Handling the Unspoken Objection

In sales, we expect objections when presenting a proposal to our clients. We prepare to address price concerns, product features, and even our competition. But sometimes, the most difficult objection to overcome is the one that the client never brings up. It’s there, it’s just subtly beneath the surface, sabotaging your sale without ever being verbalized. This is the unspoken objection, and it could be the biggest barrier between you and a closed deal.

At SKAIL, we believe that recognizing and overcoming the unspoken objection is one of the most crucial skills a sales professional can develop. Here’s why it matters and how you can navigate through this challenge.

Unlike obvious concerns, such as "The price is too high" or "I’m not convinced this will work," the unspoken objection is often rooted in emotions, assumptions, or even misconceptions that your client doesn’t openly communicate. This could be driven by lack of trust, fear of change, or fear of advocating for your solution to their colleagues and superiors.

These objections are difficult to identify because your clients are thinking and feeling them, but not verbalizing them to you. As a result, they create friction that leads to delays or non-commitment.

Signs That an Unspoken Objection Exists:

·       Stalling: Your client keeps delaying the next step or provides vague reasons for not moving forward.

·       Short responses: They may be quick to agree with you but fail to engage deeply in the conversation.

·       Sudden disinterest: The excitement that was once there seems to dissipate without any clear explanation.

How to Uncover the Unspoken Objection

The key to uncovering an unspoken objection is creating an environment where your client feels comfortable sharing their true concerns.

·       Build rapport: Establishing trust is critical. Make sure your client feels heard and understood.

·       Be curious, not pushy: Rather than pressing for a decision, ask questions in a conversational tone to explore underlying concerns.

·       Create a “safe space” for objections: Often, clients hold back their real concerns because they don’t want to feel judged or pressured. Reassure them that objections are a normal part of the process and invite them to voice anything that’s holding them back.

·       Anticipate and normalize the fear of change: Change can be scary, and clients may not verbalize that fear outright. Acknowledge that it’s natural to have concerns about switching to a new provider or implementing a new methodology.

·       Mirror back what you’re hearing: Sometimes, clients aren’t even aware of their own unspoken objections until they hear them articulated. Practice reflective listening by summarizing what you think they might be feeling.

Once the unspoken objection comes to light, the next step is to handle it with care and precision.

·       Acknowledge and empathize: Validate their concerns before jumping into problem-solving mode.

·       Reframe the fear: Shift the focus from fear to opportunity.

·       Offer reassurance: Provide examples of how others in similar situations have navigated the same concern. Share testimonials, case studies, or a detailed implementation plan to alleviate the client’s anxiety.

At SKAIL Consulting, we train business professionals to go beyond the surface-level objections and delve into the unspoken fears and concerns that often derail a sale. By developing the skills to identify, explore, and resolve these unspoken objections, you’ll not only close more deals but also build stronger, more trusting relationships with your clients.

If you’re ready to take your sales game to the next level, get in touch with us today.