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The “Top 10” Objections: What They Mean & Suggested Replies

The “Top 10” Objections: What They Mean & Suggested Replies

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While a client’s objection matters, what matters more is the emotion or reasoning that influenced their decision to come up with it. What we want to find out most is what triggered their response. Figure out the trigger and you’ve possibly found the root of why your client isn’t jumping on board with coaching right then and there.

Here are the TOP 10 OBJECTIONS clients come up with and why they would be hesitant to sign up for coaching services. If you can spot which one the client is hung up on, you can address it specifically, possibly overcome it, and hopefully sign them up for coaching! In no special order, here they are:

OBJECTION / EXCUSE #1:
“THE PRICE OR MONEY”

“I don’t have the money right now.”

WHAT THIS MEANS: This type of excuse could mean a few things. (1) They really don’t have the money to begin with, and they were just taking advantage of your free session in hopes of learning something that can only be learned over time (with your coaching packages). Or, (2) they have the money (or can get it), but they just don’t want to part with it, because you didn’t convince them enough of the value in what you bring to their life/business with your coaching services.

SUGGESTED RESPONSE: Don’t focus on the money. The money is never the issue. If a customer/client wants something bad enough, even if they DON’T have the money, they’ll find a way to get it if they have to borrow it, finance it, or even steal it. Your job here is to ask them, “If money weren’t an object, would you move forward with coaching? Think big right now. Imagine your life with coaching, and then without coaching. Which would you rather have? (CLIENT: “Better life (with coaching).”) Great, then what’s really stopping you from moving forward with coaching. Be specific.” Further, calculate what the client’s time is worth, past, present and future when they waste it spinning their wheels, missing out on ____, working alone trying to accomplish their goal on their own, wasted time/energy/effort/money, and reply with, “I’ve estimated a total loss of $25,000 because _________. Compared to what my coaching fees are, wow, are you telling me you’d rather choose the loss than the gain?” The idea here is to get the client to be specific about why money is an issue, get admit if money wasn’t an issue, they’d go forward with coaching, and to logically illustrate their loss compared to their gain by choosing to be coached by you. IF money is a real burden, consider discussing payment options, or coaching fewer hours at a reduced rate. Don’t lower your value, because the client can’t meet you where you’re at. Offer a smaller piece of the coaching pie for a smaller price.


OBJECTION / EXCUSE #2:
“I NEED TO THINK ABOUT IT.”

“I need to think about it.”

WHAT THIS MEANS: Clarity is key when it comes to selling anything to anybody. This objection either means you weren’t clear in your presentation of what you offer, or what you’re selling them doesn’t fit their needs or wants and the client just needs some time to think about your offer.

SUGGESTED RESPONSE: “Great, is there a question I can answer before you take the time you need to think about coaching with me?” Get the client to open up. Then, based on their response, you’ll know which question to ask. It might be the beginning of another objection in this list of ten. So, keep reading!


OBJECTION / EXCUSE #3:
“I NEED APPROVAL”

“I have to check with someone about this.”

WHAT THIS MEANS: Typically, if someone relies on or checks in with someone regarding financial decisions that might affect a shared budget, like the purchasing of an expensive coaching program, there’s nothing wrong with respecting that, and giving them that time to “check in” and “check back.” If they make a statement like this, you could easily follow up with a simple response such as …

SUGGESTED RESPONSE: “Great, I respect that. I have the same policy with my wife. [FOR EXAMPLE]. Let’s assume they were to give their blessing, because they know how much this means to you, when would you like to start coaching?” Another response might be, “When you speak to this person, be sure to bring up how important this is to you. Perhaps, each year or every so often, one of you wishes to invest in themselves in a way the other might not understand completely, but should be allowed to make such an investment, because of how it might yield a return for you and the person you have to check in with. My wife and I do that. [FOR EXAMPLE] Each year, we allow each other a certain amount of money each that we can spend for our own needs with the full support of the other person.” The goal here is to get the client to be thinking about going forward, and giving them some advice on how to approach the person they might need their blessing with to make such a purchase as personal coaching.


OBJECTION / EXCUSE #4:
“THE URGENCY IS NOT THERE”

“This isn’t really important to me right now.”

WHAT THIS MEANS: Wow, you just spent an hour with them on the phone discussing their situation, desires, wants and needs, and they must have spent at least an hour or more filling in the self-assessment form or questionnaire, what’s really on their mind? Probably, what’s on their mind is you didn’t impress them enough for them to see how worthy it IS to MAKE the time. Think about it. If you did make a positive impression, and money wasn’t an issue, and they didn’t need more information, and they didn’t need to check in with someone, why spend all that time prior to and on the phone with you? Could it be just a nice way of saying, “I really don’t want to work with YOU. That’s the real reason I’m declining your coaching services.” Granted, if they see how much commitment is involved and they really don’t have the kind of time required to coach with you, then hey, you can respect that response. Otherwise, probe deeper.

SUGGESTED RESPONSE: “Okay, why so?” Keep your response brief, and return a question right back at them to open up. If they don’t open up, you don’t have to prod any more. You might ask one more question, “I heard you talk about your desire to ______(reach a certain goal or achieve xyz). Why the change of heart?” “How long have you been putting this off? How much time/energy/effort/money have you spent or will continue to spend before you reach/accomplish ________?” Listen to their response, and respond accordingly.


OBJECTION / EXCUSE #5:
“TIMING”

“The timing isn’t really good for me now.”

WHAT THIS MEANS: Some people are ready to hire you immediately without any question, because the timing IS perfect. Every now and then, you’ll get someone who just say, “Well, after hearing what’s all involved, and what’s required of me, all that homework, I just don’t think the timing for coaching is right for me at this time.”

SUGGESTED RESPONSE: “No problem. What’s up?” Again, keep your first response brief and respond with a quick question that opens them up for more discussion. You might respond later with, “If timing weren’t an issue, can you see yourself spending more time on achieving ______(your goal)?” Always keep them thinking in the future, and seeing themselves working on their goal (with you), even though they are objecting in the present. Perhaps, they’ll see working on their goal is important, and they might change their thinking sooner than later.


OBJECTION / EXCUSE #6:
“I’LL GET BACK TO YOU”

“Can I get back to you about signing up?”

WHAT THIS MEANS: There’s an old saying among sales people called the “Be-Back Bus!” The saying is based on the fact that if a sale isn’t made when on the spot with the client/customer right in front of you (or on the phone), and the client says, “Let me think about it, and I’ll be back …”, the reality is they seldom ever do come back. It’s the old brush-off of sorts when telling a sales person you’re not interested in their offer. Okay. We know how to respond to that, don’t we?

SUGGESTED RESPONSE: “Okay, for starters, have I answered all your questions?” Again, quick question right back at them. (CLIENT: “Yes, thank you.”) You can kind of guess where this is going, right? Here’s what you say to see if they will really “be back.” Respond with this, “When and if you do come back, is this the coaching package that you think will meet your needs to help you accomplish your goal, right? (CLIENT: “Yes.”) Great, then what I’ll do just for you is this, I will HOLD THIS PACKAGE FOR YOU AND I WON’T RAISE ITS PRICE FOR ONE WEEK. After a week, I raise the price, because that’s what I’m doing with most of packages like this one for new clients only. The increase is about $1,000 [FOR EXAMPLE]. Current and past clients the rate stays the same.” What this does is it gives the client (1) time to think about it, and (2) time to come back within a set period of time, which you’ve determined (could be more time or less; up to you). The client now thinks, “Wow, he’s going to raise the price? I do want it. I didn’t want it, until he said he’d raise the price. Hmm, I better think about it hard, and if I do want it, I better hurry and get the price that I can afford now.” This is the “hurry up and get it before I jack up the price on you” selling method. It works and for people who tell you they’ll, “be back,” they deserve a real incentive to “come back!” That is, to SAVE MONEY!


OBJECTION / EXCUSE #7:
“LENGTH OF TIME”

“I don’t think I can commit to that much time and/or that number of payments.”

WHAT THIS MEANS: This one is pretty straight forward. Either the client wants to acquire the results you speak of sooner, rather than later, or they just don’t have the time or discipline to commit to your program over the long haul to see real change take place. This can also relate to the price and a money issue as well. Maybe clients can’t commit to making so many payments over such a long stretch of time. Okay, we can handle this objection with …

SUGGESTED RESPONSE: “Tell you what, FOR YOU ONLY, I could make an adjustment to the coaching package you want. What if you pay as you go, monthly for example, and I’ll even toss in a money-back guarantee on your first payment installment. With this offer, I’ll even customize this plan for you in that we’ll work on specific topics you want to work on that also generate short-term gains that work towards your ultimate goal?” (CLIENT: “Where do I sign?”) Let’s hope, right?


OBJECTION / EXCUSE #8:
“TOO MANY OPTIONS”

“I can’t decide. There are just too many options or paths for me to go.”

WHAT THIS MEANS: This could be an honest response. Ever been to the store and see ten brands of a certain product? Which one do you buy? You can’t decide. So? You leave without buying anything! This is true with a lot of people. That’s why it’s so important to help predetermine or pick out a coaching package you feel best fits your ideal client profile. Sometimes, it’s best not to give them too many choices, if any, when it comes to purchasing your products and services. Some restaurants have minimized their menu selection to so few items, it actually saves the company time and money serving those who choose to dine there. As a result of those savings, the company can pass those savings along to the customer. A win-win for everyone involved.

SUGGESTED RESPONSE: “Tell you what, based on what I’ve heard you say on our call today, and reading from your self-assessment form (or questionnaire), I’d like to recommend my XYZ Coaching Package, because of these reasons: (1) ____, (2) ____, and (3) ____. It’s the perfect fit for you. What do you think? Does that make sense?” (CLIENT: “It sure does. I’m so glad I didn’t have to pick. When do we get started?”)


OBJECTION / EXCUSE #9:
“need more information”

“I think I just need more information about your coaching services in order to make a sound decision.”

WHAT THIS MEANS: On the one hand, it might be true. If the coach doesn’t do a fair enough job at explaining the benefits of coaching with them or how coaching with them actually works to bring about the change a client desires, then the client does just might have questions, be somewhat confused, and even struggle with what to do. Remember, clients either need more inspiration or more information to make a sound decision to work with a coach. So? Ask them what type of information do they need, and then over deliver!

SUGGESTED RESPONSE: “Great. What type of information do you need?” Again, toss back a quick question. Get them to open up. After they open up, if you can respond to their need for more information, you’re on your way to making a sale. Otherwise, keep asking questions to find out what “information” they seek. Then, supply it to them.


OBJECTION / EXCUSE #10:
“NOT SURE COACHING IS FOR ME”

“I’m not sure coaching is what I need. Perhaps I can get help by reading a book or searching online for assistance?”

WHAT THIS MEANS: Even when it comes to improving ourselves or our businesses, we still think we have to cut corners, save money, and not fully invest what’s need to improve our outcomes. This is a R.O.I. matter. This is where the client needs to understand the difference between (1) reading and researching all that’s needed … alone versus, (2) having a virtual partner (an expert) to help them achieve their goals faster.

SUGGESTED RESPONSE: “If you had the choice, would you rather spend up to $20 and read a book, or spend $200 and work with the author him/herself? How much help do you want? If you read the help you need, you might miss something. If you work with the author himself (or an expert who could write a book like that), you would benefit from different viewpoints, offered up other solutions and strategies outside your own thinking.” Even if you read about solutions from books and other online resources, having the guiding hand of an expert to steer you clear of pitfalls, traps and potholes is the real reason why hiring a coach is the better choice. The question is, do you want to gain ground faster with a coach, or put the whole burden of going it alone to reach your goals? You came to me alone, and look how far you got. I’m ready to start coaching. Are you ready to start winning?”

About Bart Smith

Bart Smith is the author of several books, professional marketer and self-publishing consultant, a personal coach, and a dynamite, motivational speaker. A self-starting, life-affirming, renaissance man, Bart is an entrepreneur at heart, who also bakes the world's best chocolate chip cookies at BartsCookies.com. He shares his insights, skills, training and knowledge here, on his training website, MyTrainingCenter.com, and helps people make money online with his online marketing shopping cart software, MyMarketingCart.com.

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Check out some of Bart's books on business, motivation, networking, coaching, checklists, and personal development.

Books by Bart Smith, MTC Founder


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