Objection handling
How to answer “I need to consult someone else”
Another person has a say, or the customer wants support before deciding.
Why customers say it
A trusted adviser, an accountant, a colleague or a friend gives reassurance.
Three ways to respond
One approach for each setting. Adapt the words to the customer and to your company’s rules.
- In sales
- Welcome the second opinion. “Good idea. Who would you like to ask, and what would they want to see? I will prepare it.”
- In insurance
- Respect it and make it easy. “Of course. A second view is sensible for a long-term decision. Shall I put the key points on one page for you to share?”
- In a contact centre
- Offer help and follow-up. “Understood. Shall I send a short summary you can show them, and call you back on a day you choose?”
A common mistake
“There is no need, I can explain everything.” Taking away the customer’s support.
Educational conversation training. It is not legal or financial advice and it promises no results. Always follow your company’s rules and the terms of the product.
Practise it out loud
Talk to an AI customer who raises this objection and read in the report which sentence helped.
Questions about this objection
What does “I need to consult someone else” mean?
Another person has a say, or the customer wants support before deciding.
Why do customers say “I need to consult someone else”?
A trusted adviser, an accountant, a colleague or a friend gives reassurance.
How do you answer “I need to consult someone else”?
In sales: Welcome the second opinion. “Good idea. Who would you like to ask, and what would they want to see? I will prepare it.” In insurance: Respect it and make it easy. “Of course. A second view is sensible for a long-term decision. Shall I put the key points on one page for you to share?” In a contact centre: Offer help and follow-up. “Understood. Shall I send a short summary you can show them, and call you back on a day you choose?”
What is a common mistake when a customer says “I need to consult someone else”?
“There is no need, I can explain everything.” Taking away the customer’s support.