Lead Generation Sales Objections & Rebuttals

Sales reps that handle sales prospecting hear many different objections throughout. When cold
calling, emailing, and canvassing, many leads will be ready to get you off the phone before they
even know what it is you offer. Most objections you'll hear will come from irritated leads, those
who lack the time or reason to speak with you, or who have little understanding. Below are the
most common objections you’ll hear during lead generation, and the best ways to answer them.

1. “Not Interested”

Sales Objection Type: Irritation

Sales reps often hear the objection “not interested” when they’re cold calling. It often comes
early in the call before the rep has even had a chance to make their elevator pitch — as soon as
the irritated lead smells a sales call.

Example Sales Rebuttals

To diffuse this irritation, first tell them you understand they’re likely annoyed that they’re
receiving calls when they’re busy, then ask for a minute to explain why you’re calling. If this
objection came after your pitch, ask what they find uninteresting so you can be targeted and
reverse that feeling.

Here are some ways cold calling reps can respond to the “not interested” objection:

 “I understand you’re pressed on time. Can I get one minute to explain why I’m calling?”
 “Totally understand. Neither was {Lead’s Relevant Competitor} until they heard my
30-second pitch. I know you’re likely busy; would you allow me the privilege
regardless?”
 “What aren’t you interested in?”

This is a tough objection to overcome, but with a polite understanding and a request for
permission to pitch, you can spark just enough curiosity and favor in the lead to influence them
to give you the green light.

2. "Where’d You Get My Information?"

Sales Objection Type: Irritation

It’s often an underlying frustration with cold callers and emailers that fuels the aggressive
objection of “Where’d you get my info?” Leads are expressing that they don’t know you and
didn’t ask to be contacted by you. Other times, you’ll encounter this when following up with an
inbound lead who simply forgot they’d submitted an online form and gave you the information.

Example Sales Rebuttals

The best remedy is an honest answer to their question, followed by a hint at your value
proposition. This will set them at ease and pique their interest. On the other hand, if the lead has
given you their contact information in an opt-in form, simply remind them and ask about their
experience with the lead magnet, thereby getting rid of their lack of knowledge and forming
rapport.

Here are some rebuttals for the “Where’d you get my information” sales objection:

 “Your number came up on a list of businesses that could benefit from {Value
Proposition}.”
 “I did some online research for people in the X market and came across your phone
number/email.”
 “When you signed up for X, you gave us your contact information. Has X been helpful?”

If you purchased the information, use the first rebuttal. Note that while it’s still honest, it sounds
a lot better than saying “I bought a list of leads.” A little creativity can make your honest
rebuttals more palatable to the lead. And it’s better than lying, which, although potentially
effective in the short run, can turn from a harmless, rarely used tactic into a character damaging
habit — not to mention financially damaging when a prospect or customer finds out.

3. "Why Are You Calling Me?"

Sales Objection Type: Irritation

If a lead asks why you’re calling them, it’s likely because they’re annoyed and don’t want to talk
to someone trying to sell them something. They also likely feel like they’re part of an
indiscriminate list of names.

Example Sales Rebuttals

To alleviate this irritation, make the lead understand that you’re not just calling them on a whim,
but are specifically interested in talking to them because they fit your target audience’s profile in
some way. This can make them feel like you might actually have something they’ll find
valuable. For example, mentioning a common pain point held by other people similar to the lead
is always a good way to win their favor, even if they don’t have that exact pain point.

Here are some rebuttals to this common cold calling sales objection:

 “A lot of {Lead’s Descriptor — e.g., VPs of finance, men from coastal regions} have
been coming to us lately saying they’re {Relevant Pain Point}, so, I came across your
information and thought I’d check to see if we can help you in that area.”
 “We thought you may be interested in improving your X because you {Reason They’re a
Good Fit}.”
  “We’re contacting certain people in the X industry to get in touch about their current Y
solution.”

After hearing your rebuttal, the lead will think of you as a problem-solver instead of a spammer.
And even if they say they don’t have the aforementioned pain point or process, you can ask
about another common one, increasing your chances of winning their interest.

4. "I Don’t Have Time"

Sales Objection Type: Time

Sometimes when contacting a lead for the first time, they’ll tell you they don’t have time to
speak with you or learn about your offer. Bad timing is likely causing this reaction. Perhaps
they’re busy at the moment you cold called. However, it could also be a matter of priority. They
might think talking to you is less important than doing their work or scrolling through LinkedIn.

Example Sales Rebuttals

To overcome this objection, tell the lead you understand they can’t talk right now, and then ask
for a different time frame when they might be more available. This takes care of the timing issue.
To also attend to any priority problems, consider hinting at your value proposition so they know
why they should make time for you.

Here are some example rebuttals for the “I don’t have time” sales objection:

 “I understand you’re busy right now. Could I give you another call around the same time
tomorrow? I have an idea about how to help your business {Value Proposition}, and it’ll
take just five minutes to share.”
 “Alright, you can’t talk now. Is there a better time this week for me to call? I’d love to
tell you about how we can help you {Value Proposition}.”
 “Sounds like you have a lot on your plate at the moment. Is there a time frame I could
circle back when you have a more open schedule?"

Respecting their time and finding another day to connect is the most effective solution to this
problem. The lead should appreciate your approach and accept it, now that they know you’re
considerate and easy to work with. In the meantime, consider emailing them some short,
informative content to learn more about your solution. That way, when you call back, they could
be more interested in spending their time talking with you.
5. "Can’t You Just Send Me Something?"

Sales Objection Type: Time

This objection is most common during cold calls and is usually due to a lack of time to hear your
pitch. The lead is asking you to send something in an effort to get you off the phone, or, in some
instances, to actually learn about your solution — that is, on their own time.

Example Sales Rebuttals

Whether it’s a lack of time, or irritation masquerading as it, the best approach to overcoming this
objection is asking what the lead wants to learn more about, agreeing to email some resources to
them, and lastly, scheduling time for you to call back and hear their thoughts about the resource.
This should get you another meeting on the calendar.

Here are three rebuttals for dealing with this objection:

 “Yeah, sure! Is there something specific you’d like to learn more about?”
 “We can definitely send you our product info. Is there a good time to call you back once
you’ve had time to read through it?”
 “Sure thing, I have a case study about how a company similar to yours saw {Benefit}
from our solution. How about I send that over and call you back on {Three Business
Days From Now} to hear your thoughts?”

If the lead says a noncommittal “sure” when you ask to call them back, try to make this meeting
more of a sure thing. Say, “Great, do you have your calendar open?” They will usually respond
with “yes” or “one second.” Then you can find a time with them that works for the call, get them
to verbally commit to it, and send over the calendar invite after they’ve hung up. This will make
it more difficult for them to dodge you, as they’d feel guilty of breaking a commitment.

6. "I’m Not the One Making Purchasing Decisions"

Sales Objection Type: Priority

Sometimes you end up pitching to somebody who isn’t a decision maker — this especially
happens on cold calls — and they let you know that they can’t personally choose whether to
purchase your product. They have to talk to someone else, and perhaps are hesitant to start that
conversation with a higher-up because they don’t yet see your product as necessary, and so they
don’t want to waste their manager’s time.

Example Sales Rebuttals

The goal here is to get on the phone with a decision maker, or at least figure out how to do so.
Ask the person who is in charge of these decisions and ask if they’ll connect you with them. If
they don’t want to, you’re going to have to sell them a bit harder. Focus on how it’ll benefit both
their manager and them. If it was a property manager, you might say it’ll help you do move-out
inspections more quickly, and it’ll help the VP double the buildings they manage this year.

Here are some responses you can use to overcome this objection:

 “Well, thank you for listening to my spiel even though you didn’t have to. Are you able
to connect me with the person who makes the purchasing decisions real quick?”
 “Understood, thanks for hearing me out anyway. Who makes those decisions? Would I
be able to get their number or email?”
 “Okay, would you happen to know who’s in charge of {Ideal Lead’s Responsibility —
e.g., managing the marketing team}? I have an idea for helping them {Higher Up’s
Need}, which will also help you {Influncer’s Need}.”

Even though this person isn’t the decision maker, you should still be friendly and valuable to
them. If you win them over with your charm and promises, they might just put in a good word
about you and your offer to the decision maker when they decide to go ahead and facilitate the
connection.

7. "I Don’t Understand the Product"

Sales Objection Type: Lack of Knowledge

When you hear this objection, you have to fill in the lead’s limited understanding. The lead
obviously missed something important, either during a pitch, presentation, or their own research.
They therefore desire further explanation.

Example Sales Rebuttals

To overcome this objection, first figure out exactly what they want to know more about. Is it the
whole product or a specific feature? Then, explain the product or feature in a different way than
the first time. Tell them what it is and what it’s designed to do in clear language. Also, consider
sharing use cases to help them visualize how they’d use it.

Below are some rebuttals for overcoming the “I don’t understand” objection:

 “Perhaps I was unclear. My apologies. What exactly is it that’s confusing you?”

 “Do you have any specific questions about what the product does?”
 “Our product is an X, designed to do Y. For example, many customers use it to {Use
Case}. Does that clear things up?”

After you’ve delivered your rebuttal, it’s important to make sure you’ve bridged the gap in
knowledge. So ask them if they need any more explanations or have any other questions before
moving forward. Once bridged, your relationship should be stronger, having had to struggle
together in the cooperative pursuit of forging an understanding.

8. "I Already Have a Provider"

Sales Objection Type: Lack of Knowledge

During a cold call or sales call, your lead may express that they already get something similar
from another provider. This could be due to a lack of awareness. Sometimes you’ll find that the
lead’s provider actually serves a different need than your product or service, and the lead is just
unclear about the difference. On the other hand, they might actually have someone doing it for
them — a trickier type of objection to overcome, but doable.

Example Sales Rebuttals

To deal with this objection, first gather a bit more information, as opposed to immediately
countering what they’re saying. Once you know what you’re up against, you can give your
unique selling proposition and more information that elevates your business above their current
provider and fills the lead’s lack of knowledge. If you find that they’re just confused about how
you fill a different need than their current provider, explain the difference.

Here are some ways to rebut this objection:

 “Who is your current provider? Why’d you pick them?”

 “When was the last time you switched providers? What made you switch?”
 “A lot of clients got us mixed up with them at first, but our solution’s actually meant to
work alongside a tool like theirs. While they take a mile-wide, inch-deep approach, our
tool is 100% focused on helping you {Focus Area}. We also offer integrations with
{Lead's Provider}.”

The result should be a lead curious to learn more about your solution and why it’s better than, or
complementary to, their current provider.
9. "I’m Not Comfortable Giving More Information"

Sales Objection Type: Lack of Knowledge

Salespeople are encouraged to get every form of contact possible from their leads during cold
calls. Sometimes this makes leads uncomfortable, and, because of a lack of know-how about
your intentions, they object.

Example Sales Rebuttals

To overcome their hesitation, acknowledge their concern and tell them what you’ll do with the
info and why it will benefit them. This is meant to put the lead at ease by engendering in them
feelings of self-interest, or even empathy. If they see that collecting their data will help them, or
businesses like them, they’ll be more understanding.

Here are some ways to overcome this objection:

 “I understand that you’re hesitant to provide more information, but we can save you a lot
of time on the phone if we’re able to email you more info to read at your leisure.”
 “I know you probably get a lot of spam phone calls, but if you give us your number, we
can make an appointment so that you know exactly when we’re going to call.”
 “Totally understand. I will say this though: we often send giveaways and discounts to our
email list, sometimes up to {Giveaway Example — e.g., 25 % off a purchase}. That’s
why I ask.”

If they comply, continue on with your sales conversation. If they push back, and you don’t need
the piece of contact information, feel free to forget about it. That way you can move forward
with your sales tactics without their confusion bubbling into irritation. Either way, the lead
should feel like they can trust you after receiving one of the above rebuttals.

Lead Nurturing Sales Objections & Rebuttals

Lead nurturing involves a lot of relationship building and guidance from a sales rep, so many
common sales objections pop up during this process. The objections you might hear in this stage
are around priority and lack of knowledge about the value of your product or service. When
nurturing leads, you can solve many of the objections with some product information or with
questions that help you learn more about the lead’s interest level and pain points.
10. "I’m Not Ready to Buy"

Sales Objection Type: Priority

When a lead says they aren’t ready to buy, it’s often because they don’t prioritize the purchase.
There’s likely something else they’d rather be spending their money or time on, whether that’s a
competing investment or some internal project.

Example Sales Rebuttals

In this case, you first need to figure out why the lead is dragging their feet on this venture. After
you’ve figured out what they’re prioritizing, or why they think they can wait, create a sense of
urgency that inspires them to move this project up on their list of things to do. Mention an
opportunity they’re missing or a way they’ll benefit from planting the seed now.

Here are some ways to get past the “I’m not ready to buy” objection:

 “I understand you aren’t looking to purchase yet. Could I ask what it is you’re waiting for
in order to make a purchase?”
 “Wouldn’t a boost in X help you more if you are able to start it sooner?”
 “If you’re going to seize the {Market Opportunity}, it’d be best to start as soon as
possible, before it’s too late.”

It can also help to paint a clear picture of what would happen if they bought this product sooner
rather than later. For instance, you could explain how their business would look in one year if
they had your product today. This future vision could get them excited about buying your
solution.

11. "I Don’t Have the Money Right Now"

Sales Objection Type: Priority

This objection is a more specific version of the last, and it shows a more quantitative concern
from the lead. In most cases, the lead has the money available, but might be allocating it to
something else they prioritize over your offer.

Example Sales Rebuttals

A quantitative concern can easily be rebutted with a straightforward, quantitative answer. The
idea is to stress the time or money that they save by buying sooner. This can help them see why
prioritizing your solution in their budget is worthwhile. If they seriously lack the finances to go
forward with your solution, that’s another story. Perhaps you have a more affordable option or
payment plan you can offer them that will still relieve their major pain point.
Here are some rebuttals to “I don’t have the money right now”:

 “Have you considered how much money you’ll save by getting it sooner?”
 With a few calculations, I can show you how you’d break even in {Duration}.”
 “We have options to break up the payment for our products so you can start saving
money a little sooner.”

These rebuttals should be enough to overcome their objection. However, if they really don’t have
the capital, figure out when they’ll have it, and schedule a meeting for that date/time to review
your solution. In the meantime, continue emailing them helpful content that demonstrates your
solution’s value. That way, when the meeting occurs, they’ll be primed to buy.

12. "I Don’t See a Need Right Now"

Sales Objection Type: Lack of Knowledge

This sales objection differs slightly from the last, because it’s a signal that the lead may not even
be considering a purchase at the moment. Instead of saying they aren’t ready to buy yet, they are
saying they don’t even see a reason to buy yet. This is because they lack understanding about the
value of your solution.

Example Sales Rebuttals

The rebuttals to this objection should be more focused on discussing their pain point and
highlighting the costs of letting it go unsolved. It’s like a dentist telling a patient the side effects
of not getting their tooth pulled ASAP — rot, pain, and all the other unsavory outcomes. You
could also help them visualize the benefits they’ll miss out on by waiting to act. For instance, a
stockbroker might say “buy now when the market’s low or you’ll miss out.”

Here is some verbiage for overcoming this objection:

 “From what we’ve seen happen to people with {Pain Point — e.g., outdated piping}
like yours, if they let this fester they might see a {Negative Consequence — e.g., broken
pipe and flood} that throws them entirely off track in their renovations.”
 “Would fixing your {Issue} make you more money this year?”
 “How much time would you save if we could speed up your X process? Imagine what
you could do with that extra time in the day.”

Once the lead understands the true pain they’ll suffer or the amazing future they’ll miss out on if
they neglect their issue, they’ll see your solution in a new light. They’ll view it as a must instead
of a nice to have.
13. "I Found Another Product I Like More"

Sales Objection Type: Lack of Knowledge

If the lead has heard from you, they’ve probably heard from other providers in your market. So,
there’s a chance that they’re going to get sold on another product before yours. While turning
this around can be difficult, it also tells you that they’re ready to buy. They just need a bit more
information in regards to why yours is a better choice.

Example Sales Rebuttals

First, figure out what they like about the other solution, and then start selling them on why yours
is better for what they need, thereby filling their incomplete knowledge. Never disparage the
other product or service. That will come across as an insult to their intelligence and judgment.
Instead, focus on how your solution is better suited to their specific needs, providing them with
information that can help them see what the competing sales rep might’ve left out.

Here are some rebuttals to use when a lead says “I found another product I like more”:

 “What product did you end up landing on? What about it do you like?”
 “That’s a great product. Many of our clients have used it but switched to us because, like
you, they wanted {Prospect's Need}, and felt {Competitor} was lacking in that
department. Unlike them, we {Reason Your Business Is Better at Solving the Need}.”
 “Let me show you a quick comparison between their product and ours so that you’re as
informed as possible before you make your decision.”

After delivering one of these rebuttals and demonstrating the key differences between the two
products, the client should have a better sense of why your option is better suited for them.
They’ll start to reconsider and perhaps ask for you to go in-depth on the differentiating factor
they found most intriguing.

14. "I Found a Cheaper Product"

Sales Objection Type: Lack of Knowledge

When a lead mentions that they’re looking into another product because it’s cheaper, you have
identified what sets the other product apart. Usually, they make the objection because they have
little or no understanding of the value in your solution that justifies the higher price.

Example Sales Rebuttals

Lean into your unique selling proposition to overcome this objection. Show them why your
product is worth its higher price, and give them some reasons why the competitor might be able
to charge a lower rate. Make sure these reasons will be unappealing to the customer. If the
customer values customer service, and you know the competitor doesn’t offer much of it, use
that as a reason.

For example, try one of the rebuttals below:

 “Many companies can offer a cheaper product because they invest less in what their
customers need. Check out some of what sets us apart and why we can offer a better
value.”
 “Does their product offer the {Relevant Feature or Service} that we do?”
 “The reason company X is able to offer such a low price is because they don’t offer
{Important Feature — e.g., 24/7 customer service} like us.”

These rebuttals should make it obvious why price shouldn’t matter as much as value in the lead’s
evaluation. If after showing them the ROI, your prospect is stuck on price, you can potentially
offer a slight discount. However, use this only in last-case scenarios, because offering a lower
price can decrease the perceived value of your product.

15. "I Saw Some Bad Reviews"

Sales Objection Type: Lack of Knowledge

Sometimes a prospect will become concerned about your business after seeing a few bad
reviews. With no side of the story except the customer’s, the prospect might take the review as
truth. They therefore hold a misconception about your business you must correct.

Example Sales Rebuttals

To overcome this objection, first figure out what review they saw that unsettled them. Then
address their lack of knowledge by explaining the cause of that bad review. Perhaps it was from
an unfair customer or about a problem you’ve fixed in your updated product or service. Lastly,
explain why it won’t happen to this new lead.

Here are some things to say to beat this sales objection:

 “What concerns did the reviews mention? Maybe I can clear up some of your questions
about what we have to offer.”
 “Unfortunately, people who are dissatisfied with service tend to be a lot more willing to
post a review than those who have a good experience.”
 “We’re always checking the reviews to see how we can improve as a business. What
negative reviews did you see? Perhaps we’ve already addressed what was bothering the
customer.”
Addressing the specific concerns the prospect pulled from the review sections will demonstrate
your honesty and willingness to improve your product or service. To preemptively prepare for
these objections, it’s a good idea to scan over your Yelp, Google, and Facebook reviews, find the
most damaging ones, and jot down explanations for them.

Deal-Closing Sales Objections & Rebuttals

The objections you hear can change once final numbers are brought out and it’s time to close the
deal. Once your prospects see the line-by-line breakdown, in many industries, some serious
concerns arise, especially about pricing and terms of the agreement. It’s natural for your lead to
have questions about pricing details due to their lack of knowledge of industry standards. These
are to be expected, and below we’ll show you how to answer them.

16. "Your Product Is Too Expensive"

Sales Objection Type: Pricing

Once a prospect sees the final cost of your product or service, they may be dissatisfied with it.
Most pricing objections arise because the prospect cannot clearly see how your solution is
valuable to them. They might’ve forgotten how much they need a solution to their problem, or
just lack enough proof of results.

Example Sales Rebuttals

Focus on explaining why the product or service is worth the price. Quantitative estimates and
case studies are effective ways to show just how much the solution will benefit the buyer, both in
the short and long term. Sometimes telling a story about a customer who held the same feelings,
but over time was amazed by the results, is a good way to alleviate their pricing concerns.

Below are some methods for overcoming this sales objection:

 “When you look at the ROI, it starts to show its affordability. For example, if you were to
get {Results — e.g., 20% more sales a month}, the client average, you’d start receiving
a net positive return in about {Duration — e.g., four months}.”
 “We price our product according to industry standards, and we more than make up for
any price difference with our results.”
 “Some customers felt that way at first, but, after a year with it, they realized it was the
best investment they ever made. Take {Client Similar to Your Prospect}. They saw
{Customer Success Story}. We feel you’ll see similar results, if not better.”

At this point in the process, you already know why your prospect is buying and that they’re
ready to make a purchase, but your price has brought up a hesitation. Any of these rebuttals will
work to remind the prospect of why they came to you in the first place. They should really drive
home how your product can deliver.

17. "Why Did You Add That?"

Sales Objection Type: Lack of Knowledge

Many industries have required taxes and/or industry-standard fees that are added during the
closing process. When a prospect sees this additional fee on the contract, they might become
confused and therefore object because of their limited understanding.

Example Sales Rebuttals

Your rebuttal should focus on stressing the fact that these fees are required or common
throughout the industry. Also, be sure to explain why the fee helps you better serve them. If your
prospect is continuing to push back on the fee, you can use it as a bargaining chip and make a
trade for something you might want. For instance, if they’re on monthly billing and you want
them to pay in full for the year, you could offer to waive the fee if they agree to do so.

Below are some ways to overcome this objection:

 “We do have to add an X fee due to the time and resources it takes to prepare for
delivery. It’s part of what ensures that our product offers the best Y experience possible.”
 “Unfortunately, we do have to include taxes and industry-standard fees, but that’s the
same for anybody offering a product like ours.”
 “We have to add this implementation fee to ensure we can afford the resources to help
your team set up the product and get the most out of it.”

After hearing the rebuttal, the prospect should understand why the fee is included, and hopefully
feel it's worth paying to receive the value you offer. The lead will also likely be happy to hear
that you take such measures to ensure a positive experience for your customers.

18. "Another Provider Offered Me a Better Deal" (Without Proof)

Sales Objection Type: Pricing

This is a common objection used to get a lower price during the closing process. It’s usually
pricing concerns causing this objection. They’re trying to figure out how to get you to lower your
price.
Example Sales Rebuttals

The rule of thumb for forming these objections is simple: If they don’t have proof in hand, it’s
not your responsibility to take them at their word. Be careful not to tell them that you think
they’re lying to you, or that they could lie to you. Focus instead on stressing that you can’t
consider an offer that you haven’t seen, or asking them why they didn’t take the better deal when
they got it.

Below are some phrases to use to overcome the sales objection:

 “Unfortunately, I am not able to consider any offer during negotiations that I don’t have
in hand. If you’re able to get it in writing, we might be able to work something out.”
 “What made you decide against taking the deal from them?”
 “For that price, do they offer the same level of {Crucial Features or Services} that we
do?”

These objections will counter their strategy or help them see why your solution is the better
option. Negotiating price during a sales conversation this late in the process requires certain skill
sets. We wrote an article about sales negotiation techniques that offers tips backed by sales
professionals that can help you come away victorious from objections like these.

19. "Another Provider Offered Me a Better Deal" (With Proof)

Sales Objection Type: Lack of Knowledge

This objection occurs when a prospect has found a better price with a competitor and has proof
to back up their claim. Usually, the reason they’re objecting is due to being uneducated around
your product or service. They just don’t see how your solution is a better choice when it has a
higher price tag.

Example Sales Rebuttals

To overcome this sales objection, give the same rebuttals as the “I Found a Cheaper Product”
ones above, after figuring out the name of the competitor. Emphasize what your product brings
to the table that makes it worth more money. For instance, show them features that matter to the
lead but that the competitor lacks. This will bridge their gap in knowledge causing the objection.

Again, below are the phrases to use to rebut this objection:

 “Many companies can offer a cheaper product because they invest less in what their
customers need. Check out some of what sets us apart that can offer a better value when
considering the time and money that you save.”
  “Does their product offer the {Relevant Feature or Service} that we do?”
 “The reason company X is able to offer such a low price is because they don’t offer
{Important Feature — e.g., 24/7 customer service} like us.”

After learning about why your solution is so powerful, the lead will likely start to see why price
isn’t everything. They’ll question if the competitor can actually provide them such great service
at such a low price, and they’ll start to view you as more valuable.

20. "Why Would I Need a Warranty?"

Sales Objection Type: Lack of Knowledge

If you’re in an industry that offers a product warranty, customers will often try to flip your offer
into an objection to shut the idea down. Their problem usually isn’t with your reliability, but with
the idea of paying extra for a warranty. This is because they are unaware of its purpose.

Example Sales Rebuttals

To rebut this objection, focus on the value that the warranty brings, while also assuaging any
new concerns about the longevity of the product. If they’re concerned about the product
breaking, explain to them that this is extremely rare. If the lead pushes back a lot and there is an
option to go without a warranty, simply offer it to them. There’s no need to lose a deal over a
disagreement regarding the value of a warranty.

Below are some ways to handle this objection:

 “The warranty protects you in case your work causes damage to the product beyond
regular wear and tear.”
 “The warranty ensures that you can refill the consumable parts of the product for free.”
 “Our products are robust and have a long lifespan. However, we do offer protection to
our buyers in case of the rare instance damage occurs.”

After your explanation, the lead should now have enough understanding of the warranty and
confidence in the product to go forward with the sale.

Sales Objections & Rebuttals After the Sale

Objections don’t always end after the sale. Depending on your position, you may end up being
the one to handle objections or concerns that pop up after the sale or between orders of a repeat-
purchase product. Here are some of the common sales objections that take place after the initial
sale that are usually born from irritation with results, and how to handle them.

21. "I’m Not Getting the Promised Results"

Sales Objection Type: Irritation

Prospects making this objection are simply discouraged with the service they’re receiving.
Perhaps they’re not seeing the desired results, or one of your sales reps has given them
unreachable expectations. Dealing with this objection well will help you maintain a customer.

Example Sales Rebuttals

Regardless of what you promised them, you have to stress in your rebuttal that your product is
going to work differently depending on the situation, and that it can take time to see the full
effect of what you sell to them. Then figure out their exact problem and offer ways to help them
fix it. And, be empathetic and understanding in your phrasing and tone when dealing with this
objection. This will help you dissipate any anger or resentment they might feel toward you.

Below are some methods for overcoming this sales objection:

 “I understand the product isn’t performing the way you expected; noticeable results can
take a while to appear depending on your use case. Could I ask what roadblocks you’re
running into?”
 “We usually advise that the results from our solution take {Duration} to become
apparent, as the transition can take time. Are there any specific concerns that we can
discuss?”
 “We’re dedicated to your satisfaction. If you tell me a bit about the problems you’re
encountering, I can help you get the most out of the {Product/Service}.”

These rebuttals should set your customer at ease and clearly see what you’re going to do to
remedy the situation. If you’ve been understanding and customer-focused, they should be willing
to work with you to get the most out of the product or service.

22. "I’m Not Buying From You Again"

Sales Objection Type: Irritation

This objection is caused by frustration, likely because the product or service hasn’t met the
customer’s expectations or they had a bad experience with customer service. It’s very similar to
the last objection, though a bit more hostile.

Example Sales Rebuttals

Overcome this objection by asking questions to figure out what exactly went wrong. Once you
uncover their issue, you can express regret for its occurrence and offer a way to remedy the
situation. Ideally, try to get some time on the phone to talk with them about the issue and
solutions. This way you can make them view you as a human, and not just as some business they
can easily write off as unsatisfactory.

Here are the ways to react to this sales objection:

 “We would like to make sure we rectify any issues you had with the product. Could you
explain what went wrong?"
 “I apologize that we didn’t initially take care of you the way you expected, and I’d like to
see if I can. Could I call you real quick to discuss the issue and how we could rectify it
for you?”
 “We’re sorry to hear that. We’d love the opportunity to help you feel the same way again.
Is there anything we can do to provide you with a better experience?”

Hopefully, your response will encourage the customer to share more information about their
source of irritation. And what you understand, you can likely fix. Also, as you engage in this
discussion, the customer should grow less irritated because you are listening to them and trying
to help.

23. "I Want a Refund"

Sales Objection Type: Irritation

There are many legitimate reasons why a customer may want a refund, and if a product breaks
and/or is covered by a warranty, then obviously you don’t need to worry about rebutting. This
example is for those customers that are asking for a refund because they don’t like a product or
service.

Example Sales Rebuttals

The strategy here is to give quality customer service and offer to educate the customer on how to
get the most out of the product while showing you value them as a client. Be understanding and
apologetic in order to ease any animosity they might be feeling toward your brand.

Below are the best ways to respond to “I want a refund”:

 “What is it that isn’t meeting your expectations? Could I offer some ways to get more out
of the product in that regard?”
 “I’m so sorry that you aren’t seeing the results you expected with our product. Could I
offer some tips for you to use to enhance your experience?”
 “I apologize that you aren’t enjoying the product. Unfortunately, {Reason You Cannot
Give Refund — e.g., the warranty has expired}. But, please let me know what the
problem was, and then we can offer you a {Concession}.”
In the best case, you’ll find a way to remedy the situation and avoid losing them as a customer.
That could mean sending them a product replacement or scheduling a training session to help
them get the most out of it. In cases like these, it’s important to go above and beyond to show
you value them as a client. That way they’ll continue buying from you.