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Deflection

 

Disciplines > Sales >  Objection-handling > Understand and reframe

Technique | How it works | See also

 

Technique

Avoid handling an objection by deflecting it such that it does not hold up the proceedings.

Listen to it. Show understanding of the concerns. Then carry on as if nothing had happened.

Say that you will come back to it later. Maybe you won't have to. Give an excuse, such as not having information or having to talk to somebody else later.

Examples

Yes, I see what you mean...mmm...Now let me show you the range of finishes you can have...

Good point. Can I come back to that later?...thanks...Now what I was saying was...

Yes, I've got some information about that back at the office somewhere. Can we carry on now? ...

How it works

By accepting their objection you are accepting them as a person, and the additional harmony and rapport created may be enough to overcome the objection.

Refusing to answer their objections now may also be a power play, where you are demonstrating authority and control over the situation. If you can get away with it, they may cede more power to you.

See also

Authority principle, Assumption principle

Sales Books

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