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Phone behaviors that get results

1) Take a Pause: One of the most effective tactics for handling objections is to take a pause. Successful reps paused 5x longer than their counterparts and remained calm in the face of adversity. When a prospect introduces a concern, don’t be afraid to take a breath to consider exactly what you want to say. This will give you time to gather your thoughts and respond in a more thoughtful and effective manner.

2) Slow Down: Another important tactic for handling objections is to slow down your speaking speed. Top reps slowed down their talking speed when addressing objections speaking at 176 words per-minute, while others maintained an average of 188 words-per-minute. Speaking slowly, calmly, and with certainty projects authority and confidence when addressing concerns.

3) Talk Less: When a prospect voices a concern, it can be tempting to rattle off multiple reasons to reassure them. However, the most effective reps talk less overall. In fact, the average sales rep in the study addressed objections with a 21.45-second monologue. Instead, focus on listening to your prospect and addressing their specific concerns.

4) Counter with a Question: In our objection-handling framework, we recommend that sellers help buyers feel understood by clarifying their concerns with a question. Top sellers counter objections with questions far more often than the average seller (54.1% vs. 31%). By asking questions, you can gain a better understanding of your prospect's needs and tailor your response accordingly.

5) Validate Their Concern: Finally, give your buyer the gift of feeling understood by validating their concern. Use the phrase “That’s a valid concern. It seems like you’re _____________.” Fill in the blank with an emotion they expressed. This will help them feel heard and understood, and you will be seen as an ally who can help because you truly get it.

Objections are an inevitable part of the sales process, but by using these tactics and frameworks, you can handle them more effectively. Remember to take a pause, speak slowly, listen carefully, ask questions, and validate your prospect's concerns. With these skills, you can turn objections into opportunities and close more deals.


Phone Behaviors that Get Results
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