Acknowledge, then ask
Show you heard it, then ask an open question before you respond.
“Wonderful, then you are exactly the person I would like to speak to. May I ask how you handle X at the moment?” Treat them as the expert.
How to respond to “I handle all of that”
Customers say “I handle all of that” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
What is really behind it
The person on the phone may be the real decision-maker, or may be protecting their role and their boss. Take it at face value, treat them as the decision-maker, and ask the questions you would ask anyone. If they are not, it will show.
Typical in: Software and SaaS, Insurance and finance, Real estate, Telecom and energy, Professional services, Retail and e-commerce, Manufacturing and logistics, Contact centre and customer service
How to respond
Pick the framework that fits the customer. The wording is an example direction, not a script: say it in your own words.
Clarify before you answer
Ask what sits behind the objection, so you answer the real concern.
“Good to know. When you look at something new, who else usually has a say, or is it fully your decision?” Ask it respectfully, not as a challenge.
Ask permission
Ask for a moment, a question or a next step, and accept the answer.
“May I tell you in a sentence what we do, and you tell me whether it is relevant? If not, I will not take your time.”
The follow-up question
After your response, ask:
How do you usually decide whether to look at a new supplier?
What not to say
Avoid: Surely your boss makes the final decision?
It challenges their status and suggests that they do not count. They will end the call.
Practise it out loud
Reading is not the same as saying it. Talk to an AI customer who raises this kind of objection and see in the report which sentence helped.
Practise this objectionQuestions about this objection
What does “I handle all of that” really mean?
The person on the phone may be the real decision-maker, or may be protecting their role and their boss. Take it at face value, treat them as the decision-maker, and ask the questions you would ask anyone. If they are not, it will show.
How do you respond to “I handle all of that”?
Acknowledge, then ask: “Wonderful, then you are exactly the person I would like to speak to. May I ask how you handle X at the moment?” Treat them as the expert. Clarify before you answer: “Good to know. When you look at something new, who else usually has a say, or is it fully your decision?” Ask it respectfully, not as a challenge. Ask permission: “May I tell you in a sentence what we do, and you tell me whether it is relevant? If not, I will not take your time.”
What should you ask after “I handle all of that”?
How do you usually decide whether to look at a new supplier?
What should you not say when a customer says “I handle all of that”?
Avoid “Surely your boss makes the final decision?” It challenges their status and suggests that they do not count. They will end the call.
Keep exploring
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules, the terms of the product and a customer’s clear no.