“We don’t have budget right now”
Acknowledge → Reframe → Question
“I completely understand—budget cycles are real. Just so I can be helpful, is this a timing issue or is outbound not a priority right now? Because if it’s timing, I’d love to share how other companies in [industry] have justified this as a revenue investment rather than a cost centre.”
Why it works: Separates budget from priority. If it’s truly timing, you’ve opened the door to ROI conversation. If it’s priority, you know to disqualify or nurture.
”We’re already working with another agency”
Curiosity → Differentiation → Value Add
“That’s great to hear—you clearly take outbound seriously. Without asking you to share anything confidential, are you seeing the pipeline numbers you expected? The reason I ask is that most of our clients came to us after trying other approaches. We’d never ask you to switch, but would it be worth a quick comparison call to see if there are gaps we could help with?”
Why it works: Positions you as collaborative, not competitive. Opens dialogue about results without attacking the incumbent.
”Send me some information”
Comply → Qualify → Commit
“Absolutely, I’ll send something over. So I send the right thing—what specifically would be most useful? Is it how we work, results we’ve driven, or pricing? And once you’ve had a chance to review, would you be open to a 15-minute call next week to answer any questions?”
Why it works: Turns a brush-off into qualification. Gets micro-commitment for follow-up while complying with their request.
”We handle this internally”
Validate → Question → Offer Insight
“That makes sense—having internal control is valuable. How’s the team going with volume? One thing we hear a lot is that internal teams are great at quality but struggle to scale without burning out. If I could show you how we’ve helped companies like [reference] add capacity without adding headcount, would that be interesting?”
Why it works: Respects their choice while surfacing common pain points. Offers a solution without criticising their current approach.
”Now’s not a good time”
Empathise → Clarify → Book Future
“I hear you—timing is everything. Is it that Q[X] is locked in, or is there something specific happening right now? Either way, when would be a better time to reconnect? I’d rather book something now than chase you down later.”
Why it works: Shows respect for their time while getting clarity on the real blocker. Secures a future commitment instead of an open loop.
”I need to speak to my team/boss”
Support → Equip → Multi-thread
“Of course—these decisions shouldn’t be made alone. What questions do you think they’ll have? I can send you a one-pager that addresses the common ones. Also, would it make sense for me to join that conversation? Not to pitch—just to answer questions directly and save you playing messenger.”
Why it works: Positions you as an ally, not a pushy salesperson. Offers to support the internal sale while creating multi-threading opportunity.
”Your price is too high”
Isolate → Compare → Quantify
“I appreciate you being direct. When you say too high—compared to what? Another provider, doing it internally, or the budget you had in mind? The reason I ask is that our clients typically see [X] ROI within [timeframe]. If I can show you the maths on how this pays for itself, would that change the conversation?”
Why it works: Doesn’t get defensive. Isolates the comparison point and pivots to value/ROI conversation.
Key Principles
- Never argue: Objections are requests for more information, not attacks.
- Always question: Understand the real concern behind the stated objection.
- Seek commitment: Every response should end with a clear next step.
- Stay curious: The best salespeople ask more than they tell.