Objection Mapping: How to prepare your sales team for the customer's main questions?
Posted: Sun Jan 19, 2025 9:09 am
Objections are common in the sales process – any salesperson has to deal with a prospect ’s insecurity, lack of knowledge or skepticism .
Being prepared to deal with them is not about “going head-on” with a customer, but rather having the knowledge to understand their main doubts and context, eliminating barriers and advancing in the purchasing journey.
Far from hindering contact, having a list of possible objections on hand is an essential support for the sales team. Want to know how to structure it? Check out some tips below.
Objections and doubts are not the cash app database thing!
Before we explain how to put together your objection script, it is important to make a distinction between the two terms:
DOUBT is any and all questions that a prospect has about technical issues, applications and uses of your solution. It also involves the demonstration of value that your salesperson will make about the product – how it will help the customer with a problem, how it will make them grow and its benefits.
OBJECTIONS involve more complex aspects – they are obstacles, pre-judgments or real problems that initially prevent the negotiation from developing. For example: if your client does not have the budget available to purchase your solution, if they already buy from a competitor or if they do not have confidence in the purchase.
In both cases, being prepared to answer questions is a fundamental part of the sales process approach . You need to understand where they come from, how they fit into the prospect's context, and then offer answers in a consultative and attentive manner.
Why create an objection map?
Put yourself in the customer's shoes: no one wants to make an investment blindly. Knowing whether a product or service will actually meet your needs is just part of the purchasing journey .
A prospect presents their doubts and uncertainties because they are really considering what you have to offer. Therefore, consultative and targeted service will always be the best choice! Even if they don't close the deal at that moment, they will certainly remember the information provided and the good experience when they contact you again.
If used correctly, the objection matrix will be a fundamental part of this contact with the potential customer. After all, your team will be supported to clarify and eliminate barriers to closing the sale.
Also read: “ Want to increase your customer base? Check out these 5 tips! ”
Main types of objections
In summary, we can mention 4 types of objections that are quite common in the sales process:
Misconception about your product/service: A lead comes to your sales team with erroneous expectations about what your company can offer. It is necessary to “educate” the potential customer, demonstrating what they can actually hire.
Being prepared to deal with them is not about “going head-on” with a customer, but rather having the knowledge to understand their main doubts and context, eliminating barriers and advancing in the purchasing journey.
Far from hindering contact, having a list of possible objections on hand is an essential support for the sales team. Want to know how to structure it? Check out some tips below.
Objections and doubts are not the cash app database thing!
Before we explain how to put together your objection script, it is important to make a distinction between the two terms:
DOUBT is any and all questions that a prospect has about technical issues, applications and uses of your solution. It also involves the demonstration of value that your salesperson will make about the product – how it will help the customer with a problem, how it will make them grow and its benefits.
OBJECTIONS involve more complex aspects – they are obstacles, pre-judgments or real problems that initially prevent the negotiation from developing. For example: if your client does not have the budget available to purchase your solution, if they already buy from a competitor or if they do not have confidence in the purchase.
In both cases, being prepared to answer questions is a fundamental part of the sales process approach . You need to understand where they come from, how they fit into the prospect's context, and then offer answers in a consultative and attentive manner.
Why create an objection map?
Put yourself in the customer's shoes: no one wants to make an investment blindly. Knowing whether a product or service will actually meet your needs is just part of the purchasing journey .
A prospect presents their doubts and uncertainties because they are really considering what you have to offer. Therefore, consultative and targeted service will always be the best choice! Even if they don't close the deal at that moment, they will certainly remember the information provided and the good experience when they contact you again.
If used correctly, the objection matrix will be a fundamental part of this contact with the potential customer. After all, your team will be supported to clarify and eliminate barriers to closing the sale.
Also read: “ Want to increase your customer base? Check out these 5 tips! ”
Main types of objections
In summary, we can mention 4 types of objections that are quite common in the sales process:
Misconception about your product/service: A lead comes to your sales team with erroneous expectations about what your company can offer. It is necessary to “educate” the potential customer, demonstrating what they can actually hire.