Address:
3/374 Pennant Hills Road, Pennant Hills NSW 2120
Call Us Today:
(02) 9980 5892

What To Say To Common Client Objections

It happens often. One moment, the consultation with a client or a prospect is going well. The next, a ‘but’ emerges.

You want to be sure that you are equipped with the best phrasing to keep your clients happy without alienating their worries and concerns.

Develop your ability to respond to common client objections by reading through the following:

Common Client Objections & Concerns

Objection: “I’m a small business and I don’t need all your sophisticated help.”

Response: “While this is true, there are services we can specifically offer to small companies like yours that will make a difference in your productivity. We will not offer you any service inappropriate to your needs. To demonstrate how we can help, let me tell you how we would satisfy one of your needs we discussed earlier.”

Objection: “We’re concerned that one of our major competitors is a client of yours.”

Response: “I understand your concern for confidentiality. However, we would never risk our reputation by violating any confidence of our clients. It is also our policy to have different people on both engagements so you will get the benefit of industry expertise without the loss of confidentiality.”

Objection: “Your fees are too high.”

Response: “I appreciate your concern. But your business provides a product that is of higher quality than your competition. We take pride in offering higher quality too.”

Objection: “Let me think about it for a while.”

Response: “I appreciate your caution. You need to have all the necessary information before you decide. What additional information do you need?”

Objection: “You do not have clients in my industry.”

Response: “That is true, and I know you want experienced professionals to work for you. However, we do have clients whose operations and problems are very similar to yours. Let me tell you how we helped them out.”

Objection: “I am happy with my present [provider of a service].”

Responses:

  1. “That is important! Why are you using your present [provider of a service]? (Wait for response.) Those are important reasons. If you choose to do business with us, you could also expect advice and service in these other areas as well.”
  2. “It is always helpful to have another source of expertise. Could we have the opportunity to complete this one part of your job so we can demonstrate our ability?”

Objection: “How can I let my present [provider of a service] go after 20 loyal years?”

Responses:

  1. “I respect your feelings. However, if you want your business to grow, you must get the best possible help. And we can provide that help.”
  2. “I appreciate your loyalty. Let us work out an arrangement where we pick up only the more complex work.”

Objection: “How do I know the rest of your team is as good as you?”

Response: “That is a legitimate concern. You want all of the key people on the team to have experience in your industry. Let me arrange a meeting with the manager of this engagement so we can discuss your business and make plans for working together.”

Ensuring that you have a template in place for responding to these kinds of questions and concerns from your clients will help you to come across as confident and well-practised in managing these expectations. This promotes client confidence in you and your team when it comes to actioning their requests.

If you’re someone who often finds it difficult to make large lump sum payments for goods or services, you may want to consider looking into “Buy Now Pay Later” services.

Buy now pay later essentially means that, rather than paying in a full lump sum payment for a product or services rendered, there may be an option to pay through instalments of a certain amount over a set period to make the sum of the full amount in total. This method should allow you to pay in full for the product or service without overly straining your finances – you pay back what you can, as agreed upon when you begin the buy now pay later service.

Some popular buy now pay later services include Afterpay, Zip Pay, Brightepay, and some credit card networks such as  Mastercard and Visa, can offer buy now pay later arrangements.

Though it can be a convenient, immediate solution, it may be challenging to juggle the necessary repayments with other financial commitments. It’s not always the most appropriate method for people, and you should bear in mind your situation and ability in paying back the amounts. 

Before you sign up, keep in mind: 

  • It becomes easier to overspend with buy now pay later services, so know your limits on what you can and can’t afford.
  • You will be charged fees and costs to use the service, which can add up to a princely sum in and of itself.
  • Keeping track of your payments can be tricky if you’ve signed up for multiple services.
  • It could affect your loan applications for a car or mortgage as lenders consider buy now pay later spending just as much as your credit score.
  • Late repayments can appear on your credit report, which affects your ability to borrow money in the future.
  • Layby can be a cheaper alternative to buy now pay later, with no account-keeping or late fees to consider

If you are someone who could make use of BNPL services, you may wish to:

  • Ensure that when using the BNPL service, you stick to a set limit on what you spend so that you can comfortably pay it back later. 
  • Aim only to have one BNPL account at a time to manage payments through, rather than confuse yourself with multiple payments across different providers.
  • Always budget for bills, loan payments and BNPL payments, and 
  • Rather than use your credit card for payments to your BNPL account, consider linking to your debit account instead.

If you would like assistance in planning your financial future, help in managing your budget or some friendly advice, see us for a chat about what we can do for you.

Testimonial

What our Client Say

John Briggs

Jane Noller has been my accountant for the last 15 plus years. I can testify to Jane’s professionalism and expeditious manner in dealing with the day to day issues that surrounds our business accounting.

John Briggs

Registered Building Certifier

David and Alison Parker

I have been consulting J L Noller and Co. (more specifically Jane) for six years and during this time I have found her to be professional, efficient and easy to discuss all accounting and taxation matters with. Her office team are all polite and friendly also.

David and Alison Parker

Business Owner

Carl Gillmore

I have used Jane & the team for the last 6 years for all of my business & personal accounting needs. They have always been professional, easy to talk to & available when we have needed assistance.

Carl Gillmore

Carl Gillmore Landscape

John Briggs

Jane Noller has been my accountant for the last 15 plus years. I can testify to Jane’s professionalism and expeditious manner in dealing with the day to day issues that surrounds our business accounting.

John Briggs

Registered Building Certifier