As a sales professional, you understand that building a strong relationship with your clients is a crucial aspect of your job. Knowing that objections regarding relationships can come up, here are some pain points that your clients might exhibit and the language that you can use to diffuse Relationship Objections.
Pain point: Lack of Trust
“I totally understand where you are coming from, there is no doubt that trust is a crucial element in any relationship, especially in business. That’s why I’d like to assure you that we take your concerns seriously and we strive to always go above and beyond to earn your trust.”
Pain point: Previous Negative Experiences
“I'm sorry to hear that you’ve had negative experiences in the past, that’s definitely not what we want for our clients. I can assure you that we take great pride in ensuring that our clients have the best experience possible, and we will do everything necessary to make sure that you are satisfied.”
Pain point: Poor Communication
“I understand or can appreciate your concern about communication, we understand the importance of being easily reachable and having timely responses. That’s why we always maintain open and clear communication with our clients, and we provide updates regularly to keep you in the loop.”
Pain point: Communication Style differences
“I completely understand and can appreciate that people have different communication styles[1] and approaches, and it’s important for you to be comfortable with our team. With that said, we are a diverse team with different communication styles that complement and balance each other. Our main goal is to ensure that we work together to reach your desired outcome.”
In general, the language to use for diffusing relationship objections is empathetic, genuine, and reassuring in order to show that you value their concerns as much as you value their interest in working with you and that you’ll do everything you can to meet their needs.
Remember: No One Cares About You Until They Know How Much You Care About Them.
Evidence, Not Claims
Lastly, there is a need for substantial evidence to back up the claim of delivering on a promise – you can’t just state it. This is because mere words are insufficient to demonstrate genuine care.
Use the acronym DEFEATS (Demonstrations, Examples, Facts, Exhibits, Analogies and Anecdotes, Testimonials, and Statistics) checklist introduced in part two of this series to present tangible examples that unequivocally showcase your efforts to fulfill your promises. This evidential approach ensures credibility and substantiates the claim, differentiating it from empty promises.
[1] What Are Styles and How Can You Spot Them? Ask us about our communication styles breakthrough course. It will let you and your team identify exactly how to communicate to your prospects or customers in the best way possible.
