Objection handling
How to answer “It is too complicated”
The customer feels lost and fears making a mistake.
Why customers say it
Jargon, long documents and too many options.
Three ways to respond
One approach for each setting. Adapt the words to the customer and to your company’s rules.
- In sales
- Simplify with one question. “Let me cut it down. What matters most to you, protection, savings or flexibility?” Explain in three short sentences and check understanding.
- In insurance
- Use plain words and one thing at a time. “Let us take it step by step. First: what are you trying to protect? I will explain only what you need for that.”
- In a contact centre
- Slow down and confirm. “Let me explain it more simply. Shall I go through it in three short points?” Ask them to repeat back in their own words.
A common mistake
A faster, longer explanation. More detail does not make it simpler.
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 “It is too complicated” mean?
The customer feels lost and fears making a mistake.
Why do customers say “It is too complicated”?
Jargon, long documents and too many options.
How do you answer “It is too complicated”?
In sales: Simplify with one question. “Let me cut it down. What matters most to you, protection, savings or flexibility?” Explain in three short sentences and check understanding. In insurance: Use plain words and one thing at a time. “Let us take it step by step. First: what are you trying to protect? I will explain only what you need for that.” In a contact centre: Slow down and confirm. “Let me explain it more simply. Shall I go through it in three short points?” Ask them to repeat back in their own words.
What is a common mistake when a customer says “It is too complicated”?
A faster, longer explanation. More detail does not make it simpler.