Almost every traditional book on sales methodologies has a section on overcoming objections. The techniques proposed often seem to be manipulative and self-serving. They often come across like an attempt to outwit the customer.
The problem lies in our choice of words. When someone “objects” to something, they are expressing disagreement, disapproval, refusal or opposition. The language is inherently confrontational. We’re applying the wrong mental model when we label our customers’ legitimate questions as objections - and we’re making it harder to deal with them.
Because, most of the time, our customer’s “objection” isn’t actually a statement of disagreement, disapproval, refusal or opposition - it’s simply an expression of an unresolved concern…Read More