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Introduction
When selling a CRM (Customer Relationship Management) product, you’re bound to encounter objections from potential customers. These objections could be about the price, the usability, the features, or even the need for a CRM product. However, objections don’t necessarily mean that the sale is lost. If handled properly, objections can be an opportunity to address your prospect’s concerns and convince them to make the purchase.
As a salesperson, it’s crucial to be equipped with a call script that addresses common objections, and have the skills to handle objections that are not in the script. In this article, we’ll discuss how to handle customer objections for selling CRM products call script.
Key factors to consider when handling objections
Before we dive into the specifics of handling objections, let’s first identify the factors that will help in handling objections effectively.
1. Listen carefully to the objection
When a customer raises an objection, it’s important to listen carefully and understand their perspective. Interrupting them or being dismissive will only worsen the situation. Listen actively, acknowledge their concerns, and show empathy.
2. Understand the root cause of the objection
Most objections are not about the surface-level concern. There’s usually an underlying reason that’s causing the objection. Dig deeper to understand the root cause of the objection. Is it a financial concern? A lack of trust in your brand? A perceived lack of value in the product?
3. Address the objection with confidence
Once you’ve understood the objection and its root cause, address it head-on with confidence. Show that you’re knowledgeable about the product and its features, and be prepared with a response that addresses the specific objection.
When addressing objections, providing social proof can help build confidence in your product. Social proof can be in the form of testimonials, case studies, or statistics that show how other customers have benefited from your product.
5. Stay positive
Objections can be stressful and frustrating, but it’s important to maintain a positive attitude. Stay calm, polite, and professional when addressing objections. Also, don’t take it personally if a prospect raises an objection.
6. Offer alternatives
Not all objections can be effectively resolved. In such cases, offer alternatives that might meet the prospect’s needs. This could be another product or service that you offer or pointing them in the direction of a competitor that’s a better fit.
7. Follow up
After addressing an objection, follow up with the prospect to see if they have any further concerns or questions. This shows that you value their input and are invested in their needs.
How to handle common objections when selling CRM products
Now that we’ve covered the key factors to consider when handling objections, let’s dive into the specific objections you might encounter when selling CRM products and how to handle them.
1. “Your CRM product is too expensive.”
The price objection is one of the most common objections you might encounter. When a prospect raises a concern about the price, it’s important to show them the value they’ll get from the product.
Response: I understand that price is a concern for you. However, our CRM product has been shown to increase sales by X% and decrease customer churn by Y%. With these benefits, the cost of our product is an investment that will pay for itself in the long-term.
2. “I don’t think I need a CRM product.”
Some prospects might not see the need for a CRM product. In such cases, it’s important to highlight the problems that a CRM product can solve.
Response: I understand how you feel. However, a CRM product can streamline your sales process, improve customer service, and increase customer satisfaction. Would you be interested in learning more about how our product can specifically benefit your business?
3. “I’m happy with my current sales process.”
Prospects who are satisfied with their current sales process might be hesitant to change. In such cases, it’s important to highlight the ways in which your CRM product can improve their current process.
Response: I’m glad to hear that you’re happy with your current process. However, our CRM product can automate tedious tasks, provide valuable insights, and improve communication between team members. These benefits can lead to increased productivity and revenue. Would you be open to learning more about how our product can achieve these benefits?
4. “I’m worried that the CRM product is too complicated to use.”
Some prospects might be intimidated by a new software product. In such cases, it’s important to highlight the ease of use of your CRM product.
Response: I understand how you feel. However, our CRM product is specifically designed to be user-friendly and easy to use. We provide onboarding and training to ensure that you’ll be able to use the product effectively. Would you be interested in a demo to see how our product works?
5. “I don’t trust your brand.”
Trust is a crucial factor in making a sale. If a prospect expresses distrust in your brand, it’s important to address their concerns and provide social proof.
Response: I’m sorry to hear that you don’t trust our brand. However, we’ve been in business for X years and have a proven track record of providing excellent products and services. We also have numerous satisfied customers who can attest to the quality of our products. Would you be interested in reading some of our customer testimonials?
6. “I’m not in a position to make a decision right now.”
Some prospects might need more time or information before making a decision. In such cases, it’s important to follow up and stay in touch.
Response: I understand that you need more information before making a decision. Would you be interested in a follow-up call in a few days to discuss any further questions or concerns you might have?
Table: How to handle customer objections for selling CRM products call script
| Objection | Response |
|---|---|
| “Your CRM product is too expensive.” | Show the value and ROI of the product. |
| “I don’t think I need a CRM product.” | Highlight the problems that a CRM product can solve. |
| “I’m happy with my current sales process.” | Highlight the ways in which the CRM product can improve the current process. |
| “I’m worried that the CRM product is too complicated to use.” | Highlight the ease of use and provide onboarding/training. |
| “I don’t trust your brand.” | Address their concerns and provide social proof. |
| “I’m not in a position to make a decision right now.” | Follow up and stay in touch. |
FAQs
1. How can I prepare for objections when selling a CRM product?
Research common objections and prepare a call script that addresses them. Also, ensure that you’re knowledgeable about the product and its features.
2. What should I do if I encounter an objection that’s not in my call script?
Listen carefully to the objection, understand the root cause, and address it confidently. If you’re unsure of how to respond, take some time to research and follow up with the prospect later.
3. How can I build trust with prospects who are skeptical of my brand?
Provide social proof in the form of customer testimonials, case studies, or statistics that show the benefits of your product. Also, be transparent and honest in your communication.
4. How do I know when to offer an alternative instead of addressing the objection?
If the objection is not something that can be resolved with your product, offering an alternative that meets the prospect’s needs could be a better solution than trying to convince them to purchase your product.
5. Should I be pushy when addressing objections?
No. Pushy sales tactics can often backfire and turn off potential customers. Instead, listen actively, address objections confidently, and follow up later to see if there are any further concerns or questions.
6. What should I do if a prospect becomes hostile or aggressive?
Remain calm and professional. If the situation becomes too difficult to manage, it’s okay to end the conversation and follow up later. Also, discuss the situation with your manager or supervisor.
7. How can I make the most out of objections?
View objections as an opportunity to learn more about your prospect’s needs and concerns. Use this information to refine your sales pitch and improve your product.
8. How can I handle objections when selling to different industries?
Research the specific needs and pain points of the industry you’re selling to. Have a call script that’s tailored to addressing these specific concerns.
9. Should I ever concede to a prospect’s objection?
If the objection is valid and cannot be resolved, it’s okay to concede and move on. However, always offer an alternative solution that might meet their needs.
10. How can I build rapport with prospects to reduce objections?
Building rapport with prospects can help reduce objections. Listen actively, ask questions, and highlight the ways in which your product can meet their specific needs.
11. How can I handle objections when selling to a senior executive?
Senior executives are typically more concerned with the ROI of your product. Highlight the financial benefits of your product and provide case studies or statistics that show its efficacy.
12. How can I follow up with a prospect who raised an objection?
Follow up with an email or phone call. Thank them for their time and reiterate any key points that were discussed. Also, offer to answer any further questions or concerns they might have.
13. How can I handle objections when selling to a non-English speaking audience?
Try to communicate in their native language or provide a translator. Also, research any cultural differences that might affect communication and adjust your sales pitch accordingly.
Conclusion
Handling objections is an essential skill for any salesperson. When selling a CRM product, it’s important to listen carefully, understand the root cause, address the objection confidently, and provide social proof. By following these steps, you can turn objections into opportunities and close more sales.
Remember to stay positive, offer alternatives, and follow up with prospects. With practice, you’ll become an expert in handling objections and selling your CRM product effectively.
Closing Disclaimer
The information provided in this article is intended for educational purposes only. The views and opinions expressed herein are solely those of the author and do not necessarily reflect the views of any organization or entity. The author assumes no responsibility or liability for any errors or omissions in the content of this article. Readers should consult with a professional advisor before making any decisions related to their business or personal finances.
