Small Business Tax Center
Small Business Ideas, Grants &
Plans to Start & Run a Business:

Small Business Grants
Network in Cyberschmooz Community Ask Questions Questions and Answers Share Tips Small Business Ideas List Your Business Business Advice from Idea Cafe Experts Coffee Talk with Experts Starting A Business Business Plan Biz Planning | Sample Plans Small Business Ideas Idea Name Your Biz Name Plan Your Biz Plan Financing $ Starting a Business Do It! Running your Business Marketing Tips Promotional Merchandise Marketing Tips Marketing | Sales | Customers Human Resources HR | Employees | Contractors Legal Forms & Tax Information Legal | Biz Forms Managing a Business Managing | Operations
Financing Resources Financing Your Business E Commerce & Webhosting eCommerce Take Out Info Trade Publications FREE Trade Publications Business Books Biz Books Your Own Business Small Business News Small Biz News Gen X Biz Gen X Biz Work at Home Work @ Home Business Information The Fridge - Biz Info on Ice Destress Send Awards Send Awards & Greetings Yoga At Your Desk Yoga @ Your Desk Fun Guide Guide to Find FUN Online About Idea Cafe Press Idea Cafe has received Idea Cafe in the News Idea Cafe's Kudos Kudos for Idea Cafe Advertise on Idea Cafe Advertise on Idea Cafe Privacy Policy Privacy Policy Contact Idea Cafe Contact Idea Cafe Link to Idea Cafe Link to/from Idea Cafe Join Idea Cafe
Search Idea Cafe Site Directory Site Map Online directory to business resources Biz Web Guide

Expert Answers to Biz Questions

Listen in! Pick up some expert advice to a reader's question that we selected from CyberSchmooz.

color business bar

The Biz Question

"I've started a new business selling natural cosmetics. However, I'm not very good at handling objections to my product and it's costing me sales. Any help?"

Answer from our Guest Expert Mark Bower of Aberdeen Mobile Home Repair

Dear Shawna,

Oh those aggravating objections... kind of like being served liver for dinner at your mother-in-law's and having to pretend you think it's delicious. When you hear an objection, you figure it means the sale is dead. But Shawna, don't write it off so fast -- what you're really hearing isn't a refusal, it's a request for more information. It's also a customer's way of saying, "I need to think things through."

OK, you now know what an objection really is. Here are some ideas on how you can calmly convert objections into sales.

Your product costs too much?

Haven't we all heard that objection before! But be happy that your prospect was up front with you about their objection. Otherwise, you would have just heard "I have to think it over" leaving you with no idea why your prospect would not buy your product today. We'll discuss how to handle the "I have to think it over" objection later. Whenever your prospect tells you "it costs too much", try this dialog.

Shelli: "Mary, I really like your lipstick, but isn't the price kinda high?"
Mary: "Today, most things seem high priced. Can you tell me about how much too high you think the price is?"
Shelli: "Well, my old brand sells for $3, yours is $4."
Mary: "Shelli, what we're really talking is $1, isn't that right?"
Shelli: "Yes, that's right."
Mary: "Shelli, do you think it would be safe to assume that you'd be happy with this product, am I right?"
Shelli: "Oh, yes, I know I'd be happy with it. I love this lipstick and that it's made of all natural products!"
Mary: "On average, how long does a tube of lipstick last you?"
Shelli: "Oh, on average about 3 weeks."
Mary: "OK, Shelli, so over a three week period, your added investment in this tube of lipstick will be 33 cents per week, correct?"
Shelli: "Yes, that's correct."
Mary: "And in that three weeks, you'll be using the lipstick for 15 days. correct? So over a 15 day period, your additional investment to use this all-natural product will be less than 7 cents a day."
Shelli: "Yea, that sounds right."
Mary: "Mary, do you ever buy mints?"
Shelli: "Yea, all the time."
Mary: "Do you realize that by using this all-natural lipstick, which is a feature you said you liked, will cost you less than 1 mint a day from a roll of Lifesavers? Now when you look at it that way, doesn't it seem like such an insignificant amount for a product you said you would like?"
Shelli: "Yea, when you put it that way, it doesn't seem like much."
Mary: "Would you like your order to be delivered to your house, or would you prefer I deliver it to your office?"

When handling an objection, never get offensive. Also, a good salesperson will learn how to control the entire presentation with questions. Notice how Mary skillfully asked for the order. She asked whether or not to deliver the order to the house or to the office. Either answer means a sale!

I'd rather stay with my old product?

Again, you need to keep leading with questions. You need to learn to understand why your prospect likes their old product. Ask them, "What is it about your old product that you like?" or "What is it about our product that you don't like?" Once you know those answers, then you'll know what benefits the customer is looking for -- benefits you may not have even thought of bringing up.

"If I told you that our product was made in the USA, would that be pleasing to you?" That answer would be a definite YES if one of the likes about her old product is that it's made in the USA. Then continue with the line of questioning. "You said that you liked the fact that our product was all-natural, is that correct?" "And you liked the fact that we offer so many more colors, did I hear that right?" Soon, she'll be writing you a check!

I want to think it over?

This is probably the biggest brush-off that customers give. It's also frustrating as it does not give you a clue as to why your prospect isn't writing you a check today -- until now! Again, lead the discussion with questions.

Mary: "Oh, that's fine. Sure, think it over. Now.... you wouldn't be thinking it over unless you were seriously interested, right?"
Shelli: "Oh, that's right. I'm definitely interested. You have a good product."
Mary: "And you're not just saying that to get rid of me, are you?"
Shelli: "Oh, don't be ridiculous!"
Mary: "Just to unfog my thinking, what is it that you wanted to think over? Is it the reputation of my company?"
Shelli: "Oh, no, you have a fine company."
Mary: "Is it the quality of my product?" "Is it the color?" "Is it the shape of the container?"

Keep asking "is it, is it" until you've covered practically all possible objections. In 90% of the cases, the final objection will be the money. "Is it the money?" you strongly ask. If so, then page back up and reread what to do if price is the major objection. Then go for the close!

Mark Bower

Have a biz question of your own? Go post it in CyberSchmooz

Meet the Experts


Small Business Tax CenterIdea Cafe HomeSign UpBiz Grant CenterCyberSchmoozCoffee Talk with ExpertsPeople in Biz ProfilesStarting Your BizBiz PlanningRunning Your BizFREE Trade PublicationsMarketingFinancing Your BizHuman ResourcesLegal & Biz FormsManaging Your BizeCommerceYou and Your BizGen XWork@HomeThe FridgeDe-StressSend an AwardSend an eGreetingYoga @ Your DeskWeb GuideIdea Cafe in the NewsAbout Idea CafeAdvertise on Idea CafeContact UsPrivacy PolicySite MapSmall Biz News

Copyright 1995-2022, Idea Cafe Inc. Downloads are for personal use only, not for resale to others, and may not be reprinted in any form without written permission from Idea Cafe Inc.

DISCLAIMER: We hope whatever you find on this site is helpful, but be cautioned that it may not apply to your own situation, or be totally current at any given time. Idea Cafe Inc. and all of its current and past experts, sponsors, advertisers, agents, contractors and advisors disclaim all warranties with regard to anything found anywhere on this family of websites, quoted from, or sent from Idea Cafe. and its related sites, publications and companies. We also take no responsibility for comments published by others on these pages.

TRADEMARKS: The following are Registered Trademarks or Servicemarks of DevStart, Inc.: Idea Cafe®, Online Coffee Break®, The Small Business Gathering Place®, Take out Info®, Biz Bar & Grill®, Complaint-O-Meter®, A Fun Approach to Serious Business™, CyberSchmooz™, and BizCafe™.