikYCqm1t6G3tl/view)
Before the meeting:
During the meeting:
After the meeting: