Handling objections is an important stage of any sales strategy. Objections may arise at different stages of the transaction, when the client encounters obstacles or doubts that prevent him from purchasing a product or service. By dealing with different types of objections, the seller can effectively continue the dialogue and eliminate the reasons for the buyer's doubts.
In this article, we will consider one of the common types of objections - "No time". The process of working with this objection can be divided into two stages. Let's consider each of them in more detail
First contact
Imagine that you called a client, started a conversation, and he immediately expressed his reluctance to communicate. To determine whether this is an excuse or the client really does not have time, it is important to pay attention to his intonation, situation and behavior. Let's look at several examples of responses to the objection "No time".
1.When the client is really busy:
Technique: Suggest another convenient time.
Situation: The client is telling the truth and is unable to communicate at this very moment. This may be obvious from the circumstances of the conversation, intonation, background sounds.
Sample answer: “I understand that it’s inconvenient now. When would be a good time to talk?”
- When the client does not want to communicate:
Technique: Working with emotions.
Situation: The client says that he doesn’t have time, but his intonation shows that he is irritated or not interested in dialogue.
Sample answer: “In fact, this offer can save you over 300,000 rubles every month.”
When making a proposal:
This stage is a continuation of the dialogue. The client has not finished the conversation, but continues to look for reasons or explanations. To successfully overcome the objection
1. “No time”, it is important to distinguish between true and hidden objections
- True Objections: Technique: Ask questions to discover the root cause.
Situation: The client directly states the reason for his doubts or refusal.
Example question: “If you don’t have time, but you are interested in the offer, what specific points make you doubtful?” - Hidden Objections: Technique: Using a psychological approach.
Situation: The client does not voice the reasons, but may be uninterested or shy.
Sample answer: “This product is a limited edition that will only be suitable for a limited number of customers, and I believe it is perfect for you.”
Taking these techniques into account, a salesperson can successfully handle the “No time” objection and continue a productive dialogue with the client.
- No time = No information about value
Option 1: Situation: The client reports a lack of time, but knows nothing about the benefits of the goods/services or about the company you represent. The client probably does not want to waste time on something that he or she thinks may be uninteresting, and believes that if he or she asks for it, he or she can find the information on their own. Your task is to present the value of the offer to the client. The following two techniques are used for this.
Technique 1: “For this very reason”
The point: Highlights your understanding of customer value and meeting their needs.
Example phrases: “That’s exactly why I contacted you – to provide you with a personalized offer without taking up any extra time.”, “That’s exactly why I’m calling – to set up a time that works for you. Can you let me know when you’re available next week?”, “Efficient time management can improve your customer retention rate and overall results. That’s something I’d like to talk to you about in person.”
Technique 2: “On the customer’s path”
The point: Express empathy, share similar experiences and examples to show that you have been in a similar situation.
Examples of phrases: “I understand perfectly well that you have no time to do this at the moment, or you don’t even want to pay attention to it. At one time, I didn’t understand the importance of cryptocurrencies either, but after delving deeper into the study and studying the materials, I realized that the time spent paid off. I can save your time, and I will tell you about it much faster.”
- No time = No value for the customer
Situation: The client states that he is busy, not even knowing the advantages of your offer and company. He thinks that he will waste his time, because he does not see the benefit in your offer, and thinks that if necessary he can always get the information himself. However, there are two effective methods that will help you convey the value of the offer to the client.
Technique 1: “For this very reason” This technique consists of emphasizing that your offer is truly beneficial to the client and meets his interests.
Examples of phrases: “That’s exactly why I contacted you – to provide you with a personalized offer without taking up too much of your time.”, “That’s exactly why I’m calling – to arrange our conversation at a time that’s convenient for you. Can you tell me when it would be convenient for you to discuss this?”
Technique 2: “On the Customer’s Journey” The essence of this technique is to express understanding and empathy by sharing your own similar experience to demonstrate that you have been in a similar situation.
Examples of phrases: “I understand that it’s hard for you to find time for this conversation. I, too, once doubted the importance of cryptocurrencies, but after studying them in depth, I realized how valuable they are. I’m ready to save you time by telling you about it quickly and specifically.”
Preparing to Overcome the Objection in Advance This objection usually comes up early in the conversation, making it difficult to actively counter it in advance. However, there are several approaches that can reduce the likelihood of it arising.
Key principles for handling objections
First of all, it is important to follow the general principles of handling objections. So, what methods can help prevent the “no time” objection before it arises?
- Choosing a convenient time for contact. Based on statistics, the most favorable time for calls is from 10:00 to 12:00 and from 14:00 to 17:00, taking into account the time zone.
- Use an attractive greeting. Add a phrase that will attract attention and immediately clarify the possibility of holding a call at a time convenient for the client. If the client is interested, he may be ready to discuss the issue even at the time of the call.
- Emphasize the small amount of time up front. Emphasize that your goal is to save the client's time, for example: "I won't take up much of your time, it will only take me 2 minutes to set up an appointment."
- Work on the causes of objections. Constantly improve your products, services or company. This can reduce the number of objections in general.
- Use anticipation techniques. In conversation, point out to the customer an objection that he or she might raise: “I’m calling to offer you a special promotion. I understand that you may have limited time, but the promotion is time-limited. Can I have 2 minutes to tell you about it?”
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In conclusion, overcoming the objection “No time” is not only a sales stage, but also an art of communication. The main rules for working with this objection are the following:
- Refusing contact does not mean a final refusal;
- Dealing with real objections, not excuses;
- If you fail, change your approach. Repeating the same information will not lead to success;
- Listen carefully to your customers, even details can reveal the true reasons for refusal.
More about methods of handling objections
Option 1
This method can be called “Turning an objection into an advantage.” Here we organize the dialogue in such a way that we emphasize the inaccessibility of our time and the high status of attention. At the same time, the understanding that our time is valuable is transmitted to the client. It looks something like this:
- I don't have time.
- Me too. Unfortunately, I can only spare you 5 minutes. After all, I have to communicate with a large number of clients.
Option 2
The second option is simple and ideal for cold calling. Here we do not put the client in a dead end, but offer to clarify a suitable time for the conversation. However, it is important not to overuse this tactic, since the reasons for “no time” may not always be open:
— Please indicate when it would be convenient for you to discuss our information, when we can call you back?
Option 3
In this version, we use the “Boomerang” method, supplementing the client’s words and returning them. We do not ask again, but only supplement it. The phrase “that is why” comes in handy here:
- That is why my call is to formulate the best offer, saving your time.
Option 4
This method can be described as “Understanding – Thought – Understood”. Here we argue the client’s doubts based on our experience, understanding and change of opinion. This helps to penetrate into his position and convince:
— I understand how important time is. I used to think that it wasn’t that important. However, after studying the issue more deeply, I realized that it brings great benefits.
Option 5
Here we use the “Just a reminder” method, deceiving the client with a trick while reminding them of the benefits. It is important not to turn this into manipulation, but to emphasize the limited nature of the offer:
- I understand. I just want to remind you that the promotion is limited in quantity and time. We can submit your application, and our manager will answer your questions.
Option 6
The last method is a classic, suggested by Stephen Schiffman, an expert in cold calling. We share the experience of clients who initially had the same doubts. But then they realized the benefit of our offer:
— Our clients initially thought it wasn't worth their time. However, after learning the details, they became our satisfied clients.
Conclusion
In conclusion, effectively handling the “No Time” objection not only contributes to successful sales, but is also a key element in communication mastery. From the very beginning of the conversation, preparation and a strategic approach have an important impact on minimizing this objection. Using tactics such as choosing a convenient time to call, an attractive greeting specifying the time of the call, and an emphasis on saving the client’s time help create a positive impression and reduce the likelihood of refusal.
Additionally, a deep understanding of customers and careful listening to their reactions allow you to identify the real reasons for objections and tune in to effective interaction. Anticipation techniques, introducing interesting details and working on improving products or services create the basis for successfully working through the “No time” objection.
Finally, it is worth remembering that refusal of contact is not a final refusal, but only a challenge for a deeper and more constructive dialogue. Flexibility in approach and adaptation to the client's needs are important components of successful interaction. Given the correct methodology and work techniques, overcoming the objection "No time" can become one of the key moments in achieving the set goals and developing effective communication skills.
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