OBJECTIONS
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Pivoting—Discussion and Activity
There are times that not every sales appointment goes just as planned. The better prepared you
are, the better able you are to handle these situations with ease. When the prospect challenges
with an objection it can take the appointment in a different direction.
Time to pivot. When an objection arises, address it by empathizing with the prospect to fully
understand their concern. This will allow you to offer alternative steps without losing trust with
the prospect. Remember, pivoting too easily and disregarding the objection can signal a lack of
confidence in your recommendation and potentially jeopardize the appointment.
Scenario Example: You have met with Mr. Williams and have presented a blended insurance
policy consisting of 50/50 split between Whole and Term Life. Mr. Williams has confirmed a
willingness to contribute $300 a month. However, you learn that after Mr. Williams has spoken
with his wife, he decides that $100 a month is more realistic.
At this point, you must pivot away from your original plan, further explore the prospect’s needs,
what’s most important, and the budget to further understand. Using the Handling Objections
methodology you have learned, what could you say to the prospect? Next, how might you pivot
in offering a different solution than what was originally proposed?
1. Find a partner and write out dialogue for how you could respond to the prospect’s objection
through the use of Empathize and Understand.
2. Identify an alternative solution to pivot to in order to address the objection.
3. Be prepared to share you answer with others.
EMPATHY:
UNDERSTAND:
ALTERNATIVE OPTION TO ADDRESS THE OBJECTION:
