13 Stupid Excuses Decision Makers Give to Blow Off Sales Calls (& How to Respond)
Sales people get a bad rep just for doing their jobs. Our economy is built on sales, and yet decision makers respond to sales people like they’re scum. How rude is that? The following are 13 stupid excuses decision makers give to blow off sales calls. While often absurd and insulting, there are ways to bulldoze over these excuses and become a voice of reason.
1. “I’m not interested.”
You don’t even know what there is to be or to not be interested in! What kind of a person obnoxiously lies to your face like that? Besides, you’re obviously interested in what the person on the other end has to say, because you answered the call! If you’re not interested, spare both of us by not answering.
There are several ways to combat this excuse. You could go with the quick reply of “Why not?” While they’re stammering to find a non-existent explanation, you can slip in the rest of your elevator pitch. Example: “Why not?… You know, the average ROI for someone in your industry using [our service] is about 250%.”
Another common rebuttal is to use the Jones Effect, to say that so-and-so down the street went through the same thing, and now it’s a staple of their workday. If you can use a competitor’s name, your chances of success go up. Example: “I can certainly understand and appreciate that. [Client X] said the same thing, and now they’re using [our service] in [ways A, B, and C]. They love it! Are you saying you’re not interested in improving these [numbers/areas]?”
There will always be a jerk or two on your call list, but responses like these will improve your chances with everyone else.
2. “We already use [your competitor].”
Oh no! I’m sorry for your poor life choices! At least you understand the benefit of this concept. Now let me show you a better, probably cheaper, way to do that same thing.
This kind of excuse is a pro and a con. It’s a con, because that person likely doesn’t want to switch products, which, admittedly, can be a very arduous process. It’s a pro, because the person already values what you offer. If you know your competitors well, you should be able to highlight your strengths and their flaws. You have options in your approach.
You could be snarky. Example: “Oh, so you’re probably looking for an upgrade, then.” Worst case is you’ve offended them. Best case is that they now think there’s an entire world they’re missing out on. They’re hooked.
You could go the conversion route. Example: “I certainly understand and appreciate that. [Client X] and [Client Y] used them, too, but they liked [our service] better because [reasons A, B, and C].” And then let silence work its magic.
You could also take the ancillary benefit approach. Example: “I’m glad you see the value! Most people actually use [our service] as a compliment to what they’re already doing, because we focus on things like [A, B, and C], which [Competitor] doesn’t.” If they have a need or desire for any of those ancillary benefits, this should get your foot in the door.
If someone’s already using a competitor, you need to politely show that possibly arrogant DM that they don’t actually know everything. Explaining simply how you provide more or better benefits is key.
3. “Just send me some information.”
“Add me to your email marketing campaigns,” you say? “Make sure I never miss an update,” you say? I think we can handle that. We can make sure you get all the information you could possibly want (and we will), but why not at least let us know what kind of information to send you? We know we’re going to have to follow up in a week anyway. Why not help us both out?
In fact, that can be a great response. Example: “I would love to send you some information! What would you be looking for? Where are you currently trying to grow?” If you’re speaking with a decent human being, this will start to open up a rich conversation.
4. “Call me in 6 months.”
Do you mean call you in 6 months when your competitors using our service are crushing you, and you’re finally desperate for ideas? Or just never? Seriously, what do you think is going to be different in 6 months? Unless you’re birthing a child next week or moving to a different company, your schedule isn’t going to look very different. What gives?
Depending on context, the prospect might mean they don’t have enough time to worry about something, or that the timing isn’t right for them at the moment. These take different approaches. Example: “This could be perfect for you, then, because the point of [our service] is to save you a lot of time and earn you more money.” What you’re telling them is that if they don’t have enough time in their schedule, they desperately need your service.
There is a chance that something legitimate within the prospect’s company makes now a bad time to implement, but more often than not the excuse shows a lack of interest. In this case, you can incorporate the fear of missing out. Example: “I can understand and appreciate that. What happens when I call back and you’re already 6 months behind?”
Another option to take is to plan ahead. Example: “Great! So it’s on your timeline, then? Let’s go ahead and work out a plan so all you have to do is flip a switch when the time comes.”
“Call me in 6 months” is almost always an illegitimate excuse to get you off the phone. So flip it on them.
5. “It costs too much.”
Have you ever heard of an ROI? Have you even looked at our pricing yet? Why would anyone get our service if it was just going to be a financial burden? Do you see how your story is full of holes?
You hear it said all the time: Price is only ever an issue in the absence of value. That’s true! But it doesn’t make it any less infuriating when someone lies to you before they even know the price. This warrants a few potential responses.
You can take the snarky road, and directly challenge their statement. Example: “Do you know how much it costs?” While they’re stumbling for a response, you can hit them with the lower-than-expected price. Example: “We’re talking [25] bucks.”
Then there are more serious ways to handle this excuse, such as by sharing more of your service’s value, maybe even by using a quick case study. Example: “I can understand and appreciate that. [Client X] said the same thing, but then they used [our service] and increased their [revenue] by [XX%], which *slight chuckle* obviously more than covered the cost.”
Prospects need to understand the value, and that they’re going to get back whatever they put in, plus a good bit more.
6. “I don’t have time.”
Because four minutes is such a drain on your Facebook scrolling session. Our conversation will probably take less time than you spend in the bathroom, and you’re telling me that you have no margins in which to slip this conversation for the foreseeable future? Unbelievable.
If you can get the prospect to take even one step, however small, you will significantly improve your chances of them eventually converting. Example: “I can understand and appreciate that. Do you know what we do? Why don’t we go over [our service] really quickly, and see if it even makes sense for us to talk later.”
Another way you could phrase it, if you’re feeling bold is like this. Example: “I can understand that. Give me literally 30 seconds, and if you’re not interested you can hang up on me.” Then make sure your pitch is less than 30 seconds.
If it is actually a terrible moment, offer two time options to narrow all possibilities into simply choosing A or B. Example: “I can understand and appreciate that. Would Monday at 11:30am or Tuesday at 2:45pm work better for you?”
When someone’s trying to blow you off, get them to say a few more words. The more they invest in the conversation, the more likely they are to keep hanging on.
7. “You should talk to So-and-So.”
So what you’re telling me is that you’re the Director of Department-That-Directly-Applies-to-Our-Service, and you don’t make any of the decisions? Right. How do I get a job like that? Sounds pretty sweet.
In confusing situations like this, it helps to break things down. Example: “Oh okay. Can you help me understand something really quickly? You’re [this position], right? Is [So-and-So] more in charge of the daily operations of things, or how does that work exactly?”
If they were just trying to blow you off, they’ll talk themselves into a pickle. If they’re being legitimate with you, you’ll now get a better understanding of their operation.
8. “That doesn’t apply to us.”
Then why am I calling? So you’re telling me that this thing we built specifically for people in your position in your industry is totally irrelevant? Yeah, that makes sense. Thankfully, this one has a simple solution.
Politely challenge their statement. Example: “Why not?” You should know enough about what you offer and the industry you’re in to find ways your prospect could use it. All you need to do is ask an open-ended question to get them started talking. Don’t interrupt. Let them talk. Maybe even take notes during the conversation. When they’re done, gently share where your [products/services] could in fact apply. Don’t try to prove them wrong, just show them another way.
9. “I don’t want to have to do anything else.”
How lazy. I bet your business isn’t even growing! Of course integration is ideal. If you can do every possible task from a single dashboard, everyone would be happy. But occasionally it’s worth taking a few extra steps to get that added value. That’s what you have to convey — that the value is far greater than any potential “inconvenience.”
Just about anything can integrate with anything else these days. If they value what you’re offering enough, they can make the integration happen. Usually it’s more of an issue of seeing the value, so check them on that.
Example: “If I’m hearing you correctly, you see how [our service] would benefit you, but you think it would be inconvenient to get used to. Would that inconvenience outweigh the value gained? Do you think that would be worth sacrificing [benefits A, B, and C]?”
Get them feeling their own objection was rather, well, silly, and then the two of you can have a real conversation.
10. “We’d need this feature.”
Yes, because our quickly growing business filled with industry experts completely missed what our targets need! Seems reasonable. Sometimes excuses like this are just prospects thinking out loud. It’s not so much an objection as a meaningless complaint. You might be able to get away with just ignoring it, or you might need to instead highlight the other pros of your service.
Help the prospect understand the larger picture. Example: “I can understand and appreciate that. It seems like a rather small detail compared to [benefits A, B, and C]. Would [benefits A, B, and C] be valuable to you?”
Another option you can take is to simply ask “Why?” As they share more about their business and strategy, you have more room to show them the value of your product.
11. “You’re just trying to sell me.”
Obviously. But what would be the point of trying to sell something that offered no value? Of course I’m trying to hit goals and earn commissions and all of that stuff. But I wouldn’t be calling if I couldn’t help you!
You need to help the prospect understand that you’re not selling some worthless piece of junk. Example: “I’m not asking you to give me anything. I’m asking you to invest in your own business.” Turning the conversation around to be all about the prospect’s goals is a great step towards getting the sell.
12. “We’ve had a bad experience with that kind of product before.”
I’ve had a bad experience with my dog defecating on the floor. That doesn’t mean I’m putting it down, or that I’ll never have a pet again! How is one bad experience with a product or service justification for never using anything like it again?
Married people fight and stay together. People keep drinking after getting a hangover. Not every marketing campaign works, but you’ll try another. Not every employee is good, but you’ll hire another! The prospect needs to understand the same concept here.
You could be snarky with them. Example: “Not every advertisement you’ve done was a home run. Did you stop advertising?” Something like this would definitely catch them off guard and make them think, but it might be a little blunt. You can also say the same thing a little softer. Example: “I can understand and appreciate that. Have you ever tried marketing again after a bad campaign? … What’s the difference here?”
13. “I’ll get back to you.”
No. You won’t. We both know you’re going to forget all about this for months until you finally (maybe) realize you really need what we offer. There’s a few ways to approach this.
You could be blunt. Example: “If you’re never going to say ‘yes,’ I’d rather you tell me now. You won’t hurt my feelings.” This will keep you from wasting your time. The prospect might even appreciate your candor.
You could reinforce the value. Example: “It seems like I didn’t explain the value well enough. Why don’t you think this is worth doing?” The more a prospect explains their thoughts and feelings, the more the ball is in your court.
You could also make sure they get all the right information. Example: “I can understand and appreciate that. Most people like to have some information on file to help their decision-making. I’ll send you a couple of relevant case studies. What else would you like?”
This gives you a great opportunity to open up email as a line of communication, and your marketing materials may even be able to persuade them.
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