The Best Kept Secret for Handling Brush Off Objections

Written by Jim Domanski

Don't you just hate those "brush off" objections that seem to derail your selling effort just when you think you've gained a head of steam?

Brush off objections typically occur at the end of your call and leave you wondering because they could be legitimate or they could be a brush off. Do these sound familiar?

"let me think about it,"
"send me something in the mail/e-mail?"
"it's a bit too pricy"
"call me in a couple of weeks"
"sounds great but it's not in the budget right now."

Responding to these objections is a complete and utter waste of time if they are not authentic. Your attempted response is meaningless if the objection is false. Left alone at their face value, these objections will lengthen your call cycle and leave you frustrated and discouraged. Don't become a victim of these ambiguous and frustrating objections. Take action by using one the best-kept secrets for objection handling.

The "I'm not sure I understand..." Technique

This technique is extremely versatile. You can use it for a large variety of brush off objections and get stunning results. Best of all, it's easy to learn and use because there are only five words:

I'm not sure I understand

This objection handling technique is extremely effective at getting the client to 'open' up and further expand on the objection. By doing so, you are able to determine if the objection is indeed real and genuine or if it is false and hiding something else. If it is genuine, you can respond accordingly and confidently. If it is false, you can probe until the real and authentic objection rears it's head.

How to Make it Work for You

There are three steps to getting the most out of this objection handling technique.

i. Pause

First, the moment you encounter a brush off objections such as those listed above, pause for a second. The pause creates a silent gap that in turn gets your client listening. It also gives you a moment or two to think about your response.

ii. Apply the Technique

Next, simply say these words,

"I'm not sure I understand..."

Simple, eh? That's all there is to it.

iii. Watch Your Delivery and Tone

Delivery and tone are vital to maximize your results. The words should be uttered sincerely and with sense of confusion in your voice. In effect, you want to sound surprised or bewildered when the client 'wants to think about it' or 'wants to wait a couple of weeks' or whatever.

Then let silence work its magic. Don't elaborate. Don't speak further. Silence on the phone is perceived as three to six times longer than it really is. In a non face-to-face environment, silence creates a sense of discomfort. Your client will literally itch to fill the void and say something.

Your words, your tone and your silence will work collectively on your client and almost immediately, he'll feel the need to expand on the brush off objection. He will feel the need to justify it or to explain further so that you will better understand. And in doing so, the client will often give you the real reason for the objection or if the objection is indeed authentic, they'll discuss if further.

Whatever the case may be, you now have better and more accurate information by which to gauge your response.

Summary

This technique is truly one of the best-kept secrets. Master it and you'll get phenomenal results. Good Selling!

Jim Domanski -
	Jim Domanski is president of Teleconcepts Consulting and works with B to B companies and individuals who struggle to use the telephone more effectively to sell and market their products. The author of 4 books on tele-sales, Jim has been seen on various radis and television programs such as CBC’s Venture Magazine. Dubbed by the Financial Post as “Canada’s reigning tele-management guru…” For over 17 years he has worked with companies big and small throughout the US, Canada and parts of Europe. Read More >>
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