Objections and concessions

Answers to “too expensive” and “we will think about it” without a free discount.

Objections are met with improvisation and discounts

Use it when: The same objection, usually price or delay, blocks deals again and again.

Your sellers hear the same objection week after week, usually about price or timing. They answer it with improvisation, or they give a discount.

The guide opens with three actions before any answer: pause, question, record. Then comes the exchange rule. A discount has a cost, someone specific decides on it, and the seller gets something in return.

Better answers will not rescue an offer that does not fit the customer, and they do not replace discovery. When the customer has really said no, the guide treats it as a refusal and gives the seller an honest exit. The phrases it works through include:

• “too expensive” and “a competitor is cheaper”
• “give me a discount”
• “we’ll think about it” and “not now”
• “send me the information”

First, perhaps on Monday, read the guide as far as the three actions before you answer. Then open the Objection library and enter the two objections you heard most last week, in the customer’s own words.

On Tuesday or at the next free hour, adapt the concession rule in Word: who decides on a concession, and what the seller asks for in exchange.

From Wednesday on, every conversation that hits an objection gets one review sheet, filled in by the seller: what the customer said, what may be behind it, the question asked, what was offered, and the next step with a date.

On Friday, take one of those sheets to a 20-minute team practice. The guide gives the format and a six-week plan. One caution: rewrite the ready phrases for your product before anyone tries them on a customer.

Questions