Acknowledging Objections

Aim to paraphrase their objection, without being patronizing.

A good technique for acknowledging objections is to reflect the customer's own language in your response. Aim to paraphrase their objection, without being patronizing. For example, if they bring up the objection that your product is far too expensive, you could reply. "I recognize that expense is a big concern for you."

Below are some examples of the types of phrases you can use to acknowledge objections:

• "I can see why..."
• "I appreciate that investing in our system may seem daunting..."
• "That's a fair question..."
• "I think I understand why you might feel that way based on what you've heard so far..."
• "I appreciate your candor..."
• "I guess I wasn't as clear as I wanted to be..."

ACTION POINT: Empathize with your customer's objections and then address them to overcome them.