How to Handle Customer Objections

Every co-worker is a salesperson whether they are physically selling a product, answering a customer question, or typing an email reply to a client. Your goal is to sell the services and goods of your company to anyone who makes an inquiry. Pollock Orora knows customer transactions are not always smooth, and has the following information to make customer service and sales inquiries end on a positive note.

Learn from the past

Whether you have a mentor helping you through your first sale or you look at past customer transactions for information, relying on past judgment can help tremendously.

Ask for any information other co-workers may have on this client. Read the company’s website. Study their current brands. Know their needs. When you present your services and products to the company by addressing their needs with your solutions, the client will be duly impressed.

Address objections rather than sidestepping them

One of your best tools is to think of all the reasons your client could object to the new product you want to present. You know the product will help, but the client is not willing to listen unless you break down mental barriers. The easiest method to clear those barriers is to address any objections first. For instance, if your product is more expensive than your competitor’s, explain why yours is superior.

Give options

Coming to the table with one product is not as effective as offering 3 products. Clients like options. Define each tier of your product line and emphasize the positive and negative aspects of each. Let the client mull over a choice without pressure. When you allow the client to be in charge of the decision, many concerns cease.


When clients object, never shut them down. Listen carefully to their concerns. Nod. Be empathetic. Give valid reasons for each concern, and if you have no answer, tell your client the truth and assure him or her you will find the answer as quickly as possible.

Clients can tell if you are listening or simply nodding along as they speak. Let them know they have been heard and understood by restating their concerns and addressing each concern. If they have multiple concerns, ask if you can write them down to be sure to answer each one thoroughly.

Reframe objections as opportunities

Listen for cues as to why the client objects to a product or service. Is it too expensive? Does it take too long to implement? Do they not want to go through the process to change what they have now to something better?

Once you have the key, begin unlocking the doors. Offer to help your client through the process of implementing their new product, rather it’s through resources they can access or by walking them through the steps. Break down all the barriers to help the client realize not only is your product the best on the market, your service is as well.

Learn more valuable customer service and sales tips from Pollock Orora by reading our blog.