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Stephan Scfiffman says there are four steps to an ideal selling process: Qualify/Open, Information, Presentation, and Close. After the initial greeting and qualifying step you reach a critical point where the prospect is likely try to drop out of the conversation. If you can turn that around you reach the information-gathering phase after which you may again encounter another critical point before the presentation stage where you recommend your product or service.

So how do you turn the response (e.g. not interested) at the critical point around? For a start learn from your experiences. The first time you are faced with a new objection it is understandable if you are not to sure how to respond; however take note of the point the prospect raised and later after your calls, work out the best way to respond to that sort of objection.


I recommend you make a list of common objections and have prepared responses for them. Ask other sales people what they say or do when the objection is raised. Ask your colleagues, your sales manager and get a range of ways to respond. Then try them out and see which are more successful at turning the call around. Remember you can practice your script, practice responding to objections.

How do you keep track of the objections you encounter? Some people write the common objections on queue cards, flip charts or use an online knowledge base objection handler solution such as Acarda’s service ( What is your system? Can you give us an example of an objection you encounter and how you respond to it?