Clarify before you answer
Ask what sits behind the objection, so you answer the real concern.
“I understand. Do you know when the meeting is likely to finish, or what a good time to call back would be?”
How to respond to “They’re in a meeting”
Customers say “They’re in a meeting” for a reason. Here is what usually sits behind it, how to respond and what to avoid.
What is really behind it
A standard screen, and often true. The response is short, kind and specific. Do not expect more information from the gatekeeper than they are willing to give. Ask for the best time and thank them.
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.
Propose a smaller step
Shrink the decision to something low-risk that moves things forward.
“Thank you. I will call back at three o’clock. Is that likely to be better?” Offering a specific time shows respect and gives them something simple to confirm.
Ask permission
Ask for a moment, a question or a next step, and accept the answer.
“Could I leave my number, or would it be better if I call again? I would not like to trouble you more than necessary.”
The follow-up question
After your response, ask:
Is there a regular time when they tend to be free?
What not to say
Avoid: I’ll hold, I don’t mind waiting.
Waiting on the line pressures the gatekeeper and wastes your time. It is also likely to annoy the person you want to reach.
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 “They’re in a meeting” really mean?
A standard screen, and often true. The response is short, kind and specific. Do not expect more information from the gatekeeper than they are willing to give. Ask for the best time and thank them.
How do you respond to “They’re in a meeting”?
Clarify before you answer: “I understand. Do you know when the meeting is likely to finish, or what a good time to call back would be?” Propose a smaller step: “Thank you. I will call back at three o’clock. Is that likely to be better?” Offering a specific time shows respect and gives them something simple to confirm. Ask permission: “Could I leave my number, or would it be better if I call again? I would not like to trouble you more than necessary.”
What should you ask after “They’re in a meeting”?
Is there a regular time when they tend to be free?
What should you not say when a customer says “They’re in a meeting”?
Avoid “I’ll hold, I don’t mind waiting.” Waiting on the line pressures the gatekeeper and wastes your time. It is also likely to annoy the person you want to reach.
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.