#43 Mastering Customer Objections
Welcome to the next podcast with Oleksiy.
Today is topic :
"Mastering Customer Objections"
today, we’re diving into one of the greatest sales skills you can develop: handling customer objections, complaints, and stalls with confidence and ease.
If you’ve ever worked in sales, you know that customers don’t always walk in ready to buy. In fact, they often come in with hesitation, uncertainty, and even a little skepticism. But here’s the truth: these objections are not roadblocks; they are opportunities. And today, I’m going to teach you how to turn those objections into trust-building moments that lead to more sales.
Let’s get started!
Step 1: Understand the Customer’s Mindset
Think about it—when someone walks into your store or engages with you, they are stepping into unfamiliar territory. Unless they are a regular customer, they are likely to be a little guarded. That’s just human nature.
Here’s a great analogy: having a customer in your store is like inviting someone into your home. You wouldn’t just rush them to sit down and eat without making them feel comfortable first, right? Instead, you greet them warmly, introduce yourself, and create a welcoming atmosphere. The same principle applies in sales.
Customers come in with their own set of fears:
Fear of making a bad decision.
Fear of being pressured into buying something they don’t need.
Fear of wasting their time.
Fear of financial insecurity.
Fear of feeling obligated.
Your job? Identify these fears and address them before they become barriers to the sale.
Step 2: Master the Greeting
It sounds simple, but the greeting is one of the most powerful tools in sales. Have you ever noticed how many businesses fail to greet customers properly? Try it—walk into different businesses today and count how many people genuinely acknowledge you.
A great greeting puts the buyer at ease. But even with a friendly approach, you will often hear responses like:
“I’m just looking.”
“I’m not buying today.”
“I don’t need any help.”
Don’t take these personally! These are just automatic defense mechanisms customers use. The key is to acknowledge and redirect the conversation without making them feel pressured.
For example:
If they say, “I’m just looking,” you can respond with: “Great! That’s what we’re here for. Let me know if you need any recommendations.”
If they say, “I’m not buying today,” you can say: “That’s totally fine! Let’s just explore some options together.”
By keeping the conversation open and friendly, you lower their guard and create a space for real engagement.
Step 3:
People buy from those they trust. To build trust, you must find common ground. Ask questions that help you understand their needs. Try these simple yet effective openers:
“What brings you in today?”
“Are you looking for something specific or just browsing?”
“What’s the most important thing for you in a product like this?”
These questions show you care about their needs, not just making a sale. They also help you navigate the conversation in a way that feels natural.
Step 4: Address and Overcome Objections
Now that you’ve put the customer at ease and built some rapport, it’s time to address objections head-on. Here’s a simple framework to handle objections:
Acknowledge – Validate their concern.
Reassure – Let them know their concern is common.
Redirect – Provide helpful information that eases their fear.
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https://www.investcapitalrealestate.comOleksiy Ihnatenkov
