Overcoming Objections: Turning 'No' into an Opportunity

 

In this training video, Todd, a business development expert, walks you through the most common objections you’ll face when selling merchant services and how to turn them into opportunities. From handling brush-offs like “I’m not interested” to overcoming real concerns about switching providers, Todd shares proven strategies to keep conversations going and close more deals.

You’ll learn:

• How to reframe objections into meaningful conversations
• The difference between a brush-off and a real concern
• Curiosity-driven questions that keep prospects engaged
• Effective follow-up strategies to build trust and secure future sales

Whether you’re a new referral agent or an experienced salesperson looking to improve your close rate, these tips will help you confidently navigate objections and boost your success. Watch now and start turning “No” into “Let’s talk.”

 

Outline:

0:00 – 2:44 | Introduction

Todd introduces himself as part of the business development team for referral agents. He explains that this session is designed to help agents turn objections into opportunities. Many new sales reps feel confident before their first call but become discouraged when they hear “I’m not interested” for the first time. He emphasizes the importance of mastering objection handling before engaging with prospects.

Todd encourages agents to think about objections differently—many people say “no” reflexively rather than out of genuine disinterest. The goal is to reframe these objections into real conversations. He invites listeners to ask questions through the Telegram channel or other available platforms.

2:45 – 4:06 | The Emotional Impact of Objections

Todd explains that most salespeople’s initial reaction to hearing “no” is discouragement. They may feel rejected, doubt their ability to sell, or even sound desperate when they try to push through. However, objections should not be taken personally—prospects are simply defending their time and attention.

He stresses the importance of maintaining confidence and empathy. Instead of feeling rejected, sales reps should remind themselves that they are there to help business owners save money and improve their payment processing. If reps believe in their service, that belief will come through naturally in conversations.

4:07 – 5:38 | Understanding the Most Common Objection: “I’m Not Interested”

Todd breaks down the true meaning behind the common objection, “I’m not interested.” In most cases, this phrase does not mean the prospect has thoroughly considered the offer and rejected it. Instead, it is often a knee-jerk reaction, similar to when a customer walks into a store and tells a salesperson, “I’m just looking.”

Rather than accepting the objection at face value, sales reps should use curiosity-driven responses to keep the conversation going. He suggests asking:

• “Out of curiosity, what would make this worth your time?”

While some prospects may joke or deflect, the question encourages engagement and lays the groundwork for future discussions. Persistence is key—over time, as prospects see the sales rep return consistently, they begin to take them more seriously.

5:39 – 8:26 | Handling “We’re Happy with Our Current Provider”

Many businesses claim to be satisfied with their current payment processor, but this often means they simply have not reviewed their pricing or options recently. Rather than arguing, sales reps should agree with the prospect and transition into an exploratory question:

• “That’s great! What is it that truly makes you happy with them?”

This response forces the prospect to articulate their satisfaction, which may reveal gaps or weaknesses they had not previously considered. Additionally, Todd suggests emphasizing that industry changes—such as dual pricing and surcharge regulations—have created new opportunities for savings and efficiency.

For businesses concerned about the hassle of switching providers, reps should acknowledge their concern and reframe it:

• “I totally understand that switching can feel like a hassle. But if we found a way to make the transition seamless and save you money, would it be worth exploring?”

8:27 – 9:56 | Differentiating a Brush-Off from a Legitimate Concern

Todd explains that salespeople must recognize the difference between a quick brush-off and a genuine concern.

Brush-offs are short, dismissive, and designed to end the conversation quickly. Examples include:

• “Not interested.”
• “We’re good, thanks.”
• “Come back later.”

In contrast, legitimate concerns contain more detail and indicate that the business owner has actually thought about their payment processing. Examples include:

• “We just signed a contract.”
• “We had a bad experience switching before.”
• “We’re not in a position to make changes right now.”

When handling brush-offs, the key is to acknowledge the response and pivot quickly:

• “I totally understand. Just so I don’t waste your time—are you currently working with someone who handles this for you?”

This keeps the conversation moving without pressuring the prospect.

9:57 – 12:42 | Reframing Objections into Opportunities

Rather than seeing objections as roadblocks, sales reps should use them as openings for further conversation.

For example, if a prospect says, “We already have a provider,” the response should reinforce that this is exactly why they should have a conversation:

• “That’s exactly why we should talk! The payment processing industry is changing rapidly, and there may be cost-saving opportunities you aren’t aware of.”

Todd highlights recent industry shifts, such as the rise of dual pricing and new regulations, as ways to re-engage the prospect. Asking curiosity-driven questions like:

• “If there was one way to improve your setup without disrupting anything, what would it be?”
  encourages the business owner to think about potential pain points.

12:43 – 20:00 | Techniques for Engaging Conversations

Todd explains that the way sales reps phrase questions dramatically impacts the response. Certain phrasing leads to automatic rejections, while others encourage dialogue.

Sales reps should avoid:

• “Can I have a few minutes of your time?” (This invites an immediate “no.”)
  Instead, try:
• “Would it be okay if I asked you a quick question about your current setup?”

If reps have industry experience, they should use it to build rapport. Todd shares a personal example from the restaurant industry:

• By identifying common frustrations restaurant owners experience (e.g., staff not cleaning properly, equipment breaking down), he was able to gain trust quickly.

Rather than leaving a business card or brochure—where it will likely be thrown away—reps should seek a commitment:

• “Would it make sense for us to go over a quick breakdown of what’s happening in your industry?”

20:01 – 24:47 | Closing the Conversation & Following Up

Todd provides strategies for handling final objections and ensuring effective follow-ups.

For prospects who say they are not interested:

• “I totally get that. Before I go, can I ask what made you choose your current provider?”
• “Just so I don’t reach out unnecessarily, what’s most important to you in a payment processor?”

If a prospect gives a timeframe for a follow-up, reps should be diligent in calling back at the agreed-upon time. Taking notes and referencing previous conversations builds credibility.

For interested prospects who cannot talk immediately, Todd suggests a structured follow-up system:

• Call three times.
• Leave a voicemail.
• Send a text.
• Ensure follow-ups are meaningful, not just reminders.

He emphasizes that during the pandemic, simply answering the phone was a key differentiator for success.

24:48 – End | Final Takeaways

Todd concludes by reinforcing key lessons:

• Sales reps are not begging for business—they are offering solutions.
• Confidence is critical in every conversation; business owners can sense hesitation.
• Shifting from seeking approval to providing value changes the energy of interactions.

He encourages agents to reach out via Telegram with questions and reminds them that the team is available to support them in handling specific objections.

By implementing these techniques, sales reps can improve their ability to engage prospects, reframe objections, and close more deals.