1) The key is to not internalize the objection. Do not take it personally. Do not let it take you off of your path to getting to your goal, (i.e. the meeting, the deal, the sale)

2) Keep an “Executive” tone to your voice at all times (positive, confident, assertive, professional). Never devolve into a childish tone (high pitched, whining, wheedling).

3) Acknowledge the objection. Don’t skip this crucial step!

Examples:

• Repeat back what they said (“Let me make sure I got this right, you said you’re busy until___. No problem, let’s put something on the calendar now…”)
• Agree with what they said (“Yes, it’s a really busy time—for me too—so let’s put something on the calendar now…”)
• Express understanding of how they must feel (“I understand how jammed you are, so let’s put something on the calendar now…”)

Why do this?

Because it pro-actively de-fuses any tension or defensiveness that may arise. You are validating the other person’s concern head on and not brushing it under the carpet. This let’s them know that you are actively listening and that you will directly address what’s on their mind.

4) Sharpen your observational skills. Be aware of body language and facial expressions. Sometimes objections are not verbalized, but are expressed through crossed arms, pushing back from the table, pursed lips, etc. When this happens, stop right there, and ask what the objection is.

Examples:

• “You’re shaking your head. What part of the proposal doesn’t work for you?”
• “I can see by your facial expression that this doesn’t sit well with you. What’s on your mind?”
• “May I ask you what you are thinking because I see that I’ve lost your confidence/buy in/approval to this part of the project”.

5) Don’t give up with the first objection. Often the first objection is just thrown out there to get rid of you. Slow down your cadence of speech, validate, ask again, then wait. They will often feel compelled fill the empty space with something, generally the truth.

6) Use silence to your advantage. After you validate the objection and again ask for what you want…if I may be blunt…shut up. Maintain a neutral body position, neutral yet engaged facial expression, and good eye contact. And let the silence hang…and hang…until they speak. People feel compelled to fill silence, and often will concede to what you asked for.

Book Nikki to present, coach or speak at nikki@goal-tender.com

photo courtesy of www.thehindu.com