"It is too expensive." "Let me think about it." "I need to ask my husband." "I have been cheated before." Every seller hears these every day. Employers in Ghana list objection handling as a key telesales and sales skill. An objection is not the end of a sale. It often means the customer is interested but has a concern you have not yet answered.
A simple method: LAER
- Listen. Let them finish. Do not interrupt or rush to defend.
- Acknowledge. Show you understand: "That is a fair concern." This is not agreeing; it is respecting.
- Explore. Ask what lies behind it: "When you say expensive, is it the total, or paying it all at once?"
- Respond. Answer the real concern honestly, then check: "Does that help?"
The explore step is where most beginners fail. "Too expensive" can mean "I cannot afford it", "I do not see the value yet", "Another seller is cheaper" or "I am not the one who pays". Each needs a different answer.
Scripts for common objections
Adapt these in your own words.
Price. "I understand, it is a real amount of money. Can I ask what you are comparing it with?" Then, depending on the answer: explain what is included, show the cost of the problem it solves, offer a smaller option, or explain instalments if your company offers them.
"Let me think about it." "Of course, it is an important decision. So I can help, what part are you still unsure about?" If they need time, agree a specific follow up: "Shall I call you on Thursday afternoon?"