How to handle objections and resolve conflicts [VIDEO]

The ability to handle objections is a skill that every salesperson needs.

In the video, Steve Vislisel from is joined by Marty Friedman. Together they explain how to handle objections in order to resolve conflicts and get the sales process back on track.

Don’t leave customers in the box

Vislisel explains that, sometimes, customers get trapped in the box. “The box”, he explains, is their set of beliefs about the way things are. When customers find themselves in difficult situations, they become “boxed in”, and these beliefs can halt the sales process.

The first way to handle objections is to get customers out the box. To do this, you need to help them find the mindset to break out.

For example: “We don’t have the money”.

Objections like this are usually true. However, whether the client had a bad quarter and is now afraid to get in trouble for asking for money, or if they simply believe that this is the case is a different matter.

Vislisel explains that as the salesman it is your responsibility to support the customer in looking for a solution.

He goes on to say that whilst this isn’t bound to work every time, you can sometimes open new possibilities.


To begin moving customers out the box, Vislisel explains that you need to meet them in their objection first. So, instead of jumping in with solutions to their problem, you first need to acknowledge their objection.

If your customer has had to admit that they can’t proceed, they are likely to already be feeling defensive. To make sure you don’t push them away even further, show that you understand their objections. Saying things like “I understand”, “I accept” and “I respect” tells the customer you’re acknowledging their problem.

Once you’ve met their objection, you can try to move them out the box and start the process up again.

Marty Friedman is an expert in collaboration, conflict resolution, client relations and management development. Steve Vislisel is a trainer and coach with expertise in strategic alignment, leadership development and sales. Find more at


What do you think to Vislisel and Friedman’s advice? Do you have any other tips for handling objections?

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