How To Handle Objections: The 3A Formula (Selling to Consumers

Objections are part of selling. No matter how hard we try to prevent them, objections will appear out of nowhere, and it will always be that way.

First, for our purposes here, let's define the term "objection," because I think there are several variations on the term that can potentially cause some confusion in discussions about overcoming objections during the sales process.

Objection (definition): "After an attempt to close a sale, an objection is a reason expressed by a prospect why the prospect will not or can not buy the product or service being discussed."

For handling this type of objection, I teach the 3A system:

Skip Anderson's 3A Formula for Handling Objections:

1. ACKNOWLEDGE the objection

2. ADDRESS the objection.

3. ASK for the sale again.

Acknowledging the objection is some statement of understanding or even support for the prospect or their sharing of the objection. Let's imagine a prospect has just stated "I need to talk to my husband about it." Here are a few examples of acknowledgment statements:

- Thank you Mary for sharing that information with me.
- I understand!
- I'm a husband myself, so I can appreciate what you're telling me.

Most salespeople skip this acknowledgment step, and get right to confronting the objection head-on. The problem with this is that it often comes off as being too confrontational.

The second step is "address the objection." This is when you provide further information, clarify the objection, isolate the objection, revisit previous conversation, remind the prospect of what they told you earlier, or all of the above. Let's imagine the prospect's objection is "I just don't think the colors in this rug will work in my home." Examples of addressing this objection could be:

- Mary, earlier you told me you loved this rug and the colors would match your colors in your living room. Did I hear you correctly? And so on.
- Based upon the paint chips you brought in last time you were in, we both agreed this rug looked great with those colors. What has changed since then?" And so on.
- Mary, why do you say that? And so on.

This step can be a lengthy one, and sometimes can result in rewinding the sales process back to the needs and desires assessment and starting it over again. If this happens, either the prospect wasn't being forthright, or something changed that you weren't aware of, or you missed something.

The third step is to ask for the sale again. Examples:

- Mary, you've spent hours and hours looking for a rug for your home. Why don't you get this one so you can quit worrying about it and start enjoying it?
- Should we schedule delivery?
- You want to own this rug, don't you?

The triple-A formula will help a salesperson get through many tough objection situations whether the objection is a legitimate one or a false objection. Remember: Acknowledge - Address - Ask!

If you like this post (or don't) please leave a comment. Skip Anderson is the Founder and President of Selling to Consumers Sales Training. He works with companies and individuals who sell to consumers in B2C, retail, in-home selling, and the financial, real estate, and insurance markets.

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