Uncovering the Hidden Objection

If you have ever heard this statement from current or past customers you have called: "We don’t need anything today" or "We have plenty, thanks," there may be a HIDDEN objection you aren’t aware of. You KNOW they are using consumable products, but haven’t bought from you in six or eight months. What do you do?

One answer you can give after hearing "We have plenty," or "We don’t need anything today" is to FIRST use a "cushion statement" like "I understand," and then ask:

"When will you need to order again?"

If you hear a vague answer or the prospect says:

"I’ll call you when I need something," (in other words, "don’t call me, I’ll call you,") then try this positive statement:

"I see. (Use customer’s name here) last year we had the opportunity to supply you with your ________________(the product they bought from you). I’d like to ask a couple of questions and share some ideas so you can decide whether it would be worth your while to take another look at what we could do for you. Okay?"

At this point, the customer will either:

1. Agree to listen and have a conversation with you,
2. Tell you why they have been buying elsewhere, or
3. Try to put you off.

Numbers 1 and 2 are what you want. If, however, they put you off again, the following statement will almost always give you the information you need:

"Mr. Customer (use his/her name) I know that not every company is perfect in every way. If there is anything about our products or service we can change or improve in order to earn your business, I hope you will let me know. I really want to know, because I" ("value our relationship") or "I don’t want to lose your business."

THEN DON’T SAY A WORD until the customer speaks!!

98 percent of the time, after saying this and staying SILENT until after the customer speaks, you will hear the REAL reason why the customer stopped buying from you.

About the Author

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