How do you handle objections during a sales call?
Theme: Sales Techniques Role: Sales Development Representative Function: Sales
Interview Question for Sales Development Representative: See sample answers, motivations & red flags for this common interview question. About Sales Development Representative: Generates and qualifies leads for the sales team. This role falls within the Sales function of a firm. See other interview questions & further information for this role here
Sample Answer
Example response for question delving into Sales Techniques with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence
- Preparation: Before making a sales call, I thoroughly research the prospect's business, industry, and pain points. This allows me to anticipate objections and prepare relevant responses
- Active Listening: During the call, I actively listen to the prospect's objections without interrupting. This helps me understand their concerns and gather more information
- Empathy & Understanding: I empathize with the prospect's objections and show understanding of their perspective. This helps build rapport and trust
- Clarification: I ask open-ended questions to clarify the prospect's objections and gather more specific details. This allows me to address their concerns more effectively
- Addressing Objections: I address objections by highlighting the benefits and value of our product or service. I provide relevant examples, case studies, or testimonials to support my response
- Problem-Solving: I focus on problem-solving rather than arguing or pushing the prospect. I offer alternative solutions or workarounds to address their objections
- Handling Price Objections: If the objection is related to price, I emphasize the return on investment and long-term benefits our product or service offers. I may also offer flexible payment options or discounts if appropriate
- Closing the Loop: Once I have addressed the objection, I confirm with the prospect if they are satisfied with the response or if there are any remaining concerns. This ensures that all objections are fully resolved
- Taking Notes: Throughout the call, I take detailed notes of the objections raised and the responses provided. This helps me track patterns, improve my objection handling skills, and share feedback with the team
Underlying Motivations
What the Interviewer is trying to find out about you and your experiences through this question
- Communication skills: Assessing how well you can effectively address objections and communicate with potential customers
- Problem-solving abilities: Evaluating your ability to identify and overcome objections to close a sale
- Resilience & persistence: Determining your capacity to handle objections without getting discouraged or giving up
- Product knowledge: Checking if you can provide accurate information and address objections related to the product or service being sold
Potential Minefields
How to avoid some common minefields when answering this question in order to not raise any red flags
- Lack of preparation: Not having a clear understanding of common objections and how to address them effectively
- Defensiveness: Reacting negatively or becoming defensive when faced with objections
- Lack of empathy: Failing to listen and understand the customer's concerns or needs
- Inability to think on your feet: Struggling to provide thoughtful and persuasive responses in real-time
- Aggressiveness: Coming across as pushy or confrontational when handling objections
- Lack of confidence: Displaying uncertainty or hesitation when addressing objections
- Ignoring objections: Disregarding or dismissing objections instead of addressing them head-on
- Inability to provide solutions: Failing to offer viable solutions or alternatives to overcome objections
- Poor communication skills: Difficulty in articulating thoughts clearly and concisely during objection handling
- Lack of product knowledge: Not being well-versed in the features, benefits, and value proposition of the product or service being sold