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A Counterintuitive Approach to Defusing Objections

4 min
Average Score

Josh Braun

Founder of Josh Braun Sales

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In the world of sales, objections from prospects are common hurdles that sales reps face regularly. The way you respond to objections can make or break a potential deal. This article delves into effective techniques and strategies for handling objections that will help sales reps navigate these challenges successfully.

Changing Your Approach:

Detaching from the Outcome

One fundamental shift in mindset that sales reps should adopt is detaching from the outcome. Chris Voss, a former FBI negotiator and renowned author of "Never Split the Difference," emphasizes the importance of changing your intent when handling objections. Instead of assuming that the prospect needs what you're selling, approach the situation with an open mind. Detaching from the outcome has numerous advantages. It alters how you sound, eliminating the aggressive salesperson vibe. You become more composed, fostering an abundance mindset, which means it's okay if the prospect decides to continue the conversation or not. When you don't cling too tightly, you gain more control over the situation.

Mirroring: The Power of Repetition

Mirroring is a simple yet highly effective technique for handling objections. When a prospect says, "I just don't have any time right now," you respond by repeating their last few critical words. For example, you might say, "No time?" This technique may seem corny, but it works wonders. It encourages prospects to keep talking, as they feel heard, which is a rare experience when dealing with salespeople.

Labeling the Emotions

After a prospect shares why they're busy or disinterested, employ the art of labeling. For instance, you can say, "Sounds like you've got a lot on your plate right now." This approach taps into their emotions, making them feel heard and understood. At this stage, you're not trying to overcome the objection; you're striving to understand the prospect better.

Using Accusation

Accusation is a technique that can be remarkably effective. When a prospect says, "I'm not interested," you might respond with, "Sounds like you probably think I'm going to try to sell you something you don't want." Allow this accusation to hang in the air, and give the prospect an opportunity to respond. This approach often encourages more engagement.

Flipping the Question for a 'No'

The final step is to ask a 'No-oriented' question. Instead of pushing for a 'yes,' you can say, "You know this is probably a terrible idea, but would it be ridiculous to see if there are opportunities beyond what you have now that can potentially help you reduce your taxes?" The prospect feels more comfortable responding with a 'no' because it doesn't seem like a commitment.

Practical Insights for Success

Handling objections effectively is a skill that requires practice and finesse. Here are some practical insights to help you master the art of objection handling:

  • Understand the Prospect: Take the time to understand the prospect's situation, needs, and pain points. Tailor your responses accordingly, demonstrating that you've done your homework.
  • Empathy Wins: Show empathy towards the prospect's concerns. A compassionate approach can often disarm objections and pave the way for a more constructive conversation.
  • Practice Active Listening: Listen more than you speak. Active listening not only helps you understand objections better but also makes the prospect feel valued.
  • Prepare in Advance: Anticipate objections that are likely to arise and have well-thought-out responses ready. This preparation will make you more confident and competent in handling objections.
  • Seek Feedback: After a conversation, ask for feedback from your prospects. Understand why they raised objections and use this insight to refine your sales approach.
  • Continuous Learning: Sales is an ever-evolving field. Stay updated on the latest sales techniques and strategies. Learning from experts and experienced professionals is invaluable.

Effectively handling objections is a critical skill for sales reps, and adopting Chris Voss's method can be a game-changer. By detaching from the outcome, using mirroring, labeling emotions, employing accusations, and asking 'No-oriented' questions, you can navigate objections more skillfully. Remember that understanding the prospect, showing empathy, practicing active listening, and continuous learning are essential components of a successful sales career.

For further insights on handling objections, watch Chris Voss's video session on detaching from the outcome. This session provides a more in-depth look at these techniques in action.

Are you ready to take your objection-handling skills to the next level? Watch this session to learn more about this topic and enhance your sales abilities. Your success as a sales rep depends on your ability to conquer objections, and this is your chance to master this essential skill.

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