LL - Outbound Sales - Handling customer's rebuttal (objections)
Overcoming Objections - rebuttals
A rebuttal in a sales conversation is the act of redirecting the customer's objection to the sale and providing them with enough information to make a decision they are comfortable with. Objections are a common aspect of any sales process, but how you handle them is what counts.
**Remember, we can't help the customer meet their goal, if they don't use the product long enough, or consistently. Customers who get results - and they WILL if they do this — are repeat customers!" **
Overcome the Objection:
1. Find out WHAT their areas of concern are – and use their WHY (goal) to build value.
Key questions to ask:
- What made you purchase product A?
- What are your areas of concern?
- What’s up, what’s on your mind?
2. Then apply a rebuttal to encourage them to purchase (or continue using the product), so we can continue to help them meet their health goals, or suggest an alternate product that may meet their needs.
Don’t forget:
- Ask lots them lots of questions about themselves and call them by their name 2-3 times.
- Listen/Talk/Create Trust.
- Create urgency: “This is a phone only price”, “I don’t want you to miss out”, "Dr R authorized this special bundle price if we can ship it all together"
- Appeal to their budget: I can apply my coach/employee discount so you get 30% instead of 20%
- Remind them of the 365 try it with no worries or risk guarantee.
- Call to action: (ASK FOR THE ORDER) "Can I get this added to your order?"
The most common customer objections are:
1. Not Interested: This is a general "no" from the customer. The key is to understand WHY they aren't interested. Is it the price? Trust in the company? Lack of perceived need?
Rebuttal: "Dr. Rosenberg and our team genuinely want you to achieve the best results. While the product you ordered works on its own, (PRODUCT B) beautifully complements (PRODUCT A). In fact, 40% of our customers who use (PRODUCT A) also try (PRODUCT B) together.
You won't be able to get this special BUNDLE PRICE if you purchase it through the website later. That's why I don't want you to miss out on this 20% discount now. Plus, it comes with our 1-year money-back guarantee, so you can try it without any obligation. If it doesn't work for you, we'll refund you in full—but it will!
There's nothing to lose and so much to gain. I really want to help you out, so I'm happy to apply my coach discount for you on top of this—it's my employee discount, and I can use it once daily. Luckily, I haven't used it yet today. It will give you 30% off instead of 20%. How does that sound?"
2. Not Ready: “I’m not ready to buy anything else”
Rebuttal: “I understand that but the thing is our phone offers are seriously discounted so at least consider this because (as I said) 40% of those that purchase (PRODUCT A) go on to purchase (PRODUCT B) at the higher website price.
In order to get these deep discounts one usually has to wait months for a follow-up call from us. Dr, Rosenberg has authorized me to expedite the discount for you today, since I reached you.
As an example on the website it is listed for $49.95 per bottle and I’m offering it to you at $xxx per bottle. A ___% discount.
I could also offer you more of the same product for additional __$__but this gives you an opportunity to try another product that works so well with (PRODUCT A).
This will DESCRIBE what it will do: All of our products are designed to work as described in the video when used by them self, so no worries but these 2 in-particular work even better IN COMBINATION.
If you would like to try 1 bottle now I can reserve this discounted price in case you decide to order more later.
I can either offer you 3 more months of (PRODUCT A) at a ___% discount but you already have X months worth so why not try another product that goes hand in hand now instead of the website price, plus with our 1 year money back guarantee you are well protected, so you can try it without any obligation or worry.
OK?I
3. Price Objection:"Your product is very expensive. This isn’t the right price for me."
Rebuttal:"I understand that price is a concern. Unfortunately, you won't be able to get this special BUNDLE PRICE if you purchase it through the website later. That's why I don’t want you to miss out on this 20% discount now. Plus, it comes with our 1-year money-back guarantee, so you can try it without any obligation. If it doesn't work for you, we'll refund you in full—but it will!
I really want to help you out, so I'm happy to apply my coach discount for you on top of this—it's my employee discount, and I can use it once daily. Luckily, I haven't used it yet today. It will give you 30% off instead of 20%. How does that sound?"
4. Need Objection: "I'm not sure your product has the features I’m looking for."
Rebuttal:"To better understand your needs, may I ask what specific features you're looking for? Are you aiming to renew your skin by getting rid of dark spots? Tighten your skin around your cheeks? Or perhaps a little bit of everything?
Once I know your main concerns, I can recommend the best combination of our products to help you achieve your goals. For example, if you're focusing on skin elasticity, combining REA with products like TPS, CES, and CNS can provide comprehensive results.
Again, you won't be able to get this special BUNDLE PRICE if you purchase it through the website later. That's why I don’t want you to miss out on this 20% discount now, plus it comes with our 1-year money-back guarantee. You can try it without any obligation, and we'll refund you in full if it doesn't work for you—but it will!
I'm happy to apply my coach discount for you on top of this—it's my employee discount, and I can use it once daily. Luckily, I haven't used it yet today. It will give you 30% off instead of 20%. How does that sound?"
5. Trust Objection: "I don't know enough about you or your company."
Rebuttal: "I completely understand where you're coming from. Let me put your mind at ease. We offer a 365-day refund guarantee, so you can try our product without any risk. If you’re not happy with your results, simply notify us up to one full year after purchase, and we’ll refund you in full.
You can also check out our reviews on our website, BBB page, and social media. For added security, you can call us back at the call center number or email our customer support team at mail@suncoastsciences.com to verify my credentials.
When you place an order, the charge will appear on your bank statement from suncoastsciences.com, our official website. Additionally, you have 90 days to dispute a charge with your bank if the product never arrives—just call your bank.
Does this help address your concerns?"
6. Stalling Objection:"Give me some time to decide."
Rebuttal:"I understand that it may not be good timing for you. Unfortunately, you won't be able to get this special BUNDLE PRICE if you purchase it through the website later. That's why I don’t want you to miss out on this 20% discount now, plus it comes with our 1-year money-back guarantee. You can try it without any obligation, and we'll refund you in full if it doesn't work for you—but it will!
I really want to help you out, so I'm happy to apply my coach discount for you on top of this—it's my employee discount, and I can use it once daily. Luckily, I haven't used it yet today. It will give you 30% off instead of 20%. How does that sound?"
7. Objection: “Why do I need to purchase another product if this one works?”
Rebuttal: “Great question! All of our products are designed to work as described in the video when used by them self, no worries there. However, over time we’ve noticed that a few of them work even better in combination. Dr. R has worked very hard to put together a line of products that pair well together.
In fact, about 40% of customers who purchased (PRODUCT A) with (UPSELL) reported they got even better results than when they used (PRODUCT A) by itself. That is why I don’t want you to miss out on this special offer.”
8. Objection: “I don’t want to give you my card over the phone - I don’t know you”
Rebuttal: "I can understand why you might be skeptical, we hear that alot”..
(this is a TRUST issue - try to go back to talking about their goals, then LISTEN and RespOND to anything personal they say. Being interested in them, conversating and building rapport is the BEST way to overcome almost ANY objection - SELL YOURSELF!)
- You wouldn’t be able to get this special promo rate if you purchase through the website - it is a phone only offer.
- I’m happy to give you my phone number so you can call me back if that will help
9. Objection: “ Not sure how to use the product/can't remember to take it”
Rebuttal: "I'm happy to go over the usage instructions and give you guidance." - see product usage
10. Objection: “I am busy right now”
Rebuttal: “I completely understand, and I dont want to waste your time. Just give me 2 minutes and I can tell you about our product/offer or if you can give me your email I'll send it you to give you more information, how does that sound?
11. Why Are You Calling Me?(UPSELL OFFER)
Rebuttal: "Dr. Rosenberg asked me to call and thank you for your recent order and let you know that we also have another product that beautifully complements the product that you just bought."
12. Why Are You Calling Me? (Declined order call)
Rebuttal: "I am calling because we received your order but it declined / did not go through. I am here to help you get it processed again correctly and give you the best offer."
By preparing for these objections, you’ll be more confident when a customer brings one up. Remember, objections or hesitations are normal for anyone about to make a purchase. The customer is uncertain about making a change and needs reassurance.
The best approach is to direct their focus back to the larger context of the purchase. Restating the clear and logical reasons to buy helps stabilize their emotions. Your response should reframe the objection, helping the customer understand the bigger picture. Highlight benefits that outweigh any concerns, or provide additional information to counter their objections.
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