Consultants: Stop “Handling Objections” and Start Exploring Concerns.
Consultants: Stop “Handling Objections” and Start Exploring Concerns.
Help clients reach a buying decision with confidence.
Hi, it’s Clive. I wrote this for people who are committed to exceptional performance. Let's exchange what's predictable for what's possible.
This week is an opportunity to learn about facilitating decisions, as an alternative to traditional “objection handling” techniques.
Sales trainers will teach you "agree and outweigh" techniques to handle customer concerns.
This might work well for the characters in episodes of the 1950s based Mad Men. But trusted advisor consultants shouldn’t choose this option.
Think about it. If you try to prove the client’s thinking is in some way wrong, then you’re positioning yourself as smarter than they are. Not a good idea if you want to keep rapport!
It doesn’t matter which of the trainers' 13 'objection handling' techniques you use. They all have the potential to harm your relationship.
It might feel confrontational. It could seem like you, their trusted consultant, are trying to prove a point. You want to guide them instead to the decision that best suits them.
Consultants do better when they explore concerns in a collaborative way; rather than viewing objections as hurdles to overcome.
This approach helps clients decide with clarity and confidence, not under pressure.
The key to this shift lies in facilitating conversations. For instance, rather than presenting new statistics or reinforcing solutions, ask questions. Delve into the client’s priorities and concerns.
It validates the client’s view. It also allows for joint problem-solving. Involving the client in the process builds a partnership. This leads to better decision-making.
When clients hesitate, it's also important to pause before moving on. Instead, you should explore the root causes of hesitation. Often, deeper conversations will reveal underlying issues. Once we address these, it may allow a project deal to move forward.
Finally, consultants should focus on helping clients clarify their priorities. It's better to limit their choices than to overwhelm them with information. This way, they feel informed, not confused.
The goal for consultants who are selling is to stop handling objections. They should instead help clients make confident, informed decisions.
By seeking to understand and collaborate, you'll build strong, lasting relationships. You'll also help clients address their concerns.
🚀 Before you go, let me ask — when did you last facilitate a decision?
I work with consultancy owners and their teams who are responsible for sales. If that’s for you please get in touch.
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