How to speak to customer objections without being pushy


Rather than trying to defer the objections, my philosophy is to coach them through their objections, to help them come to a buying decision that is the next right next step for them—whether that’s a Yes or a No. 

Oftentimes, the most common objections are actually them falling back on their default limiting beliefs and inner blocks.

Speaking to their default objections and holding space for them to work their way through them, is an important skill that will help your sales calls be soulful and profitable at the same time.

Now, this is a practice thing. You might not get this *speaking-to-people’s-objections* thing right away. It does take time and active listening on your part.

In this post, I’ll get you started with some tips, challenges, and the two most common objections you’re likely to hear on your sales calls, and how to dig into them deeper. 

Know Your Own Inner Objections

Before we dig into handling your prospective clients’ objections, it’s important to start off knowing your own inner objections.

Money is such a funny thing because it brings up a lot of our limiting beliefs. When we put money forward, or even think about putting money forward, all of a sudden our minds fill with “What will people think?” or “What if I don’t make my money back?” or “What if I can’t do it?” or “What if I do do it? Then what?”

It’s important to get clear on your own limiting beliefs around money and investing in yourself for a few reasons. Obviously for your own investments and mindset growth. 

But also so that you don’t project your own limiting beliefs and objections onto prospective clients or students that you talk to in sales conversations. 

So before we get into responding to sales objections, let’s do a little mental exercise.

Imagine this: You’re investing in working with a coach, let’s say with a $7500 investment. 

What comes up for you? What are your objections to that? 

For me, my go-to objection is “I’m not ready,” no matter what it is. 

I’ve said it for branding photoshoots, for working with a coach, for implementing profit-first systems.

When I say that, I’m usually also saying “I need all these other xyz things first,” even though it’s often not actually true. 

When I hear myself thinking that I’m not ready, I know this is fear talking. There is a part of me that is scared to take the next step because I’m worried that I’ll fail. This isn’t a bad thing, but I need to put my fear in check so it’s not the one making the big decisions.

It’s really important to know what your own objections and limiting beliefs are, because I guarantee that they will show up in your sales calls. (Inside this blog post, I share the 6-step framework for how to close a sale).

Many people tend to hear an objection from someone, and take that on as their own or project their own objection onto the other person.

The trick is to hold space for yourself for your own inner objections, so that you can hold space for your prospective client’s objection and coach them through it. 

The two most common sales objections you’ll hear

Most of the time, the first objections you hear won’t be the person’s real objection.

Sometimes they are. But oftentimes there’s something going on deeper.

The best advice I can give you is to get curious about what’s really coming up for them and what’s really at play behind the thing they said.

Here are the two most common sales objections I hear, and how I suggest you handle them in conversations. 

Sales Objection #1: “I need to think about it”

Some people actually do need to think about it. They need to go away and sit and think about it and feel into it. And I totally 100% respect that. 

If that’s the case, while I’m still on the call with them (this is very very important), I’ll book a 20-minute follow-up call with them in a couple of days. 

I also give them homework to do in the meantime. Sometimes when people step away from the call, they get stuck in a scarcity mindset and go into their own fear based swirling thought patterns. So you want to challenge them and give them something to do that will help them process and make a buying decision. 

It’s important to make sure you actually schedule the follow up call while they’re on the call with them. Don’t say you’ll email them in a couple days or have them email you to let you know. 

It should be really clear that the follow up call is to make that buying decision, and the time in between is for them to tap into their vision and determine what it is that they want to create in their lives and what type of support they need to get there. 

So there are absolutely people who really do need time to think about it, and that’s how you can handle that situation.

However, the reality is, a lot of people don’t need more time.

They’ve been thinking about this for weeks, sometimes even months, maybe even years.

Women often come to me and say they’d been thinking about booking a call with me for years!

Those clients don’t need more time. What they need, is to make a buying decision. 

Instead of suggesting they sit with it, I’ll say something like, “I would love to support you in making a decision today. What information do you need in order to do that?”

That usually helps unearth anything that is still holding them back and then I can speak to her fears or help her coach herself through her fears. Then I hear something like…“You’re right, I’m so ready for this.”

We will all default back to our limiting beliefs when investing and that’s normal.

But if you don’t hold space for that conversation, you’re going to miss out on a ton of sales from clients who really need your help. 

Your job is to see that and call that out. (But don’t be icky or mean about it. Just get curious and lead with kindness. No one likes to be pressured. Instead, just open the door for the conversation and allow them to step through).

Sales Objection #2: “I don’t have the money”

Instead of needing more time, some people will say “Oh, I don’t have the money.”

Now, some people legitimately don’t have the money. 

If someone is struggling to pay their bills, they truly may not be a fit. I don’t want someone to have to go wildly into debt or not be able to feed their children or pay their car payment in order to work with me. 

But when someone tells me they don’t have the money, sometimes I push back on that.

I might say something like “What are 5 ways you could come up with the money, if this was something you really wanted?”

I know that when you really want something, most people will figure out a way to make it work.

There was one woman I talked to once who was thinking about a $10k coaching package with me. We went through the whole sales call conversation, and when we got to the price, she immediately said “Oh my god, no, I don’t have the money.”

In my head, I’m thinking she could totally come up with the money, she is a woman of means, and is resourceful and creative.

I knew there had to be something else going on. It wasn’t about the money.

So what I said out loud in response was this: “Well, What would you say if you did have the money? If we were about to step into this together, and you had the money to really invest and to really show up inside your business, how would that feel?”

She immediately said, “Oh my god, I’m not ready.”

And then, “Whoa! You’re right, it’s not about the money at all!” 

So often it’s not about the money. It’s just what we say. Usually underneath the money, the real objection is something else. When I say I don’t have the money, I usually mean I’m scared that it won’t work, or I’m worried I’ll have to work harder to make it work.

Now, I wouldn’t necessarily say that every time, but it felt right with her and it worked (I use my gut to guide me). 

We then talked about her past, why she was worried about investing, and how she’d been burned before.

She did end up buying that $10,000 coaching package and she has gone from making $100,000 in a year, to $100,000 in 3-months.

Do you think she’s glad I didn’t let her *get away* with her *I don’t have the money* excuse?

My role was to have that conversation, explore, and hold space to allow her to work through what was holding her back. 

It’s a really powerful and beautiful thing to be able to do for someone. I’m always deeply honored when that happens on a call.  

Sometimes a No is No, and That’s Okay Too

As you keep having more sales calls (read more about how to close sales calls) and coach more people through their sales objections, sometimes the decision is still No, and that’s perfectly fine.

A lot of the times, a No is because it’s not a right fit. 

And when that’s the case, great! Send them a resource, make a referral that might be a better fit, and sent them on their way with joy and love and peace in your heart. 

Another thing to remember is:

Sometimes a No doesn’t mean No Forever.

Sometimes a No is actually a potential Yes in the future.

Maybe the person is a No today, but in six months, they might be ready or they’ll be a perfect fit. 

In that case, stay in touch! Send them to your blog, or send them a book recommendation, invite them to join your free Facebook group, get connected on Instagram.

I’ve had quite a few women come back to me and say “You were the only coach whose sales call I had a good time on, and when I was ready to invest, I picked you.” Once they were a good fit, they were the fastest Yeses ever.

No matter what objections you receive in your sales conversations, it’s important to hold space for that person, really listen hard, and respond with compassion.

If you need some proven scripts to help you know what to say to help a potential client work through their own objections, CLICK HERE to access The Soul’d-Out System. It’s my step-by-step framework that is the foundation for all that I do.

Have you heard (or used) either of these common sales objections before? How were you able to hold space for them? Let me know in the comments!

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