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Sales objections are a concern that a customer has that prevents them from closing a deal. Most objections relate either to price or the concern that a product won't meet the customer's needs and expectations.Customer excuses are invented reasons that a customer gives for not making a purchase. Most customers will say "I'll think about it" as a means of indirectly saying no. More elaborate excuses are typically given when a customer is still considering the purchase but isn't yet convinced.
Objections vs Excuses Objections are real issues in the customer's mind. Excuses are a signal that the customer isn't motivated. As such, each situation requires a completely different set of sales techniques.Objections to price might lead to a price negotiation process. Other objections may require a more detailed discussion of how a product meets a customer's need and expectations.Excuses are typically a deeper issue of motivation. A salesperson may decide that a customer simply has no intention of buying and designate the customer a low priority. Alternatively, a salesperson may feel they can trigger motivation in the customer.|
| Objections | Excuses | Definition | Customer concerns that are an obstacle to closing a deal. | Invented reasons that a customer gives for not making a purchase. | Associated With | PriceNeedsWantsExpectationsFears | | How to Detect | Authentic, urgent and detailed. | Vague, trivial and nonspecific. |
Sales
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