Telemarketing Lead Generation Blog

Telemarketing Lead Generation Call Techniques: Objection Handling

Posted on Jun 4, 2008 by Dana Gill, Program Director

The ability to effectively handle objections is without doubt the single biggest factor in successful lead generation. Often a prospect says they do not need your solution or services, even before you have had the chance to discuss their potential business challenges. While this is obviously more of an objection to giving you their time, the fact is, you will not get anywhere with prospects who do not have a need – whether actual or perceived. So how do we convince a prospect to continue speaking with us so we are able to determine if a “pain” or need does indeed exist?

The first step when dealing with the objection is acknowledgement. Ensure that you make the prospect aware that you understand where they are coming from and that their objection is reasonable. This demonstrates that you are looking out for the best interest of the prospect, and that your goal is to determine whether or not they have honest needs for which your organization provides solutions, not just to meet your sales quota. This will help you to qualify the objection and to find out exactly what they mean when they say “we are all set”.

The next step is to build rapport. If things are going great for someone, it’s okay to be happy for them. You will have much greater success demonstrating that you are on their side. And besides, who wants to spend their time hearing about why they should not be happy? Try simply stating: “I am happy to hear that things are running smoothly for you.” This tactic allows the prospect to let their guard down. Then, you can follow up with clarifying questions regarding their situation and satisfaction level. This lets the prospect know that you are genuinely interested in their success, and allows you the opportunity to transition into the discovery phase of your call where you can identify if there are any challenges or issues that are not on the immediate surface.

Finally, offer the prospect some options. Make suggestions for an appropriately timed follow up email and phone call. Prospects will be much more willing to speak with you if they do not feel forced – and if you are respectful of their time. A truly qualified lead can only be generated when a prospect agrees to participate in the discussion, not from a coerced conversation. If you are unable to convert your call into a true discussion, at least you have laid the foundation for a relevant and helpful follow up call. The foundation for a relationship has been laid and eventually you will catch him/her at a moment of priority need where your services/products are relevant.

Tagged: lead generation telemarketing, telemarketing sales leads, telemarketing leads, targeted lead generation

• Anabel Foucart, Program Director
• Ashlea Harris, Vice President of Program Management
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• Dana Gill, Program Director
• Jason St Onge, Account Executive
• Jason StOnge, Account Executive
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