Objection handling script

Objection handling script
Step What to say and do
By Carleadbest

1 Listen carefully

Learn to accept price objections for what they are… opportunities in disguise. They are a
sign of an interested customer, and with practice and skill, you will be able to overcome
them (without cutting your prices!) So don’t interrupt or try to handle the objection
immediately. Listen carefully and patiently to what they have to say.

2 Make sure you understand the objection

Do this by repeating your understanding of their objection back to them ie
“So, if I have understood you correctly, what you are saying is..…”

Do not carry on until they have confirmed that your understanding is correct.

3 Acknowledge the customer’s point of view

“I can understand why you might say that. In fact, one or two other clients started by
saying much the same thing to me in the past....”

4 Answer the objection

Continue from step 3 by saying something like:
“…. but what they found – and I'm sure you’ll find the same thing – was that....”

If they are objecting to the price, complete this sentence by using one or more of the
approaches set out in the “Price objection handling strategies” sheet

5 Check that your answer has met their concern.

“Does that make as much sense to you as it does to me?”

6 Ask for the business

“So would you like us to go ahead?”

If the customer still objects, go back to step 1 and start again.
If this still fails, ask more questions to help you establish their needs and the value to them of meeting those needs.