Sales objection handling scripts
Ten scripts for the objections product buyers raise: we have a supplier, send me info, not now, your MOQ is high, lead time and more. Ready to use.
By the PromptLab team7 November 20266 min read
Every buyer has a reason not to switch, not to order or not to talk to you today. "We already have a supplier." "Just send me something." "Not right now." These are not the end of the conversation. They are the buyer telling you what stands in the way.
The scripts below give you words for the objections that come up most when you sell physical products. They work on the phone, in a meeting or in a reply email. Each follows the same pattern: acknowledge, ask a question, answer in one or two sentences, and suggest a next step. Price has its own set of replies in how to handle price objections and discount request reply templates. Here we cover everything else. For the method behind them, see how to handle sales objections.
The four-part pattern
- Acknowledge. "That makes sense." Don't argue first.
- Ask. Find the real reason with one open question.
- Answer. Respond to that reason with a fact, not a speech.
- Advance. Propose a small next step: a sample, a quote, a call.
Skip the second step and you answer an objection the buyer didn't have.
"We already have a supplier"
That's good to hear, and I'd expect you to have one. I'm not asking you to change anything today. Out of interest, what do you value most in the supplier you use now: price, delivery, quality, support? [Listen.] Many of our customers kept their main supplier and gave us a [second source / a product line / the urgent orders]. Would it be worth a sample of [Product] so you have a second option on file?
Use it on a first call. A second source is an easier yes than a switch.
"Just send me some information"
Happy to. So I send the right thing, what are you looking at: which product, what volume, and when do you need it? [Listen.] Good. I'll send the datasheet for [Product] and a price guide for [Quantity]. Can I ring you on [Day] to see if it fits, so you don't have to read it all?
Use it when the buyer wants to end the call. The three questions show whether there is real interest.
"Now is not a good time"
Understood. When do you usually review [Product] suppliers, or when does your current stock or contract run out? [Listen.] Then I'll leave it until [Month]. In the meantime, may I send you a sample of [Product], so you can test it before you need it? That way, if the timing changes, you already have an answer.
Use it when the objection is timing. Note the date and call then. If you can, give the buyer a task to do before.
"I need to talk to someone else"
Of course. Who else is involved in the decision, and what will they want to see? [Listen.] Could I join a short call with you both, or would it help if I put together a one-page summary for [Name]: the spec, the price and the delivery terms? I'll be brief.
Use it as soon as you hear it. It tells you who the other decision makers are. Add them as contacts on the account.
"Your minimum order is too high"
That's a fair point, and I'd like to understand it. Is the issue the cash you'd put into stock, the space to store it, or how much you expect to use? [Listen.] There are a few ways to handle it: a mixed order across products, delivery in parts over [Period], or a trial order at a slightly higher price. Which would suit you best?
Use it when the quantity is the problem. For written replies, use MOQ request reply templates.
"Your lead time is too long"
I hear you. When do you need it by, and how often do you order? [Listen.] If you tell me the pattern, we can hold [Quantity] in stock for you, or agree a regular schedule so each order ships in [Number] days. Would a rolling forecast for the next [Period] make that possible?
Use it when the real issue is planning. A forecast from the buyer lets you hold stock.
"We tried you before"
Thank you for telling me. I'd like to hear what went wrong, so I can find out whether it's been fixed. What happened? [Listen. Don't defend.] I'm sorry about that. [What has changed: process, person, supplier, stock level.] If you'd give us one small order, I'll look after it myself, and tell you where it is at every step.
Use it when a buyer has history with your company. Check the record before the call so you know what happened.
"We buy from a distributor"
That's fine, and a lot of our customers do. Which distributor do you use, and are you happy with the price and delivery? [Listen.] I'm not trying to go around them. What I can do is share technical data and support directly, and if you ever need a different pack or a direct price for a larger volume, you know where I am. May I send you our datasheet and my details?
Use it when your product reaches the buyer through a channel partner. Don't undermine the partner, since that costs you the relationship. See how to sell through distributors.
"Your competitor's product is the same"
It may well be, on paper. What's the spec you're comparing: grade, purity, batch size, packaging? [Listen.] Where we differ is [Difference: batch testing, certificate of analysis, consistency between lots, support when something goes wrong]. The best check is your own process. Would you run a sample of ours next to theirs?
Use it when the objection is about comparison. Let the buyer test, since it is more convincing than any claim.
"I'll think about it"
Of course. So I know what to prepare, what's the main thing you want to think through: the product, the price, the timing or something else? [Listen.] Then I'll [send X / answer Y]. When shall we speak again, say [Day]?
Use it at the end of a meeting or a quote call. Ask for a date, not for "a decision".
Tips for handling objections
- Pause before you answer. A two-second pause shows you listened.
- Don't say "but". Say "and", or ask a question.
- Answer the real objection. "Too expensive" may mean "I can't justify it to my boss".
- Keep a list. Write down every objection you hear and the answer that worked. Share it with the team.
- Use proof you can show. A datasheet, a certificate or a test result is stronger than a promise. Only say what you can back up.
- Know when to stop. If the answer is no, thank them and note why.
Record objections in your CRM
Patterns only show up if you write objections down. If you lose five deals to the minimum order quantity in a quarter, that is a pricing or packaging decision, not a sales one.
Frequently asked questions
What is the best way to handle a sales objection?
Acknowledge it, ask a question to find the real reason, answer that reason in a sentence or two, and suggest a small next step. Don't argue and don't answer an objection the buyer didn't raise.
How do I handle 'we already have a supplier'?
Accept it, ask what they value in that supplier, and offer to be a second source. A sample or a small trial order is easier for the buyer than switching all their volume.
Is 'send me some information' a real objection?
Often it is a polite way to end the call. Ask what product, what volume and what timing, then send information that matches and book a time to discuss it. If they will not say, the interest may not be real yet.
Should I answer an objection straight away?
Usually ask a question first. The first objection a buyer states is not always the real one. Once you understand it, a short answer works better than a long one.
How do I prepare for objections?
List the ten you hear most, write a two-sentence answer to each, and practise them aloud with a colleague. Update the list every quarter from your lost deals.