Objections & Resolves
Last updated: 2024
"Its too expensive"
Sure, I know running a business can be expensive. (agree with them to establish common ground) The best part (maximize) of all this is we are only offering services that we know will generate more business for you. It doesn’t make sense for me to talk you into something that you regret down the road. Instead, I want you to love what I do so much that you keep me around forever and one day we grow your business big enough to where you pay me the big bucks (try to get them to smile or laugh to ease tension).
Now I don’t want to pull my punches or work on too small of a budget that makes it harder for me to guarantee results. Instead, here’s what I can do... (throw in an ACE and close)
Now I don’t want to pull my punches or work on too small of a budget that makes it harder for me to guarantee results. Instead, here’s what I can do... (throw in an ACE and close)
Notes:
This is all about raising value, NOT dropping price. This objection really means they don't see the value in what you are selling.
If you drop price immediately, it will only drop the value further.
This is all about raising value, NOT dropping price. This objection really means they don't see the value in what you are selling.
If you drop price immediately, it will only drop the value further.
"I already have a website person"
Of course you do, and you are smart to. (this devalues their concern while also complimenting their decision)
Every one has got to do something to compete online right? Anyways, for the most part it looks like they have done a fine job for you. There are a few things I noticed that If I were you I would have them fix TODAY (maximize) because they could be costing you a lot of business, do you have a pen and paper out to write these down? (this is a powerful close that will buy you more time and get you through the objection)
Every one has got to do something to compete online right? Anyways, for the most part it looks like they have done a fine job for you. There are a few things I noticed that If I were you I would have them fix TODAY (maximize) because they could be costing you a lot of business, do you have a pen and paper out to write these down? (this is a powerful close that will buy you more time and get you through the objection)
Notes:
Remember, at the core of this objection is their loyalty to their current provider. While they might try and make you think that this person is someone special to them, they rarely are as close as they make it sound at first.
So our main goal here is to keep the conversation going longer to build up their loyalty to us. Push forward and provide value and subtly point out reasons that they maybe shouldn't trust their current provider as much as they do.
Usually just getting more time with them on the call will dissolve this objection and it won't come up again.
Remember, at the core of this objection is their loyalty to their current provider. While they might try and make you think that this person is someone special to them, they rarely are as close as they make it sound at first.
So our main goal here is to keep the conversation going longer to build up their loyalty to us. Push forward and provide value and subtly point out reasons that they maybe shouldn't trust their current provider as much as they do.
Usually just getting more time with them on the call will dissolve this objection and it won't come up again.
"I have someone who can do it cheaper"
Sure, there are a lot of people out there that could do it cheaper than me and they would probably do an adequate job. Is price the biggest deciding factor for you? (This question will unearth their true priorities and intentions)
Okay, because I could build you a $300 landing page that looks pretty good. The problem is that would just end up costing you $300. What I am proposing instead is an option that doesn't cost you anything, but instead makes you thousands.
This is why my clients are willing to pay me more because I'm not just selling them design. I'm working with them to build a website that sells their services in the most effective way possible.
Now I can't drop my prices to compete with the cheaper guys, but what I can do it throw in a few extras to show you that this is going to be the option that makes you the most money...
Okay, because I could build you a $300 landing page that looks pretty good. The problem is that would just end up costing you $300. What I am proposing instead is an option that doesn't cost you anything, but instead makes you thousands.
This is why my clients are willing to pay me more because I'm not just selling them design. I'm working with them to build a website that sells their services in the most effective way possible.
Now I can't drop my prices to compete with the cheaper guys, but what I can do it throw in a few extras to show you that this is going to be the option that makes you the most money...
Notes:
Take the "high ground" on this one. If you lose the sell because you are too expensive, so be it.
Keep in mind that this also might mean that they don't see the value in your services and so you need to explain it more clearly to help them see the difference between you and the cheaper option.
Take the "high ground" on this one. If you lose the sell because you are too expensive, so be it.
Keep in mind that this also might mean that they don't see the value in your services and so you need to explain it more clearly to help them see the difference between you and the cheaper option.
"I don't feel comfortable paying up front"
That's understandable. What are you most worried about? (This is an honest question that will allow them to truly think about what they are worried about)
I understand your concern. I like to do it this way so we are both invested and committed to one another. You invest 50% of the cost and then we invest 100% of the time before we ask for anything else from you. On top of this, we will have an agreement that protects both of us so you are guaranteed to get our best work. (Smile and headnod to confirm to them that this is true and genuine)
Would it make you feel more comfortable if I showed you the agreement? (this close shows your willingness to compromise and help them through their concern)
I understand your concern. I like to do it this way so we are both invested and committed to one another. You invest 50% of the cost and then we invest 100% of the time before we ask for anything else from you. On top of this, we will have an agreement that protects both of us so you are guaranteed to get our best work. (Smile and headnod to confirm to them that this is true and genuine)
Would it make you feel more comfortable if I showed you the agreement? (this close shows your willingness to compromise and help them through their concern)
Notes:
You will get a lot of these concerns about payment, contracts, etc. Most of these DO NOT require an ACE and in some cases an ACE might even make them feel like you are being sketchy and diverting their attention.
The best way to overcome these types of concerns is to genuinely try to understand their fears and then comfort them.
You will get a lot of these concerns about payment, contracts, etc. Most of these DO NOT require an ACE and in some cases an ACE might even make them feel like you are being sketchy and diverting their attention.
The best way to overcome these types of concerns is to genuinely try to understand their fears and then comfort them.
"I want to talk to other designers/agencies before I make a decision"
No problem, I definitely encourage that! (show confidence that you aren't worried about the competition)
Based on what we have talked about, is there anything else that you are looking for that we might not provide? (This question will catch them off guard as it is super authentic and straight to the point. That's good!)
Sure, well I would love to hop on another call before you make a decision. When can we chat again? (Show initiative. This will make them like and trust you more)
Based on what we have talked about, is there anything else that you are looking for that we might not provide? (This question will catch them off guard as it is super authentic and straight to the point. That's good!)
Sure, well I would love to hop on another call before you make a decision. When can we chat again? (Show initiative. This will make them like and trust you more)
Notes:
This is a hard concern because if we try to pressure them into a quick decision, they will most likely be annoyed and choose someone else.
However, we don't want to become subdued and just sit back and wait for the decision. Be proactive with your follow up and don't be afraid to ask about the other designers/agencies and what makes them appealing to the prospect.
This is a hard concern because if we try to pressure them into a quick decision, they will most likely be annoyed and choose someone else.
However, we don't want to become subdued and just sit back and wait for the decision. Be proactive with your follow up and don't be afraid to ask about the other designers/agencies and what makes them appealing to the prospect.
"We would prefer to work with a bigger agency"
Sure. What are you looking for from a bigger agency? (it's best to get more info on the concern before diving right in)
So you feel like a bigger agency would be able to get you better results, is that right? (repeat their question to clarify that this is their main reason)
That makes sense. Well we certainly aren't a big agency in terms of number of team members or revenue, but I would put the results we get for our clients up against anyone.
The reason we have stayed so small is we prefer to act as an agile, unified, in-house team that really understands your business.
I can confidently say that I will put more personal time and effort into your business than any big agency out there. To prove this, here's what I would be willing to do... (move to the ACE and close)
So you feel like a bigger agency would be able to get you better results, is that right? (repeat their question to clarify that this is their main reason)
That makes sense. Well we certainly aren't a big agency in terms of number of team members or revenue, but I would put the results we get for our clients up against anyone.
The reason we have stayed so small is we prefer to act as an agile, unified, in-house team that really understands your business.
I can confidently say that I will put more personal time and effort into your business than any big agency out there. To prove this, here's what I would be willing to do... (move to the ACE and close)
Notes:
This type of concern can be tricky to navigate and you might need to accept that some prospects just prefer a bigger agency no matter how well you resolve this.
With that said, you need to go at this with the mentality that you are going to "put your money where your mouth is". Be bold and talk to them about the benefits that they will get working with you that they won't find anywhere else.
My favorite way to close this is "so you give me a shot?". This is a really personal way to show them that you want their business and will take care of them at all cost.
This type of concern can be tricky to navigate and you might need to accept that some prospects just prefer a bigger agency no matter how well you resolve this.
With that said, you need to go at this with the mentality that you are going to "put your money where your mouth is". Be bold and talk to them about the benefits that they will get working with you that they won't find anywhere else.
My favorite way to close this is "so you give me a shot?". This is a really personal way to show them that you want their business and will take care of them at all cost.
"You quoted me twice as much as the other designer I am talking to"
Yeah, we are certainly not the cheapest design firm out there, nor would we want to be, right? (smile, laugh and try to get them to reciprocate and agree)
When I bid out a project, I am not just bidding out design at an hourly rate. In order to build you a website that actually generates revenue, we need all hands on deck. So we are not just doing design and development, but we are strategizing with you one-on-one, working over sales copy and messaging, running site audits and building your SEO foundations and more. (Use this as an opportunity to build up ALL the extra work you are doing that others just can't)
With that said, I would rather have you pay double and get a huge return on that investment, than pay half and lose that money to a site that doesn't yield any results, ya know? (Smile, headnod and try to get them to headnod back)
Now if it's price you are worried about, I can't go any lower on the front end as that would make it harder for us to get results. What I can do is throw in some extras to make sure you see that return on your investment... (move to ACE and close)
When I bid out a project, I am not just bidding out design at an hourly rate. In order to build you a website that actually generates revenue, we need all hands on deck. So we are not just doing design and development, but we are strategizing with you one-on-one, working over sales copy and messaging, running site audits and building your SEO foundations and more. (Use this as an opportunity to build up ALL the extra work you are doing that others just can't)
With that said, I would rather have you pay double and get a huge return on that investment, than pay half and lose that money to a site that doesn't yield any results, ya know? (Smile, headnod and try to get them to headnod back)
Now if it's price you are worried about, I can't go any lower on the front end as that would make it harder for us to get results. What I can do is throw in some extras to make sure you see that return on your investment... (move to ACE and close)
Notes:
You are going to be tempted to drop and match price... DON'T!
Dropping price shows that you lack confidence in your pricing and signals that you were in fact overcharging them to begin with which will lose their trust.
Instead, double down on the fact that the value you provide is worth way more than what you are charging and that your service is fall superior to that of the cheaper option.
You are going to be tempted to drop and match price... DON'T!
Dropping price shows that you lack confidence in your pricing and signals that you were in fact overcharging them to begin with which will lose their trust.
Instead, double down on the fact that the value you provide is worth way more than what you are charging and that your service is fall superior to that of the cheaper option.
"We need a new site, but things are just to busy to Worry about it right now."
I know how busy it can be running a business! (validate their concern/feelings)
The good news is we have already done the hardest part! We've met and we know what we need to do to get you a website that will make you some sales.
No I know how crazy things can be and the last things you need is to take on the stress of your website and online marketing. That's the best part about working with my team..! (Maximize)
We will manage everything for you so get this site built quickly so it can be out on the web for people to find you and buy your services. This way you're making more money while worrying less about your online presence.
Now if we could get this site live for you in the next 4 weeks and start making some online sales, would that make it worth it to you? (assumptive close because they have already expressed interest and a need)
The good news is we have already done the hardest part! We've met and we know what we need to do to get you a website that will make you some sales.
No I know how crazy things can be and the last things you need is to take on the stress of your website and online marketing. That's the best part about working with my team..! (Maximize)
We will manage everything for you so get this site built quickly so it can be out on the web for people to find you and buy your services. This way you're making more money while worrying less about your online presence.
Now if we could get this site live for you in the next 4 weeks and start making some online sales, would that make it worth it to you? (assumptive close because they have already expressed interest and a need)
Notes:
These types of concerns are THE BEST because they express their need within the concern. By saying "we need it but..." they are saying we would 100% do it if there wasn't this one concern...
This means that once you solve the concern and put them at ease, you can assume that the sale is a done deal, hence the assumptive close.
I find that more often than not, this is more of a smoke screen and can be resolved by simply reassuring them and then moving forward to close the deal.
These types of concerns are THE BEST because they express their need within the concern. By saying "we need it but..." they are saying we would 100% do it if there wasn't this one concern...
This means that once you solve the concern and put them at ease, you can assume that the sale is a done deal, hence the assumptive close.
I find that more often than not, this is more of a smoke screen and can be resolved by simply reassuring them and then moving forward to close the deal.