- By Camila Ante
How many times have you heard: "Call me after the vacations". There are three possible reasons why someone will say this phrase to you:
First, your prospect might be interested in learning more, but has a legitimate reason for postponing the conversation. Perhaps you've already exhausted your budget, your team or department is still finalizing next year's strategy, or you need to review your current vendor before deciding whether to stay or switch.
In addition, vacation conflicts can get in the way. You need to get everything organized before you take a few weeks off, or a co-worker you would need approval from is absent.
Finally, the buyer may be ignoring you. He expects you to forget about him. If you contact him again in January, he'll give you another excuse.
No matter what the reason, don't accept that response to call back in January and hang up, because you will end the call without providing any value or learning any new information.
In the face of that response follow these steps to get more information or broaden your outlook, which will allow you to address that objection:
- Investigate why they are slacking off.
- Point out the benefits of speaking up now.
- Talk about a compelling fact that is happening now and relates to your offer.
- Expand the conversation by asking for more information.
- Offer some suggestions.
- Establish that it is urgent for him to consider your solution.
- Find out if they have any budget they need to use soon.
- If all else fails, try to schedule a follow-up meeting at that time.
- Now let's move on to responses that will help you discover why the buyer is stalling and, potentially, overcome their reluctance to talk.
14 ways to respond to "call me in January."
If they object during the first contact.
If a prospect asks you to call back without knowing anything about who you are, what you do and how you can help, he probably expects you to hang up and never call back. Show them that you're worth their time and pique their interest with an insightful question or suggestion.
1. "Do you have five minutes now to discuss your [goals for x, current approach to y, strategy for z]? If you don't think we can help, you won't have to worry about me looking for you in January. If we can help and the time is right, I'll call back."
This response shows that you are trying to determine the mutual fit. Knowing that you're not trying to sell at that time will put the buyer at ease, which will make them more likely to agree to spend a little more time on the phone. You gain more credibility with some relevant research-based questions and you might end the conversation by scheduling another meeting.
2. "If your company is anything like mine, it won't be this quiet until the other December. This could be a great opportunity to talk about your needs."
Most prospects aren't excited about starting a new project in December; they want to finish their existing work and get out of the office. To change the buyer's mind, point out that it's actually an ideal time to talk: most companies have wrapped up major projects, so you can focus on the conversation without the usual interruptions and distractions.
Also, remind her that it's better to start planning now and start the new year with progress, rather than looking for what to do in January (an initiative that her boss will also appreciate).
3. "I understand. How has the [recent triggering event] affected your workload?"
Asking about a current event right away gives you credibility and shows the buyer that you've done your research. So he'll feel compelled to respond, and once he's given you some context, follow up with something like:
"Many of my clients experience similar [problems, challenges]. I have some ideas for dealing with them. Would you like to hear them?".
4. "I'm going to develop some suggestions for [the prospect's company] around the [potential challenge] before our next conversation.Would you mind answering a few questions to make sure I'm presenting relevant recommendations?"
Once you've engaged in a meaningful dialogue with the buyer, you may find that he or she is no longer eager to hang up. But even if you only gather a few key details before your prospect says he should leave, you'll be better prepared for the next conversation.
5. "I can certainly call you back in January, but I won't be able to fully enjoy the vacations knowing that [the prospect's company] hasn't made progress on [the pain point]. To reassure me, may I offer you some suggestions on how to resolve [problem]?"
A tongue-in-cheek response will catch the buyer off guard, making them more receptive to your offer. And once you've demonstrated your expertise, your prospect is likely to be eager to hear more.
Make sure you don't launch into your sales pitch: you'll lose all the goodwill you've just generated. We recommend using this only with prospects who are in a more casual mood.
6. Are you free at [specific date and time]?
If the buyer presents a valid reason for waiting until January, don't keep pushing. Rather, make sure you get a formal date for your follow-up call and consider assigning some homework. If the prospect completes a mutually beneficial task before your next meeting (such as describing their current process or reading a blog post), it will mean they will be more engaged in the deal. You'll have no trouble resuming things in the new year.
This question is also useful when you suspect your prospect is getting discouraged. If he gets nervous or avoids committing to another conversation, switch to one of the other suggested contact call responses.
If they object after the discovery call.
At this stage of the sales conversation, you've learned about the buyer's challenges and situation, but she or he still doesn't know how your product can help him or her. To ensure a future meeting, remind him or her why it's important to act.
7. "If we wait until next quarter to solve [problem], [you will lose x amount per day, fall behind on y, decrease your annual revenue by z percent].Will that have a significant impact on your business?"
This way you put your prospect's potential losses in his mind. He'll instantly be more motivated to stay in line.
8. "If you wait until next quarter to do x, you'll lose [opportunity].Would capitalizing on the [opportunity] significantly affect your [company, team, career]?"
If your prospect normally talks about capitalizing on opportunities rather than solving problems, use the same approach as question 1, but with a positive spin. He or she is probably more motivated by progress and visions of a better future than fear-based tactics.
9. "[Prospect's name], do you still expect to achieve x by [date]? Meeting that deadline will be impossible if we wait until January."
Have you set a date by which the buyer must act? Warn him of the dangers of delaying. You'll see your goal slip out of sight unless you act now.
If they object after the demonstration or presentation.
Most objections that arise during this stage relate to features or pricing. If the buyer asks you to call back next month, one of four things has happened:
- He has just received new information that significantly changes his situation.
- He has decided that the product is not a good fit for him, but wants to avoid telling you "no."
- He has inadvertently withheld crucial details.
- He's still considering other suppliers or assimilating what he learned during your presentation (which usually means you didn't incite enough urgency).
To find out if you should give up on a deal or keep trying, investigate the reason for the delay or test their interest with new information.
10. "Yes, I can call back. To understand your context, how will your situation be different in January?".
This question helps you find out if the buyer has a genuine reason for postponing the conversation. If he says he's interested in buying, but has no budget left, ask him to commit now and offer a retroactive contract.
If his circumstances will look significantly different in January, use that information to suggest next steps. For example, a new executive will be arriving at her company and your contact isn't sure how things will change. You can respond:
"I recently worked with a client in your same position; we developed a proposal that she gave to the new leader in her first week. Not only did she make a great first impression, but her department received twice as much funding as the year before. Is that something you'd be interested in doing?"
If your prospect doesn't have a compelling answer, turn the page. Spend January mapping out your sales plan for the rest of the year, rather than continuing with lukewarm prospects.
11. "Why did you wait until now to raise this objection?".
At this point, you've both invested a lot of time and resources to move the deal forward to this stage. You are justified in calling him out on the unexpected delay. However, not all prospects will respond well to such a direct style. If the buyer usually avoids conflict, asking this question can permanently damage the relationship.
Here are two softer versions:
"Can you help me understand why you are questioning the deal [now, so late in the process]? This information may change my recommendations."
"The last time we spoke, you said you would [do x, have an answer, relevant event would happen] by [date]. Is that no longer the case?".
12. "I don't want to spend any more of your time if you're not interested in my offer. Do you feel [product] is a good fit for [prospect's company] or do I have permission to close your follow-up?"
Being direct also encourages your prospect to be honest. Whether he's decided on a different course or just needs a little nudge, you'll get the answer you need to determine your next step.
13. "As a heads up, we're offering [discount/promotion], but only through the end of the year."
If you're following up with a prospect who's a good fit or someone who's become hesitant, a time-sensitive promotion can help incite great urgency.
Stay away from this tactic if you're communicating with a first-time buyer. You're missing crucial information about their needs and timeline, not to mention their knowledge of the problem in the first place. Offering discounts prematurely can also weaken your negotiating position from the start, diminish the perceived value of your product and make you appear too eager to close.
With these answers up your sleeve, you won't be stumped by requests to call back in the new year.
