Best Practices for Handling Replies That Convert
When engaging with prospects, the quality of your responses will often determine the outcome. It’s essential to understand not only how to respond but also how to engage in a way that aligns with your goals: closing deals, gaining trust, and pushing your prospects to take action.
Below are some of the most common replies you may encounter, along with practical tips on how to handle them in a way that is thoughtful and effective.
1. “Can you send me more information?”
This is one of the most common replies you’ll get. Prospects are asking for more details to understand your offering better, but don’t fall into the trap of just sending generic information. Instead, frame your response to engage and create curiosity.
How to handle it:
- Be specific: Don’t send a broad, lengthy document that overwhelms them. Instead, pick the most relevant aspects of your solution that directly align with their needs. If they mentioned a pain point in your previous conversation, address that specifically.
- Offer value: Don’t just provide a brochure—add an insight or a valuable takeaway, such as a case study or a unique approach.
- Encourage a next step: Offer to schedule a call or demo for further discussion. Position the information as a preview of what’s to come in a more detailed conversation.
Example: “Thanks for asking! I’d be happy to send more information. Based on what we’ve discussed, I think our {{product feature}} could really help with {{specific problem}}. Here’s a case study that highlights how it’s helped companies like yours. Would you like to schedule a quick call to dive deeper?”
2. “We’re on a budget freeze.”
This is a common objection that many salespeople will encounter. Budget issues are real, but it’s your job to show that the value your solution brings justifies the cost—even in tough times.
How to handle it:
- Acknowledge the concern: Recognize that budget constraints are a challenge, but don’t accept the objection passively.
- Provide a reason for value: Share how your solution can drive a return on investment, save money, or enhance efficiency—helping them see the long-term value.
- Offer alternatives: If possible, offer a scaled-down solution or payment plan that makes it easier to move forward within their current budget.
Example: “I completely understand—budget freezes can be tough. However, many of our clients in similar situations have found that our solution actually helps them save costs by {{specific benefit}}. In fact, I’d love to share a case study that highlights this. Would it help if I showed you how we can implement a smaller-scale solution for now?”
3. “I’m not the decision-maker.”
This is another common reply. The prospect might not be the one with final approval, but they could still be influential in the decision-making process.
How to handle it:
- Clarify the decision-making process: Ask who the decision-makers are and if you can schedule a call with them directly.
- Empower the prospect: Offer to provide them with materials or a demo they can use to bring the decision-makers into the conversation.
- Continue the relationship: Don’t disengage—keep the conversation open and friendly so that when the decision-maker is brought in, you already have some rapport.
Example: “Thanks for letting me know! Could you let me know who the decision-maker is, and I’d be happy to schedule a time with them directly? In the meantime, I can send you some more information that you can share with them. We’ve worked with similar teams, and I think our solution would be a great fit.”
4. “Not interested.”
A short and direct response, but it doesn’t always mean they’re not interested—it could be a reflexive objection. This is an opportunity to turn the conversation around.
How to handle it:
- Challenge the objection: Instead of accepting it, use a method like pattern interruption to break the prospect’s thought pattern. You can offer something unexpected, like an insight or solution that challenges their current perspective.
- Share a valuable insight: Offer them a valuable takeaway or a unique piece of information that might get them thinking.
- Reframe the value: Show them something they may not have considered—whether it’s a competitor’s approach or an industry trend.
Example: “I understand—many of our customers felt the same way before they saw how we could help them save {{specific metric}}. I’d love to share a quick insight on how competitors are leveraging our solution to stay ahead. Could I send you something interesting?”
5. “We already use {{Competitor}}.”
When a prospect mentions a competitor, it’s important not to bash their current solution. Instead, use this as an opportunity to show how your solution offers something extra.
How to handle it:
- Acknowledge their current solution: Respect their existing choice, but highlight areas where your solution might be better suited to their evolving needs.
- Position your strengths: Emphasize how your solution stands out, whether it’s better features, a more cost-effective plan, or better customer service.
- Share case studies: Point out how others have successfully switched from the competitor and seen better results.
Example: “That’s great to hear you’re already working with {{Competitor}}! Many of our clients were using them before switching to us, and they found our [specific feature] gave them more flexibility and better results. Would it help if I shared a case study showing how we helped another company in your industry?”
Conclusion
Teach Jason the right sales techniques to handle each type of response, making every reply more effective and personalized. By setting clear instructions, providing sample responses, and using context-aware templates, you’ll be able to consistently deliver messages that align with your sales goals and create meaningful connections with your prospects.
Remember, it’s not just about what you say—it’s about how you say it.
