Handling Objections – When Problems Arise

• Step 1: Say something positive 
• Step 2: Ask a question to figure out why they’re objectifying. If you don’t know why they’re saying no, you can’t effectively reason with them 
• Step 3: Actively listen. Uncross your arms, have an open body position, nod, and make eye contact 
• Step 4: Summarize back to them their thoughts to confirm you are hearing them right  
• Step 5: Give them your response

EXAMPLE: “I don’t want to feed a diet from the veterinarian.” – Veterinarians just push them to make money.

Discussion:

Think of a time when a client disagreed or declined services and you were able to help change their mind. How did it happen? What made you successful?