4.5 Responding to objections
In an ideal world, your proposal would be so compelling that customers or clients would simply sign-up immediately. Yet the reality is that people always have questions and want clarification – and this is a good thing.
Dealing with objections can be a very important learning opportunity, giving you greater insight into market needs and how you might adapt or modify your offering or proposal for next time.
The key is to really listen and understand the objections so that you can respond appropriately. Whatever you do, don’t get defensive and don’t take the questions or objections personally. Put yourself in their shoes: you would probably do the same thing if you were in their position.
In practical terms, when questions or objections are raised you should always seek to listen to the client, acknowledge their query or concern, ask further questions to understand their underlying need or requirement and then respond fully to answer their question.
Activity 4 Customer questions
What kinds of question would you expect to receive from a customer or a client after you made a proposal?
Discussion
As you meet more and more potential customers you might start to recognise patterns in the types of question they ask. Maybe there are certain features they are interested in, maybe it is the delivery cycle, maybe it is the terms and conditions.
By reflecting on these questions you will be able to develop and gradually refine your responses, though it might also point you towards gaps in your presentation or even potential deficiencies with your offering.
4.4 Making a proposal