Handling Objections with Curiosity 

Successful retailers know that an objection isn’t a closed door; it’s an invitation to dig deeper. Whether it’s price, loyalty, lack of information or resistance to change, the surface of the objection is really an opportunity for curiosity and greater understanding.

As sellers are positioning Brevant® seeds, a good way to lean into curiosity with current and prospective customer objections is by leveraging the “L.A.Q.” method:

LISTEN, ACKNOWLEDGE and QUESTION.

It Starts with Listening

As you start a conversation and begin to hear a potential objection it can be tempting to jump in too quickly to defend your position. Instead of making assumptions and skipping ahead to think about how you’re going to respond, interrupt or correct – work to stay curious.

LISTEN to understand:

The LAQ method challenges you to take a moment and truly listen to the complete statement they are saying. Think to yourself:

  • What are the exact words they are using?
  • What are they really trying to tell me?

How could this look using a common objection that can come up about pricing?

They say:

“That seed is out of my price range.”

➨

You first hear:

“It's priced too high”

➨

But then you really
listen and hear:

“They are not comfortable with the price range”

Whereas your first instinct may be to jump into the conversation and defend the value of the seed or the current pricing, this example challenges you to hear where their objection is starting from (e.g., the price range) and open the door to learning more.

ACKNOLEDGE the Emotion

A key to any effective communication is establishing trust. And a great way to build trust while facing an objection is to simply acknowledge the emotion being shared.

The goal here often involves not letting our own emotions lead, but to pause and recognize the emotion of the customer or prospect. Note - when we acknowledge we aren’t necessarily agreeing, we are simply working to label the emotion to help the customer feel heard and understood.

IDENTIFY THE EMOTION:

While listening to the objection, challenge yourself to think through and identify the emotion so that you can help acknowledge the customer’s standpoint:

  • Is it skepticism? Lack of trust?
  • Are they confused or need to see proof? Do they need more information?
  • Are they complacent or loyal to their current brand?
  • Are they scared or hesitant to try something new?

How do we recognize and label the emotion using our previous objection about price?

They say:

“That seed is out of my price range.”

➨

You first identify emotions:

Discomfort
Distrust
Fear

➨

Then you acknowledge the emotion: 

“It sounds like there is some discomfort…”

To help build a foundation of trust, it is important that your acknowledgement of their emotions doesn’t come across as judgmental, but rather as confirmation that you hear and see where they are coming from to better understand their viewpoint. 

Question, Clarify and Confirm

To work through objections, questions will most always be more powerful than statements. Follow up questions show the customer (or prospect) your engagement and interest in what they have to say.

high performers ask 2.5x more questions graphic

QUESTION to dig deeper:

Taking time to ask questions provides the opportunity to get to the root of the objection. Leverage additional questions to:

  • Clarify what the customer is saying
  • Confirm you are understanding
  • Shape the conversation favorably

How could we leverage questions to dig deeper into an objection on price?

They say:

“That seed is out of my price range.”

➨

You first acknoledge the emotion:

“It sounds like there is some discomfort with the current price…”

➨

Then you follow-up with questions to clarify and confirm:

“What are the factors that help you determine your price range?”

“In what scenario would you feel more comfortable going above your price range?”

Putting together the ability to listen, acknowledge and question can be a powerful tool to shift the conversation from a quick rejection to an opportunity of learning. As you learn more about your current customers and prospects you can better identify how to meet their needs and build their trust.

Brevant seed is built on that foundation of trust and backed by local support rooted in the curiosity to help each farmer succeed.

Using LAQ with the Four Types of Objections

Obstacle/ObjectionWhat it might sound likeHow you might use LAQ to lead with curiosity:
MISCONCEPTION“You’re just leftover seed from another seed brand.”“I hear your hesitation. Could you share with me, what makes you think that? And, what helps you to trust that a seed has been specifically selected to perform locally?“
SKEPTICISM“You’re new. I’m not sure you’ve proven yourself yet.”“I appreciate you sharing your honest perspective with me. So I can better understand, what do proven seed brands look like for you?”
REAL DRAWBACK“You’re only five years old. Other brands have been around for generations.”“I hear your concern about longevity, what do you value most in the seed brands your work with today?”
REAL COMPLAINT“You don’t keep products for very long.”“Thanks for sharing that concern with me. How do you like to balance tried and true hybrids and varieties on your farm versus trying out products with newer genetics and trait technologies?”

FIRST TO KNOW

Sign up to hear about all the bold moves we’re making, plus agronomic insights, facts and early releases of important information from Brevant® seeds.

SIGN UP

OTHER VIEWERS WERE ALSO INTERESTED IN