Objection Handling
This guide will help you overcome common client objections, explain your value clearly, and convert hesitant prospects into confident clients. Below are the most frequent objections, common scenarios, and ready-to-use scripts to handle them effectively.
1. Objection: Confusion Over Quotation Items
Scenario
Clients may not understand the breakdown, specific services, or the purpose of each item in your quotation. This can lead to doubts or hesitation regarding the total cost.
Action Plan
- Simplify technical language for non-technical individuals.
- Correlate each quoted item with the client’s business goals.
Script
"I understand the quotation breakdown might seem overwhelming. Let me quickly explain each item in terms of how it benefits your project. For example, [Item A] ensures [specific result], and [Item B] guarantees [another result]. Each component is tailored to your needs to make sure you get the best results.
"If there’s anything that seems unclear, I’d be happy to review it with you to ensure it aligns with your budget and expectations."
2. Objection: Client Needs to Consult the Board of Directors
Scenario
The person who engages with you is not the decision-maker, resulting in delays when they need to convince their board of directors.
Action Plan
- Provide the admin/IT team with clear, non-technical talking points.
- Offer a one-page summary explaining the service's core benefits and ROI.
Email Template for the Board
"Subject: Quick Overview of the Proposed Project for [Client Company]
Dear [Decision-Makers/Board of Directors],
I understand that your team is considering our proposal for [specific service]. I’ve attached a one-page summary that highlights the direct benefits, timeline, and ROI of this project.
Key Benefits:
- [Example 1: Improved search rankings and more organic traffic leading to higher sales.]
- [Example 2: A faster-loading website providing a better user experience to reduce customer drop-offs.]
Our aim is to make your business stand out and achieve greater results with a one-time effort that ensures lasting value. Should you have any questions or require further details, I'm always happy to explain or meet with the board to address any specific needs."*
3. Objection: "I Need to Think About It"
Scenario
This may mean the prospect is unsure about the value of the investment or delaying the decision.
Action Plan
- Uncover the hesitation behind the phrase to address the concern.
Script
"That’s completely understandable. I know it’s a significant decision. Could I ask if there’s a specific question or area you’re uncertain about? I’d be happy to clarify anything to help you make an informed decision."
4. Objection: Price and Value Misconceptions
Scenario
Clients may feel the pricing is high and fail to see the value provided or why certain items are included in your service.
Action Plan
- Focus on the value and long-term impact instead of the price.
- Use relatable metaphors to explain the extra value (such as your Lego block analogy for WordPress).
Script for WordPress vs. Wix
"Think of Wix and WordPress like Lego blocks vs. a custom kit. Wix is like pre-built Lego blocks; it’s quick to set up but limited in terms of customization and scalability. WordPress, on the other hand, gives you flexibility and customization tailored to your needs. This is why building a WordPress site takes a bit more time and budget – it's an investment in a robust foundation that can grow with your business."
Script for Handling "Why Do Items Cost So Much?"
"I understand how pricing can seem high when you first look at it. Each item in the proposal is essential to building a website that works well not just for today, but for years to come. For example, [specific item] ensures [specific goal, e.g., security, speed, UX, scalability]. Cutting corners on these would mean compromising your results, and I know delivering subpar services isn’t an option for your business."
5. Objection: Comparing Services with Competitors
Scenario
Clients may have had bad experiences with competitors or are analyzing other options.
Action Plan
- Emphasize your reputation and results-driven approach.
- Provide a payment plan for clients with budget constraints.
Script
"Many clients come to us after having less-than-ideal experiences with other providers. What sets us apart is that we don’t just build websites—we deliver solutions that solve real business problems. For instance, [specific client scenario] was similar to your situation, and after their website redesign, they saw [specific results]. Would it help if I outlined how my approach directly addresses your concerns?"
6. Objection: Budget Constraints
Scenario
Some clients may want your services but struggle to pay the full amount upfront.
Action Plan
- Propose a feasible payment plan.
- Reassure them about the return on investment.
Script for Payment Plans
"I understand that making a full payment upfront might be challenging. To make things easier, we can split the project cost into three monthly installments without compromising on timeline or overall value. This way, you can start seeing results while reducing the upfront burden."
7. Handling Pricing Objections from the Board of Directors
Scenario
The board looks at the price and decides against moving forward because they prioritize costs over benefits.
Action Plan
- Provide a clear ROI justification.
- Highlight the cost of missed opportunities by not addressing their pain points now.
Script
*"I understand that cost is a major decision factor for the board. In the long run, this investment can pay for itself many times over. For example, by building a fast, optimized website, you can reduce lost leads and increase customer conversions significantly.
Delaying your decision may save some budget now but could cost your business opportunities daily. I’d be happy to prepare a projection so the board can better see the potential return."*
8. Follow-Up After Objections
Keep communication open and document all objections for the future.
Example Reminder Script
"Hi [Client Name], I just wanted to follow up regarding our last conversation. Have you had a chance to review the proposal? Let me know if there are any additional concerns I can address."
Practice Note:
- Discount Limit: Offer no more than RM500 adjustment, and clearly explain this is the maximum.
- Client Testimonials: Start gathering testimonials and create case studies for future use.
- Objection Recording: Log objections in CRM to analyze trends and improve responses.
