Introduction:

There are two parts to dealing with rejections in business. In blog 13 I helped you to know what to do when you receive a rejection. I gave you five stages of emotions that you will go through and then be able to grow and learn from the experience. Blog 14 is going to give you specific ways to address common objections and then how to build rapport and trust through having these experiences with business prospects.

Mastering the Art of Objection Management

Managing objections is an important skill to have when you own a business or work for a business. There are all kinds of reasons that people will give an objection to something your are proposing to them. It may be related to price, the product you are offering, timing, or whether they have internal support for agreeing to collaborate with you to help them resolve specific challenges they have. The keys to overcoming objections is to realize that you must alleviate their concerns, and build rapport and trust so they will feel comfortable in doing business with your company.

Step 1: Pause, Reflect, and Stay Calm

The first actions to take when you hear an objection is to pause, think through what has just been said to you, identify your feelings and manage them so they do not interfere with your thought process. The pause may be longer than any other time in your interacting with a person, since it is a way to have time to consider what has been said to you. By slowing down the process, you can consider more carefully what was said. Interrupting the prospect is the worst thing you can do. If you maintain a calm demeanor when an objection occurs, you are more likely to build trust with the prospect.

Step 2: Clarify Concerns Through Strategic Questions

Using questions to manage a starting objection is the second step. Your questions may bring up the prospect’s concerns, or they may have a misunderstanding of what you were presenting so getting clarification can be immensely helpful. I have found repeating the words of the prospect can have them hear what they said, and you are acknowledging that you heard them. They will often elaborate and give you more information about what they are thinking and feeling about your proposal. When you hear a concern, they have then asked, “Could you please help me understand what’s causing your concern about ____________?”

Step 3: Validate Feelings and Build Rapport

You next step is to validate what they are saying before you ever attempt to manage the objection. By acknowledging their feelings and thoughts, it can lead to you asking more questions and them sharing information with you that leads to a way to resolve the objection and come to agreement about what actions can be taken. I have learned to be flexible and have a list of possibilities about how to provide the services they need with cost in mind.

Step 4: Offer Flexible Solutions Tailored to Their Needs

I had a client that could not afford the ideal solutions that would have had faster results; however, I had other ideas about how we could work together. The prospect was excited about using my e-learnings to become more familiar with a topic then we would meet less in the month, which would cost less. They enjoyed doing the work themselves by having access to my learning materials, and when we got together, we could move through topics with ease. They got my help to increase their understanding and had their questions answered. They could utilize what they learned to make a difference in a number of the areas of their business. I would have lost this client, who has been a joy to work with, if I had stayed with the price and way of doing the work that they could not afford. We have great discussions and their questions, and my answers gave them more leads, conversions and revenue for their business.

Step 5: Uncover the True Objection

Another learning I have had is sometimes what the prospect is saying is not their real objection. What they are saying may not be what is actually stopping them from moving forward with me or you. To determine whether it is a true objection I use this statement: “if we somehow figured out how to solve your objection completely what other obstacles would we have to overcome to move forward?” By this time, you have isolated the objection and can now address it. Now it is time to get their permission to address their objection. Do not use the word “suggestion;” it turns the person off. You can ask them, “Can I offer ideas that you and I will consider together to see if they work for you? This questions can calm the person down; they see you as being reasonable. You want to collaborate with them to find the best solution for their business.

Step 6: Reframe the Objection as an Opportunity

The sixth  step I have found is to ask questions that will reframe the comments that the prospect has said. For example, can you reframe the problem as an opportunity or poor timing to be perfect timing?

Step 7: Resolve with Unbiased Collaboration

Most of the time you can move into step seven, which is finishing the handing of the objective with a “unbiased resolution.” Here is one of the best closing questions I have found: “What part of your concern do you feel is still left unaddressed?”

Building Trust and Rapport Through Insightful Solutions

What we have done with these steps is to anticipate common objections from prospects and prepared to address them so their concerns can be resolved. I can build rapport and trust more effectively by being genuine, honest, and tell stories that show how their concerns can lead to solutions. It is yours and my job to demonstrate through the questions, answers, and discussion points that we have expertise and credibility by providing valuable insight into their challenges with specific and practical solutions.

Conclusion

Addressing objections is more than just overcoming resistance—it’s an opportunity to showcase your understanding, empathy, and problem-solving skills. By mastering the steps outlined in this blog, you’ll not only navigate objections with greater ease but also strengthen your relationships with prospects. When you approach objections with curiosity, flexibility, and genuine care, you create a foundation of trust and credibility. Remember, every objection is a chance to build rapport and show your expertise, ultimately transforming hesitations into meaningful connections and successful collaborations.