Over 70% of potential orders fail due to bad Objection handling. These statistics show how crucial this sales aspect is for your success.
Customer objections are part of every sales conversation. They express concerns about the price, quality, or timing of your offer. Interestingly enough, 60% of buyers say “no” four times before they agree. An objection therefore does not mean a final rejection. Instead, the customer is saying that they are not yet able to accept your current offer.
Successful sellers see objections as real opportunities. Price objections occur particularly frequently and require clever reasoning. Proven techniques such as the boomerang method help you to take up objections and reformulate them positively.
Learn what typical sales objections arise, which techniques work and how to increase your closing rate with practical examples. Also discover how Bliro documents your sales calls so you can learn from past objections and make future conversations more successful.
Why sales objections are opportunities, not barriers
Experienced sales professionals know: Customer objections reveal valuable signals. While inexperienced salespeople dread them, professionals use them as a springboard to closing. The handling of complaints separates average sellers from outstanding sellers.
Understanding objections as buying signals
Customer concerns signal genuine interest, not rejection. An objection is a clear buy signal. 60% of customers reject offers four times before they agree. These statistics show that persistence pays off.
A customer who expresses objections is actively engaged with your offer. It gives you the opportunity to tailor the conversation more precisely to your needs. This perspective changes everything: Instead of reacting defensively, you use objections as an introduction to dialogue.
Bliro systematically collects and analyses such objections. In this way, you recognize patterns and continuously improve your argument.
Difference between objection and pretext
Successful complaint handling starts with the right distinction:
- Objection: Factual argument based on specific problems or uncertainties. The customer is doubtful, but shows fundamental interest.
- Pretext: Pretended excuse that obscures the true reason for reluctance. It is based on a lack of trust and serves to end a conversation.
Objections are specific and specific. Pretexts remain vague and repetitive. If you have any objections, you address the issue directly. With pretexts, you first build trust.
Bliro helps you identify typical patterns and differentiate between objections and pretexts.
How objections create trust
Objections can be the most valuable moments of conversation. They offer the opportunity to build trust and strengthen relationships. Respectful treatment of objections gives the customer understanding.
Individual, customer-oriented arguments make real added value visible. Professional handling of objections not only ensures the current financial statements, but also lays the foundation for lasting business relationships.
Objections reveal information deficiencies. Your task is to close these gaps. View objections as a call for more convincing arguments and clarification.
Systematic documentation with Bliro continuously optimizes your handling of complaints. Alleged obstacles become valuable springboards for successful deals.
The 5 most common sales objections: Identify, understand & handle successfully
You encounter certain objections time and again in everyday sales. Successful handling of objections means recognizing them and having appropriate answers ready. Here are the five most common obstacles and how to overcome them.
1st prize: 'That's too expensive
Almost every seller comes across this classic on a regular basis. “Too expensive” rarely signals a pure budget problem. It usually means: “I don't fully recognize the value yet.”
Don't respond immediately with discounts. First, understand what the customer means. Ask specifically: “What are you comparing our price to?” or “What exactly seems too expensive for you?”
Proven strategies:
- Make added value visible: Show how your product saves costs in the long term
- Use reference customers: Explain how existing customers benefit
- Position as an investment: frame your solution as an ROI generator
Bliro documents your successful pricing arguments so that you can quickly access them if you have similar objections.
2nd time: “I still need to think about it”
This objection often signals a delay in decision-making. This is usually due to a lack of information, lack of conviction or fear of decision.
Find out why the customer is hesitating: “What exactly do you need to think about?” or “What information are you missing to make a decision?”
Effective Approaches:
- Provide additional materials: Provide helpful documentation
- Arrange a specific follow-up date: “Let's hold on Thursday for 15 minutes”
- Show delay costs: Highlight the disadvantages of a later decision
3. No need: “I don't need that”
Often, the customer doesn't recognize their problem or doesn't understand the benefits of your solution. Question the status quo by asking specific questions.
For example, ask, “How are you currently solving this challenge?” or “What are your goals in this area?”
Proven techniques:
- Establish relevance: Show how your offer meets specific needs
- Present case studies: Demonstrate the successes of similar companies
- Open up future prospects: Explain how your solution solves future challenges
Bliro documents these conversations and helps you identify patterns and sharpen your needs analysis.
4th competition: 'We already have a provider'
This objection indicates satisfaction with the current provider. Avoid badmouthing the competition. Instead, show points of differentiation.
First, acknowledge: “I'm happy to hear that. It is important to have a reliable partner.” Then ask about potential improvements: “Are there areas where you would like to see improvements?”
Effective strategies:
- Emphasize unique selling points: Clearly explain how you differ
- Position as a complement: Many use multiple providers for different areas
- Offer a trial phase: Enable risk-free experiences
5th decision: “I can't decide this alone”
This objection shows that you might not be talking to the final decision maker. See this as an opportunity to learn more about the decision-making process.
Respond positively: “Of course. Who else should we involve?” or “I think it's good that you involve others in this important decision.”
Best practices:
- Identify decision makers: Find out who else is involved
- Provide internal materials: Provide documents that can be used internally
- Organize a joint appointment: “Should we make an appointment with everyone involved?”
6 proven techniques for successful handling of objections
Effective Objection handling techniques distinguish average sellers from outstanding ones. With these methods, you turn concerns into buy signals and rejections into consent.
Boomerang method
This technique works like its namesake - the objection comes back as a convincing argument. You actively listen, grasp the key point and cleverly convert it into a sales pitch.
Typical phrases start with “Just because...” or “Just because of that...”. For example, if you have price objections, you say: “Precisely because our products are high-priced, we offer exceptional service.”
Bliro automatically documents these conversations and helps you identify and repeat successful argument patterns.
Feel-felt-found technique
This empathic three-step method is based on understanding and experience:
- Feel: Show an understanding of the customer's feelings (“I understand how you feel”)
- Felt: Share that others had similar concerns (“Many of our customers had the same concerns at first”)
- Found: Present what they learned after overcoming their concerns (“What they found: The solution paid for itself after 3 months”)
Technology uses the persuasive power of stories and references to build trust.
LAER method
The LAER framework consists of four steps: Listen, Acknowledge, Explore, and Respond.
The third step is critical - exploring. This is where you ask specific questions to get to the heart of the objection before you answer.
Yes but technique
With this method, you first agree with the objection and then provide a convincing counterargument with “but.” Example: “Yes, our solution requires an investment. But you get a 15% increase in productivity in return.”
Important: Your approval must be authentic, not mechanical.
insulation technology
This method isolates the specific objection that discourages the customer from buying. You're asking, “Aside from the price, is there anything else that's keeping you from buying?”
This is how you uncover hidden objections and check whether this is the only obstacle. With Bliro, you log isolated objections and prepare for future conversations.
Acceptance technology
With this technique, you work with hypothetical scenarios and require the sale to be completed. You ask, “Let's say I show you two ideas that will save you significant time. What would that mean for you?”
This method identifies potential barriers in sales dialogue and promotes customer engagement.
Practical handling of objections: discussion guidelines & proven wording for everyday sales
Specific examples and and tested formulations help you to successfully master even difficult sales calls. These practical techniques work in various industries and situations.
Price objection in B2B: Proven answers
B2B customers often express pricing concerns. Instead of offering instant discounts, use these proven techniques:
Acceptance technology: “Thank you for this honest feedback. Assuming the price doesn't matter - what would be particularly important to you when working together?”
Feel felt found method: “I understand why the price seems high. Other customers had the same concerns at first. What they found, however, was that after three months, the investment had already paid off.”
Important tip: Use “price adjustment” instead of “price increase” to avoid negative reactions.
Time objection in the SaaS sector: Effective strategies
When SaaS customers “don't have time,” the following approaches work:
Boomerang method: “You're right - time is valuable. That is precisely why our conversation only lasts ten minutes. Then decide whether it's worth it.”
Top flop technique: “Nobody likes to waste time. Give me 20 minutes. In the worst case scenario, you'll learn first-hand how other companies optimize their sales. Fair, isn't it?”
Formulations for tense situations
De-escalating phrases help with emotional conversations:
“It is important to me that we speak to each other with respect. Can you please moderate the tone?”
“I'll end the conversation now. We're welcome to continue talking later when the atmosphere is quieter.”
Always remain objective and avoid humor or ironic remarks in tense situations.
Conversation documentation with Bliro: Learn from every objection
Systematic documentation makes the difference between good and outstanding sellers. Bliro automatically creates structured notes of all customer complaints during your conversations. GDPR-compliant transcription enables seamless integration with CRM systems such as Salesforce or HubSpot.
Bliro analyses conversation patterns and identifies recurring objections, allowing you to continuously improve your argument. The result: 22% higher closing rates and 11% higher order values.
Preparing and following up on objections: Systematic success through planning
Systematic handling of complaints starts before the sales call and does not end when the conversation is completed. Profound preparation and follow-up measurably increases your success rate.
Handling objections in the Discovery Call
Discovery calls require thorough preparation for potential objections. Be prepared to address any questions or doubts. Give honest, transparent answers. Particularly important: Ask specifically about requirements, decision-making process and budget in order to identify objections at an early stage.
Documenting sales calls with Bliro
Bliro automatically creates transcripts and AI-powered summaries of your sales calls. You focus completely on the conversation without frantically taking notes. The GDPR-compliant documentation is done without a visible bot and saves you around 8 hours of administrative work per week.
Analyze objections and recognize patterns
Conversation analysis forms the basis for continuous improvement. Evaluate conversations in a targeted manner in order to better understand objections and adapt sales strategies. Pay particular attention to recurring patterns and use these findings to optimize your lines of argument.
Create a guide for recurring objections
Create a systematic overview of the most common customer complaints. Integrate them into sales training and develop strategies to overcome these obstacles. A structured guideline enables sovereign responses to recurring objections and significantly increases the probability of success.
Conclusion
Professional handling of objections is decisive for your sales success. The techniques presented - boomerang method, feel felt found and LAER framework - give you concrete tools for every customer complaint.
Real objections signal interest, pretexts show a lack of trust. This distinction helps you to react appropriately. Price concerns, time objections or competitive arguments can be converted into buying signals with the right wording.
Use the methods presented, document conversations with Bliro and turn objections into successful deals. How you deal with customer concerns determines your sales success - not their number.
