Modelo grátis

Objection handling sheet

The objections sales callers hear most, what each one usually means, an honest reply and the question to ask next. Add your team’s own version beside each one.

Excel e CSV
Sem cadastro nem e-mail
12 objections with replies

lumakol-objection-handling-sheet.xlsx

ABCDE1What they sayWhat it often meansWhat to sayQuestion to ask nextYour version

2I’m busy right now.Bad timing, or not sure the call is worth it yet.No problem, I’ll keep it short another time. When is better, later today or tomorrow?What time usually suits you for a quick call?

3Just send me the details.A polite way to end the call, or they really prefer to read.Happy to. So I send the right thing and not a pile of brochures, can I ask one quick question first?What matters most to you in this?

4It’s too expensive.They are comparing with something cheaper, or do not see the value yet.That’s fair to ask. What are you comparing it with? Then I can tell you honestly if it’s worth it for you.What budget did you have in mind?

5I need to think about it.Something is unclear, or someone else has to agree.Of course. Usually that means one thing still bothers people. What is it for you?Who else will be part of the decision?

6I need to talk to my partner / boss.They are not the only decision maker.Makes sense. Would it help if I joined that conversation, or sent a one-page summary you can show them?When are you likely to speak with them?

7We already use someone else.They are not unhappy enough to switch, or switching feels like work.Good to hear you’ve got something in place. Is there anything about it you’d change if you could?When does your current arrangement come up for renewal?

8I’m not interested.Wrong timing, wrong offer, or they did not hear why you called.That’s fine, I won’t push. Is it the timing, or is this just not something you need?Would it be useful if I checked back in a few months?

9How did you get my number?They are wary, and they have a right to know.Tell them the truth: the form, ad, listing or referral it came from, and the date if you have it.Is this still something you’re looking into?

Objections

Baixe o modelo

Excel with the twelve objections filled in and a column for your own replies, or the same rows as a CSV.

Baixar Excel (12 kB)

Com listas suspensas, formatação e uma aba Como usar. Abre no Excel, Google Sheets, Numbers e LibreOffice.

Baixar CSV (3 kB)

As mesmas colunas em texto simples, para importar em qualquer lugar. Sem listas suspensas nem fórmulas.

As 5 colunas

O que escrever em cada uma e por que ela está lá.

Coluna	Coluna	O que escrever nela	Tipo
A	What they say	The objection in the words leads actually use.	Texto
B	What it often means	The real worry behind it, more often than not.	Texto
C	What to say	A short, honest reply. Say it in your own words.	Texto
D	Question to ask next	One question that keeps the conversation going.	Texto
E	Your version	Write the reply that works for your product and your leads.	Texto

What they say
The objection in the words leads actually use.
Texto
What it often means
The real worry behind it, more often than not.
Texto
What to say
A short, honest reply. Say it in your own words.
Texto
Question to ask next
One question that keeps the conversation going.
Texto
Your version
Write the reply that works for your product and your leads.
Texto

The twelve objections

Each with what it often means, a reply to say in your own words and the question to ask next.

What they say	What it often means	What to say	Question to ask next
I’m busy right now.	Bad timing, or not sure the call is worth it yet.	No problem, I’ll keep it short another time. When is better, later today or tomorrow?	What time usually suits you for a quick call?
Just send me the details.	A polite way to end the call, or they really prefer to read.	Happy to. So I send the right thing and not a pile of brochures, can I ask one quick question first?	What matters most to you in this?
It’s too expensive.	They are comparing with something cheaper, or do not see the value yet.	That’s fair to ask. What are you comparing it with? Then I can tell you honestly if it’s worth it for you.	What budget did you have in mind?
I need to think about it.	Something is unclear, or someone else has to agree.	Of course. Usually that means one thing still bothers people. What is it for you?	Who else will be part of the decision?
I need to talk to my partner / boss.	They are not the only decision maker.	Makes sense. Would it help if I joined that conversation, or sent a one-page summary you can show them?	When are you likely to speak with them?
We already use someone else.	They are not unhappy enough to switch, or switching feels like work.	Good to hear you’ve got something in place. Is there anything about it you’d change if you could?	When does your current arrangement come up for renewal?
I’m not interested.	Wrong timing, wrong offer, or they did not hear why you called.	That’s fine, I won’t push. Is it the timing, or is this just not something you need?	Would it be useful if I checked back in a few months?
How did you get my number?	They are wary, and they have a right to know.	Tell them the truth: the form, ad, listing or referral it came from, and the date if you have it.	Is this still something you’re looking into?
Call me next week.	Real timing, or a soft no.	Sure. Which day and time works, so I call when you’re free and not before?	Is there anything I can send before then?
I saw a cheaper offer.	Price matters to them, but they are still talking to you.	Thanks for telling me. Can you share what’s included in it? Then we can compare like for like.	Apart from price, what would make you choose one over the other?
I don’t trust these calls.	Too many spam calls, or a bad experience before.	I understand, there are a lot of them. I can send my name and company on WhatsApp right now so you can check us first.	Would that help?
Please don’t call me again.	A clear request to stop.	Apologise, confirm you will not call again, and mark the lead so nobody on the team calls it.	(None. End the call politely.)

I’m busy right now.

What it often means: Bad timing, or not sure the call is worth it yet.
What to say: No problem, I’ll keep it short another time. When is better, later today or tomorrow?
Question to ask next: What time usually suits you for a quick call?

Just send me the details.

What it often means: A polite way to end the call, or they really prefer to read.
What to say: Happy to. So I send the right thing and not a pile of brochures, can I ask one quick question first?
Question to ask next: What matters most to you in this?

It’s too expensive.

What it often means: They are comparing with something cheaper, or do not see the value yet.
What to say: That’s fair to ask. What are you comparing it with? Then I can tell you honestly if it’s worth it for you.
Question to ask next: What budget did you have in mind?

I need to think about it.

What it often means: Something is unclear, or someone else has to agree.
What to say: Of course. Usually that means one thing still bothers people. What is it for you?
Question to ask next: Who else will be part of the decision?

I need to talk to my partner / boss.

What it often means: They are not the only decision maker.
What to say: Makes sense. Would it help if I joined that conversation, or sent a one-page summary you can show them?
Question to ask next: When are you likely to speak with them?

We already use someone else.

What it often means: They are not unhappy enough to switch, or switching feels like work.
What to say: Good to hear you’ve got something in place. Is there anything about it you’d change if you could?
Question to ask next: When does your current arrangement come up for renewal?

I’m not interested.

What it often means: Wrong timing, wrong offer, or they did not hear why you called.
What to say: That’s fine, I won’t push. Is it the timing, or is this just not something you need?
Question to ask next: Would it be useful if I checked back in a few months?

How did you get my number?

What it often means: They are wary, and they have a right to know.
What to say: Tell them the truth: the form, ad, listing or referral it came from, and the date if you have it.
Question to ask next: Is this still something you’re looking into?

Call me next week.

What it often means: Real timing, or a soft no.
What to say: Sure. Which day and time works, so I call when you’re free and not before?
Question to ask next: Is there anything I can send before then?

I saw a cheaper offer.

What it often means: Price matters to them, but they are still talking to you.
What to say: Thanks for telling me. Can you share what’s included in it? Then we can compare like for like.
Question to ask next: Apart from price, what would make you choose one over the other?

I don’t trust these calls.

What it often means: Too many spam calls, or a bad experience before.
What to say: I understand, there are a lot of them. I can send my name and company on WhatsApp right now so you can check us first.
Question to ask next: Would that help?

Please don’t call me again.

What it often means: A clear request to stop.
What to say: Apologise, confirm you will not call again, and mark the lead so nobody on the team calls it.
Question to ask next: (None. End the call politely.)

Como usar

Read the replies out loud once or twice before your shift, then say them in your own words. Leads can tell when someone is reading.
Use the Your version column for the reply that works for your product. Share the best ones with the team.
Add new rows at the bottom when you hear a new objection more than twice.
Ask the question in the last column and then stop talking. The answer usually tells you what the real objection is.
If someone asks not to be called again, respect it straight away. In LumaKol, the Requested no contact outcome stops the phone apps dialling that lead again.

Perguntas sobre este modelo

O modelo é grátis?

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Funciona no Google Sheets?

Sim. No Google Sheets, escolha Arquivo e depois Importar, e envie o arquivo Excel para manter as listas suspensas e as fórmulas. O CSV abre em qualquer lugar, mas não tem listas nem fórmulas.

Posso mudar as colunas ou as listas?

Sim. Renomeie colunas, adicione as suas ou edite os valores na aba oculta Lists para mudar as listas suspensas.

Posso levar isso para a LumaKol depois?

Sim. Leads → Importar, no app web, lê arquivos Excel e CSV com linha de cabeçalho, permite corresponder as colunas e ignora os números que já estão no seu espaço de trabalho.

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