In this issue regarding common sales objections whether B2C and B2B sales calls, you’ll discover:
- The essence of the B2C objection definition and ways to handle them;
- The nature of the B2B objection definition most telemarketers today overlook;
- How to handle objections in B2C and B2B and how much calling is too much?
- Proven ways and guidance to overcome objections in sales;
- How to handle objections in sales, specifically in the B2B;
- How to define rebuttals which work in most cases?
- How to work with objections in real time?
- Objection handling framework that allows you to expand the call center’s revenue;
- Common sales objections in the day-by-day sales conversations, and many more.
Statista Research: Private and Government index satisfaction of customers
Whatever part of the world or business niche your call centers serves, the performance in objection handling means the difference between financial prosperity or a complete disaster.
For instance, only 20% of successful telemarketing companies have “cracked the code” in overcoming sales objections. And they consistently increase their revenue. They’ve been able even to create and employ the proven rebuttal example for each calling situation.
These performers have been able to build their fortunes with Fortune 500 companies and beyond. And it seems none of the external economic factors such as inflation or recession can pin them down because they are using only successful and proven B2C and B2B techniques.
Now, the Voiptime Cloud company is carefully analyzing and gathering info about objection handling from the top US-based telemarketing companies.
And first of all the information of how exactly they’ve been able literally “evaporate” the customer resistance in advance during the phone conversation.
Whether they handle B2C in day-by-day small sales. Or when they easily grab the B2B highly-profitable accounts by their ears in challenging negotiations.
What this guide is all about?
We’ll give you full particulars in this guide regarding the right objection handling during the B2C or B2B calls. But most important of all is that this material shows the correct step-by-step guidance on how to actually achieve better sales results through proven strategies.
By knowing, applying, and developing your own ways based on these “pure gems” about the successful presenting, persuading, and closing of sales, you’ll increase your call center’s sales revenue by an order in the first week of calling. So, without further ado, let’s get started.
What objection handling means, and why people are wielding it during B2C or B2B telephone cold calls?
Customer sales objections are nothing more than the emotional or logical resistance of potential buyers and current customers to accept the agent’s purchasing offer.
This kind of people’s behavior is directly connected to the rep’s knowledge, communication skills, and experience in objection handling on the one side. And the customer’s current income, product perception, and shopping behavior on the other side.
The point: nearly always telemarketers, from time to time, meet with objections, no matter how skillful they are, even during small amounts of offers with the price from 50$ to 140$. And the trend towards more customer sales objections in the years coming ahead is likely not to reduce, but increase.
Still, there are powerful and intelligent ways to slash common types of objections as close to zero as possible. All that is needed is to follow the professional telemarketer’s guidance – the kind you’ll find in this issue. It’s really worth it!
Powerful and lawful secrets of telemarketers for successful objection handling
One of the basic truths for successfully overcoming sales objections before people are drawing them is connecting proactive sales calls after building awareness through a variety of media, and not earlier.
You can skip this step only if you are a large, well-known brand such as Amazon, Walmart, etc. In other cases, you typically have to build awareness about your services through media.
These are the media such as print advertising, newsletters, email campaigns, TV commercials, radio broadcasts, etc. There are always media that will fit your budget and make you at that point handle the most widespread types of sales objections. For instance, the internet is one of the cheapest media for building awareness.
Anyway, why is it important to educate your customers first through these media? Simple. By doing so, you’ll educate and prequalify your potential buyers before actual sales pitching via phone. Thus it’s always easier to “plant the seeds” for future sales in minds of your customers – to successfully objection handling future sales calls.
And it’s much more difficult to close the sale within one call, especially where thousands of dollars are involved. The bottom line: successful objection handling requires a combination of your telemarketing campaigns with upfront advertising on one or several media at a time.
But that’s only the beginning. Then you’ll be capable extract the winning rebuttal example for nearly every similar customer’s objection.
How to build your personal telemarketing agenda and improve objection handling?
Naturally, there are straight and concrete rules telemarketers must follow in order to overcome sales objections. These rules are like laws of gravity. You can be very enthusiastic about overcoming sales objections through creativity. But at the end of the day, what really matters are the results of your telemarketing campaign. Let’s show the details.
The number of calls per month is crucial in objection handling. The more you are calling a certain telephone number – the fewer results in future sales calls. And there are a couple of underlying issues for it.
Potential customers who you are calling with a high frequency per month wield more resistance after each consequent contact. Thus it’s much more efficient to call less while making each call hardworking and valid. Even the most winning rebuttal example will not work and you must remember that.
Apply for a toll-free number in addition to your proactive sales calls. The relevant question sound as follows: Can you be online 24 hours a day? Well, a toll-free number only will give you this opportunity.
Because it is a powerful tool for converting your leads to customers without any objection handling and most important, attendance from your live agents.
Once a prospect or customer is prequalified through advertising and wants to request additional information or make an order – they are contacting with you by calling toll-free. And as a general rule, people who are calling you are more likely to make a purchase.
The telemarketing calling list. There is a lot of guidance on how to be on the edge with objection handling by employing “magic words” in each rebuttal example. But the fact is that most of them are ephemeral in solving, any real objection or serious resistance if the calling list is a dud. And here’s why.
Although sales and communication skills have a significant impact in dealing with sales objections, it’s bellow desirable profits in cases of calling to those who are not interested in your services.
Imagine yourself when you are the subject of a telemarketer’s pitching while you have zero interest in an offer. The solution is very simple though: call your own customer’s list (phone numbers of your warm and cold leads).
Or try to establish strong relationships with a professional list broker. You are capable of even mixing these lists with each other for better objection handling, year in and year out.
Caution: The listing broker must be a reliable and proven list vendor or you’ll be unable to overcome sales objections and most important – put yourself at financial risk.
Last thing regarding calling list and objection handling. Forget to call anyone you think will buy from your company based on your own assumptions. Of course, you are the one who thinks that your product is the best.
But do the customers feel the same way? And by the way, the telemarketing business doesn’t forget such mistakes. And today’s economic situation is capable to left behind telemarketers who don’t understand this.
By the way, the Voiptime Cloud company represents an independent counsel regarding the telemarketing industry. We are sharing literally “classic” rules of successful telemarketing and objection handling for overcoming sales objections. But not only that.
If you are interested in the call center software that could help you to profit, just give contact us today. We’ll give you a prompt and qualified consultation, completely free, on how to deploy your call center within 48 hours.
Know the main factors people accept for overcoming objection
Other powerful strategies are regarding effective objection handling. Take a look at these factors of either acceptance or non-acceptance of proactive sales calls:
People presume that the ideal salesperson is a professional in their field. Whether you are in insurance or retail selling, you must know everything regarding the product, the market, the customer, and beyond.
The more you know – the more you tell. And the more you tell – the more you sell. Plus, the encompassing knowledge about the product gives you extra confidence and ease even during the most painstaking objection handling.
Live call versus machine calling. Well, despite the fact that automating calling and exercising rebuttal examples through the pre-recorded message is popular.
It allows you to contact the maximum number of people in the minimum time. The studies show that acceptance of sales calls and successful buying process are drastically higher when the live person is calling.
And think about this for a moment: If your first call will disrupt the positive impression about your company because of this, it could be much harder to overcome sales objections in the future. And frankly, the last time prospect allows you to call them.
However, this is regarding the list of potential customers. On the other hand, machine calling existing customers is efficient because people already know your company.
Interest in offer. Ask yourself a question: Is this offer has a perceived value for a current person? The answer to this question will give you a lot of thoughts on a better understanding of prospective buyers. Plus, you gain additional rebuttal example ideas for future objection handling.
For instance, if you are offering a brand new outlet for women, mostly “Millennials” (born from 1981 – 1996), which are proven to be interested in them – you are likely to succeed.
On the other hand, if you’ll try to sell the same outlets to “Baby Boomers” (1955 – 1964) and if the product doesn’t suit their expectations about the style, you will only waste your dollars per call.
The reputation of your company has paramount importance in objection handling. If your company has a high success rate with people, then the odds of successfully overcoming sales objections are skyrocketing.
And of course, the damaged reputation, low-quality products or services – can slash your sales and throw you out of a B2C and especially B2B telemarketing business.
Previous success (if any) anticipates objection handling success rate. People who know you are already ready for your offer depending on previous successes. Those ones already dropped their “shields” of customer objections because you delivered on your promise.
That’s why it’s very important to establish a great first impression through professionalism and courtesy with new customers. And proving your claim instantly with great products and services, to have a minimum or, if possible, zero risk in your B2C and B2B objection handling.
Top telemarketing advice: although it’s important what the previous successes are, people are likely to expect what you will deliver for them in the predictable future.
In other words, you aren’t just planning to overcome sales objections, but you are offering better products such as improved specs, better guarantees, features, benefits, styles, etc., and you’ll have more successful sales calls on the targeting group.
Calling from a local phone number increases objection handling success. People are making the decision to either pick up the phone or not, to talk or hang up the moment they are seeing the calling phone number. And if the phone number is unfamiliar to them – they presume that it’s one from a sea of salespeople.
Nearly in all cases, this increases customer resistance and reduces your chances for success. Be smart and purchase the local phone number for the area of targeting customers. In addition, local phone numbers arouse curiosity in people.
By the way, if you want to achieve a local phone number with affordable rates for your targeting area in addition to the great call center software, just contact the Voiptime Cloud company for an obligation-free consultation.
How to bounce back after failing in objection handling during B2C?
Are you prepared for handling the customer objection? Because you really should be prepared if you are serious about the telemarketing business. Preparation to overcome sales objections includes not only enthusiasm and communication skills but things such as:
- Mental state;
- Readiness for the resistance;
Combined with the right telemarketing list, these factors listed above are the basics for penetration sales objections. Perhaps they are looking for an easy job for you – but don’t overlook the importance of them and you must prepare objection handlers thoroughly. Let’s give you a complete breakdown of them:
Knowledge. The knowledge about the product, the customer, the market, the competitors, the opportunities, etc., all of these is of paramount importance. Frankly, decades ago, it would be a fiction-like story to hear that certain prospective customers know more about the products and services.
Today, this is a horrible reality. Why is it happening? Because customers are educated and have a lot of expectations from vendors while actual objection regarding each purchase is skyrocketing. So, in order to maintain and expand business relationships.
So the first rule in overcoming sales objections – is your sales reps must know everything about the product: specs, features, benefits, guarantees, terms and conditions, areas of usage, etc. The more your agent knows – the more successful they are in objection handling. In addition, your rebuttal example will work more effectively.
Mental state. The mental state of sales reps always plays a huge role in objection handling and the capacity to penetrate sales objections. The reason why most reps are failing and even the call center’s sales team is that they are hating this job.
As a result, people are feeling this in a split second and from the first seconds of the conversation already know that this is a sales rabbit call. So it’s important to hire the right people, prepare them for the long run and keep a sharp eye on their morale.
Readiness for the resistance in objection handling. It seems always a common situation for customers to resist accepting the offer. At least from the first seconds of the conversation. Thus objection handlers must be prepared for it in advance to not let their confidence go down after the first “no” from prospects and customers.
This attitude is “I’m ready for objection handling due to knowledge. Due to professional attitude. Due to matching customers needs, etc.” And it gives a “second breath” to an agent and will bounce back after the customer’s rejections.
Take a look at the most frequent cases of objection handling in B2C
Probably you’ve heard about the kind of type of sales objection such as: “You want to sell me something, right? I’m not interested. I’m not buying anything".
Or "I have zero interest in your offer or any inclination in your offer whatsoever”, and so on and so forth. Well, guess what? Most of the sales objections your reps have experienced are true. At least from the customer’s point of view.
However, in B2C the cost per sale ranges from 50$ to 150$ or so. And there are powerful ways for objection handling, which telemarketers use with the profit, year in and year out. But remember the rule of thumb: the more money customers need to pay – the more sales objections customers are drawing.
The successful objection handling due to the high price
The problem: The old “I don’t have the money for it” – may be the truth. Or maybe the prospect does not fully see the value of your product.
The solution: Anyway, to overcome this issue, state your offer clearly so prospects can see what your product will do for them.
The rebuttal example. Prospect: “I don’t have the money right now” Agent: Mr. Reeves, this solar panel will cut your expenses on electricity by hundreds of dollars per year. And by the way, we have a discount on the installation”.
To improve your objection handling, make your claims believable
The problem: There’s a situation when the customer can tell you about his skepticism of your product.
There are two reasons for such a response. First, your agent is pitching too early while the customer’s guard is wielded. The second cause is equally simple. There’s just something in the proposal and its sounds unbelievable. Here’s an example:
The solution: Make it believable.
The rebuttal example. Prospect: “You know, this product seems too cheap according to the features you’ve just told me”. Agent: “Yes, Mr. Reeves, the advertising you’ve seen is true because (give a complete and true statement of what the product really is. Mention: what the product is doing, who is manufacturer, what is the guarantee, etc.)”
The lack of interest can make objection handling very challenging
The problem: The relevant question is: Can you persuade people to purchase goods that aren’t in their best interest? Well, depends on your calling list. If a particular telemarketing list is completely wrong or already “exhausted” by other telemarketers then you need to change it.
The solution: However, if you have the right customer list or even better – your own list of customers to call then the odds are in your favor. Let’s see how you nail it.
The rebuttal example. Prospect: “I think I don’t need this product”. Agent: “Mrs. Williams, this is the kind of product perhaps you’ve purchased recently. With the only one exception: it’s better… (then you go and explain how exactly it is better).
Overcoming objections when customers almost want to purchase
The problem: Selling something to people who have an interest but lack a sense of urgency is much easier than in the example above.
The solution: Many companies don’t know about the power of the lack of time. The addition of the urgency factor is a big thing in overcoming sales objections.
The rebuttal example. Prospect: Yes, I know I’ve heard about this suit, but I already have one. Agent: Mrs. James, this item is being sold at the premium price, 50% off, and we are planning to sell all of them today. Perhaps tomorrow, we’ll unable to repeat our offer.
There are tons of ways to nail the B2C sales calls within one or perhaps two calls. And it’s really a pity that many telemarketers overlook the telemarketing rules regarding objection handling.
But most important of all, the call centers that really want to penetrate the B2B business are also hesitant to face their incompetence. Take a look at the latest update on how to make the B2B telephone calls as successful as possible.
How to make objection handling smoother in the business-to-business telemarketing
First of all B2B telemarketing is really the “championship” of the world among top telemarketing firms. The fact is that these call centers are competing for the Fortune 500 firms' attention with billions of revenue each year. Take a look at the AT&T revenue scores per year.
That must give additional motivation to those who wish to succeed. And for a fact, some of them engineered their proven rebuttal example for each case for overcoming objection Let’s look at them. There are two main factors that differentiate B2C selling from B2B. And here they are:
Economical factor. Sales in the B2B are incomparable in any way with the B2C. It’s common to profit from $50 to 150$ in B2C sales calls. But when you are closing the B2B deal via phone, the revenue goes up to 50.000$ and beyond. Just for one closing deal via phone!
Retention. In the B2B business, clients can flock from one brand to another without a second thought, if their expectations are not met. The impact of such loss of an account typically means cumulative loss of tens, hundreds, and even millions of dollars per account.
And as a general rule, this is more than enough to throw out the telemarketing company from the competition. Sometimes for a very long time.
Thus the retention and not acquisition of a new account – is the prime goal of any successful B2B telemarketing business. Let’s show you the strategies these companies employ for successful objection handling and to reap a huge profit. Then we’ll show a real-world rebuttal example you can use in B2B telephone selling.
How to profit from B2B telemarketing and keep accounts as long as possible?
You must be advised that the objection handling techniques, which were effective in the B2C, have little or even zero efficiencies in the B2B telephone sales. Why?
Because in order to successfully close a deal via phone in the B2B environment, you need more than any successful rebuttal example. And we are about to show you how exactly you can do it, employing top objection-handling insights and advice.
Strategic planning in B2B telemarketing is the only tool to slash sales objections
Generally, this kind of method allows you to collect a plethora of the customer’s needs and then customize your campaign to successfully penetrate the acquisition of a new account. The same works with the retention of the accounts. By digging into the data about the product, the competitor, and the account, you’ll discover the solutions for the most common objections.
The strategic planning includes: identifying customers’ needs, matching your opportunities, and competitor’s analysis. Each of these steps breaks downs into a variety of additional issues. Let’s show you this in a logical sequence.
Identifying B2B customer’s needs likes and dislikes for fuller objection handling
Knowing your customer’s needs which are changing today at a rapid pace as same important as knowing your own possibilities to satisfy them. Here are three customer needs essentials, which show you how to define their common objections:
Defining customer’s values. Based on the expert analysis and rigorous research, find out the answers to these questions:
- What exactly your potential or current customers are looking for?
- Are they are interested in the products you are offering?
- If not, then what kind of product or service will satisfy their needs, likes, and dislikes?
- How to handle objections of high-end B2B customers?
In other words, what are the essential requirements of these firms in order to successfully objection handling, build trust, and sustain long-lasting business relationships?
Your company and competitors. Watch closely what your company is offering. As a manager, you must identify your company's advantages as well as advantages in comparison with competitors, or your objection handling will be vague.
Let’s describe in detail what we mean by the client’s needs. Overall, all you need to pay attention to requirements such as basic needs, current fulfillment, and additional needs forecasting.
To forward your strategies and constantly engineer your winning rebuttal example, you need to satisfy the basic needs. The basic needs are the one that allows you to actually enter the B2B market and make a first sale to a certain large firm.
Ideally, your plan must go beyond making a sale and sustaining retention with existing clients. The basic requirements may include technical characteristics, a variety of products, shipment options, and guarantees.
In addition to this: time to implementation, extra time in fulfillment, customization, proven quality, etc. As a matter of fact, you’ll have a hard time in objection handling if you have a weakness in satisfying the needs listed above.
Current fulfillment. Find out what exactly your competitors are lacking and how they fail to fulfill the extended client’s needs. Knowing for sure what exactly your B2B company wants and having the ability to satisfy them while your competitors fail – give you a distinct advantage in this market.
Future forecasting. It’s an old way to think that your B2B partners have limited needs for the predictable future. Perhaps today, they are satisfied with your products and services.
But what about a few months or years down the road? Well, the fact is that if you are capable to anticipate their needs – you can adjust your effective strategy to sustain healthy business relationships.
As you can see, in B2B business relationships, everything is a little bit more complex and that’s why relying on the rebuttal example. in these kinds of calls is like relying on the “blue pill”. Don’t bank on it.
But take heart, no matter if you are already in the B2B or planning to penetrate the market by acquiring your first customers. Read on.
Anticipate the account’s needs better than others
There’s something in addition you need to know and follow in order to overcome customer objections during the B2B calls. As you already guess that sustaining your clients is much more important than acquiring new ones, you need to accurately keep sight of the most relevant needs. Watch these steps:
Conduct conversations via phone or face-to-face about the real client’s expectations from your offer. Spend time on this activity and don’t spare time talking because it’s better to know now what you must do in order to keep a customer. In addition, collect the information on how you can even improve your proven rebuttal example.
The presence across multiple channels. There’s no way you won't be present across one particular communication channel in the B2B relationships. Typically, because you are interested in maximum interaction with the customer.
And you need to establish a presence across their preferable channels such as phone. Yet be realistic about the other channels customers are willing to contact you such as chats, emails, social media, and even business letters. This can give you an idea of how to improve your rebuttal example.
Moreover, it’s highly recommended to have a so-called “hotline” for your clients. If something happened that requires your attention in order to fulfill the urgent customer’s needs – you need this “hotline” phone number.
Phone calling is still the fastest and most accurate tool for contacting, so always inform your customer about the existence of such a number.
Conduct your research to find out when your clients wish to contact you. Just ask these open-ended questions during the call. Customers will tell you exactly when to call and reduce sales objections.
Find out how frequently customers want to contact you. It’s essential to know how much is “too much” for contacting one particular B2B client. That’s because you want to minimize the customer’s guard and establish an ideal contact environment.
Additionally, it would be great to spin the sales cycle through follow-up questions and cross-selling at a moment people are ready to purchase.
How to avoid the lack of crucial self-assessment in the B2B future campaigns?
To successfully overcome customer objections, first and foremost, identify your product & service features. By groundwork on your offer, you must define all the features. Usually, if you have concluded the great research, you’ll come up with something around 90+ features about your product or service.
Intelligence about your competitors
Now, do the same with the major competitor’s firms and discover their features, what they are lacking, and what you can do about it. As an example with your research, you will also find out 100 or maybe more features. Here are what your analysis must contain at the end:
- Your and competitors' features;
- Time of fulfilling the needs/shipment;
- Guarantee options your company offer versus competitors;
- The handling charge for your product?
- Your product’s price versus competitors;
- Precision in fulfillment of customer orders;
- The speed in fulfilling customer’s orders;
- Toll-free number options;
- Customization of orders according to client’s requirements.
As you can see now, your research must touch on every aspect of the issues listed above. This approach increases your options to retain and achieve new customers. It increases the chances of developing the right rebuttal example and closing deals via phone more successfully.
The B2B telemarketing mathematics and soliciting of the action plan
Important to take into account such things as B2B telemarketing mathematics, advertising, and action planning.
B2B mathematics involves the issues such as setting your budget as well as customer budget objections evaluation. Be realistic and plan only on the basis of money, you have to not fail down the road. Then you need to separate your customers into groups depending on their revenue. It may look like: A, B, C, D, etc.
For instance, 20% of firms in A and B groups are generating 80% of your annual revenue. So separate these groups in order to prioritize your telemarketing campaigns.
Mathematics also involves the counting of exact figures per customer. In addition, you must calculate how much money you are spending in order to retain customers versus the costs of calling and contacting.
And finally, you must know for the fact: how many phone calls and contacts, on average, you are making in order to sustain or acquire new customers.
Advertising in B2B telemarketing makes your job easy
The B2B calls are highly profitable yet to breach the customer objections and make them more successful – you need to establish awareness in your customers.
That’s why advertising on the internet, TV, and broadcast are the ways to create awareness in your customers. Because it happens all the time when you are hearing: “Excuse me, what your company name is?”, “I don’t know this company”.
Thus always create advertising for your products and services. If your budget is limited – the Internet is one of the cheapest mediums today. If your customer will be interested in your products, you can immediately send them a catalog via email.
Soliciting action plan
As you already know, your action planning consists of segmentation of your customers into the: A, B, C, etc., groups for prioritizing the contracting activities. Next, you are creating action planning for this.
For the instance, the top telemarketers are known about know what I'm talking about below in figures. Here is the contracting action plan for accounts:
An advertising campaign, including internet, direct emailing & mailing, newspapers, TV commercials, and radio ads. All of this is necessary to create an awareness to make calls more successfully;
Creating the encompassing and real-world working telemarketing list. The best list you'll ever get is your own list of warm and cold lists. Those firms which are contacted you due to your advertising.
The second list of a value is the rented list. Cautions: Rented listed must be carefully chosen only from proven list brokers with a great reputation. The third types of list are mixed one from your own and one rented. The calling list always plays the main role in overcoming any type of objection.
Your list must consist of the A, B, C, D, E, etc., prioritized B2B customers. Of course, first of all, call the A group and then move to the B group, and so on.
Now next step is would be the number of contacts, approximately you'll have 25 sales calls, 50 emailing/mailing, and one face-to-face meeting per 1.5 months. These figures are regarding each of your B2B accounts.
That's it. Think about these issues listed above and take guess on how you can adjust your action plan to achieve better results in overcoming sales objections.
Remember these essentials for overcoming sales objections in the B2C versus the B2B telemarketing
Selling to other firms is completely different than selling to individuals. B2B selling always involves better preparation and experience because of the big money involved.
For instance, IBM has been able to make its fortune strictly in B2B selling by making sales from 50 000$ and up, per one account, per sale. So does today, many Fortune 500 companies. But in order to do it, call center managers have to make really rigorous research in overcoming sales objections.
In B2B selling, telemarketers are making thousands of dollars per call. So these calls have better be good, or competitors instantly regain control in this particular niche.
Moreover, B2B calls are lengthy and require the best objection handlers you can find. And take heart, the high-end agent in a B2B sales offset any salary expenditures.
On the other hand, B2C telephone selling has a different approach in terms of building rapport, finding the prospect’s needs, retention, and identifying the current best interest. Still, it doesn’t make the B2C selling less professional or profitable
Quite on the contrary, selling of this type is a vital part of every competitive call center. But at the end of the day, B2C and B2B are completely different from each other.
Although very little or a zero rebuttal example is used in this kind of conversation, we’ve prepared the most successful and effective talking patterns you can employ for generating your ideas. So here we go.
Overcoming sales objections in B2B
The problem: One of the popular types of obstacle is the price objection when the customer thinks your price is too high. There are two reasons for it: Either they really don’t have the budget right now or they don’t really believe your offer will be profitable for them.
The solution: Spell out clearly what your product or service will deliver to your customers.
The B2B rebuttal example. Customer: “I’m a bit skeptical about your offer, anyway we have no budget right now for additional expenses”. Agent: “Mr. Jones, our product allows you to reduce the expense on advertising, by at least 20% per year. That’s about $50 000 of saving per year. Can I send you an offer via email to prove my claim?”
Overcoming sales objections with the common issue – the price
The problem: If pricing objections regarding your product are triggered by a higher cost than other solutions on the market, then you can hear this kind of objection. Or maybe the customer looks for a bargain and wants to save a dollar. Let’s look what the rebuttal example. can do about it.
The B2B rebuttal example. Customer: “Your price is higher than I expected, perhaps we can make a deal, let’s say at a 15% discount?” Agent: “Mr. Miller, we’d like to give you a discount on this price right now. In a few months ahead this could be possible. And right now we offer our product at this price because otherwise, we’ll burn out”.
Look at each of the following rebuttal examples regarding the B2B competition
Competition in B2B sales was intense, and high today, and expect to be very high for decades ahead. That’s the first reason why you must prepare for each conversation in a way: give the best that you can. And now let’s look at the most common situations.
The B2B potential clients claim that a certain firm is better than yours
The problem: The customer has told you about his thoughts regarding the competitor’s firm.
The solution: Now your job is to show how your solution can make a difference.
The B2B rebuttal example. Customer: “I think that my current X, Y, Z firm is offering the best solution for our firm today”. Agent: “Mrs. Williams, let me show our advantages that X firm doesn’t have. Particularly, unlike them, our product (and you go to list your benefits)”
Are the cheapest solutions of the competitors mean the problem?
The problem: In these highly tricky economical environments, customers are starving for cheaper solutions without the loss of quality of products.
The solution: Prove your claim about the price-quality value.
The B2B rebuttal example. Customer: You know there are a lot of solutions, we think are cheaper than yours”.
Agent: “Yes, Mr. Smith, there are a lot of solutions with cheaper prices. But Mr.Smith, our price is directly connected to the quality. If we would sell it cheaper than the quality was at the level of some bargain-basement manufacturer then we’ll not be able to retain our customers. You and I know that the quality must always be on the top. Can I give you a complete breakdown?”
The prospect firm is already working with your competitor
The problem: As you’ve seen above, the B2B business distinguishes itself from B2C in a way – each account is valuable. Thus it can be very true that your prospect is already working with other firms.
The solution: So in order to penetrate their decision, you must really make a spectacular job and extract your working rebuttal example from the information you have.
The B2B rebuttal example. Customer: “Well, we are already working with the firm and we are not interested in the new offer”. Agent: “Mrs. James, I wouldn’t call you if I wasn’t sure that our product has actually something that your current firm doesn’t possess. Let me show you what I’m talking about…(and you are listing the benefits)”.
Lies about your product the obstacle?
The problem: These are “dirty tricks”, to say something about competitor’s products. But there are tons of solutions.
The solution: If the competitive team has something told or even written (on a website or advertising), you can even sue them for it. Just talk about this with your lawyer or achieve a consultation about this subject.
Because under the US and most Western Countries' laws, it’s illegal to make claims without actual evidence. For instance, the FTC (Federal Trade Commission) is constantly watching over these kinds of "dirty practices", in the US.
The result? Hundreds of millions of dollars in fines. And of course, there is something you can say about it to slash that obstacle in the sales process.
The B2B rebuttal example. Customer: “My current partner from firm Y, said that your company supplies unreliable products”. Agent: “Well, Mr. Plitt, I have proof in front of me that this is a false statement. Let me give you this information right away (and you start to give these bits of information).
Find the right person in the B2B firms for “clearing out” objections in sales
The problem: Yes, these are one of the most frequent situations you can meet in the B2B customer objections. Unlike B2C, in B2B, there are always at least a few people involved in the decision-making sales process. So let’s find out, how to improve the sales process and tackle these customer objection issues.
The solution: The objection in sales is triggered by a person who doesn’t possess the real authority in a firm to close the deals. You just need to go through the dialog and reach the relevant person. But stop for a moment! Have you conducted your own research and do you know for sure, who exactly is decision-making person in a particular company is?
Have you found their names on social media, such as LinkedIn, etc.? If not, you need to pull back and conduct this research. It’s pointless to call the firm and have thin information about the company. Let’s look at what a proven rebuttal example can look like.
The B2B rebuttal example. Customer: “You know, I really have no authority to close such deals”. Agent: “Ok, that’s no problem, if you could tell me how to speak with Mr. James (decision-making person) then we’d have a really profitable mutual deal”.
The objection handling process during the doubting of one of the stakeholders
The problem: One of the stakeholders is pretty skeptical about the possibility you can make a deal with the firm.
The solution: If there is a chance to close a deal then do your best. If, however, the customer has a zero budget, no intention, or weak confidence in your offer – you can’t close a deal at this point. But let us shed light on a workable rebuttal example you can use if there’s a chance to close a deal.
The B2B rebuttal example. Stakeholder: “You know perhaps you have a great offer right now but I don’t think that I can convince my colleagues to close this deal”. Agent: “Mr. Smith, perhaps there will be some obstacles but isn’t it literally throwing money away if we even don’t let them know about this offer?”.
How to evaporate the doubts from the stakeholders?
The problem: The doubts are always when thousands and especially hundreds of thousands of dollars are involved in the deal.
The solution: There’s only one chance to close this kind of deal – it’s to build your conversation on solid data, experience, and communication skills.
The B2B rebuttal example. Stakeholder: “You know, I see your offer and I’m kind of thinking about the real quality of your product. Is it as good as you are saying?”.
Agent: “Mrs. Miller, I can give you the actual documents regarding our product approved by numerous credible institutions. And I can send you via email our proves. Would you mind if I will do it right away then if you consider my offer, we’ll talk again!”
As you now might guess, your sales reps aren’t creating a miracle with the astonishing rebuttal example from the nothing. All they can do is convey the benefits of your product and present them in an acceptable-for-prospecting firms fashion.
The bottom line: Support your claims during each rebuttal example with the evidence to overcome B2B customer objections. You can present a lot of this info such as technical materials, credentials, testimonials, advertising, etc.
The more you have to prove your claim – the better results in conversations with the B2B firms. If a person is currently hesitant to talk – ask to drop them an email with the info about your company.
How to hire the best salesforce for B2C or B2B selling?
In today’s intensive telemarketing activity, many heads of call centers do pay not enough attention to their staff. Particularly they make mistakes not in submitting a rebuttal example but during hiring. But what are the must-haves of the new person in a call center?
Here are the few traits that anticipate success:
- A person has great communication skills and a pleasant voice;
- An applicant is very adaptive to different types of objections;
- The individual is resilient and quickly gets “back on the feet” after failure or rejection;
- He or she is motivated to become a professional and interested in the promotion;
- An agent is possessing of a set of great organization skills, which allows them to be adherent to the schedule and goals;
- The future agent has successfully passed the real-world test after several sales situations and is matching the call center’s expectations.
- If heads of call centers would always seek traits listed above in applicants then there would be much more money earned by contact centers around the globe.
Essentials in this guide to remember
Success during the sales calls starting not only with the beginning of the actual outbound telemarketing campaign. But for months, weeks, and days before the actual call, way before developing the winning rebuttal example.
Mainly this is happening because everything in telemarketing is depending on the person that is calling. But the background of the relevant information sakes person achieves, from the start to the end, depends on the call center manager.
This guide that you’ve read is an encompassing explanation of how actually top call center companies are managing to increase sales profits. How they are using the information to create the winning rebuttal example. How they set budgets and apply strategies.
There’s only 20% of these highly successful companies. They are managing to reap nearly 80% of the revenue from B2C or B2B sales. What amount of money we are talking about? Billions of dollars per year – the huge piece of the direct marketing cake.
While many other call centers (approximately 80%, give or take a few percentages) are struggling from day to day. One of the mistakes they frequently commit – they are relying on rebuttal examples, not on painstaking research on products and markets.
Lastly, this guidance is accurate to the extent that allows you to design a winning rebuttal example for most sales situations. Because these are the secrets telemarketers are hesitant to tell others because it generates huge profits for them.
Voiptime Cloud can do more than just counsel clients
Now you know these secrets and the Voiptime Cloud company is happy to give them to you absolutely free as a gift and a commitment to professionalism. Outside of furnishing owners with ideas on a winning rebuttal example.
And strategies regarding B2C and B2B sales via phone and other digital channels. But the essence of the Voiptime Cloud company is the offer of the tool to bring these “pure gems” into action.
For more than a decade we have been able to provide owners of small call centers with great call center software. There are dozens of satisfied clients around the globe who recognize our software for its performance, flexibility, and most important of all – affordability.
And if you need a reliable tool to bring more profits for your call center then you are in the right place.
Here's what you’ll achieve from Voiptime Cloud:
- Obligation-free consultation via phone, chat, email, etc;
- Free guidance from your manager on how to actually use the software for 1 month after the deployment of your call center;
- Ease in upscaling up and down the number of subscriptions per month.
- You are free to increase or reduce your subscriptions;
- Deployment in any geographic area in 48 hours.
Contact us to discuss your needs and see Voiptime Contact Center in action!