My Insider Guide to Turning Sales Objections into Wins Using Actual Examples

June 29, 2023
0 minute read

In this content series, Scale and Thrive: Growth Insights for Agencies, by Agencies, we share proven tips and insights from agencies who scaled their operation and delivered proven growth. This blog post was written by Orel Y. Shalom, a successful agency owner with over a decade of experience in the field. Over the years, Orel has led more than 70 employees, producing over 10,000 websites for clients in a wide range of verticals.

Sales objections can crop up at any point during the sales process. But fear not, with the right tactics, objections can be reframed as opportunities for agency success. 

I want this blog post to become your agency’s guide for overcoming sales objections. I’ll walk you through multiple sales objection categories and explore customer objections examples relevant for each category. 

Let’s dive in!

1) Preliminary Sales Objections


These prevent you from engaging in a meaningful and substantial initial conversation with a lead. That’s why the first few seconds of this conversation with a potential client are crucial. An example of such a sales objection would be:


a) I’m Busy/The Matter is Irrelevant

 In such a scenario, respond positively by acknowledging that it's great to hear they have a lot of work, and you don't want to disturb them. 


Try something along the lines of: “I completely understand and value your busy schedule, and I want to be mindful of your time. If I could have just 30 seconds of your attention, I'd like to ask a quick question. Out of every 100 customers who visit your website, approximately how many provide their contact details or leave inquiries? Now, imagine the possibility of doubling that number for you. Is that of interest to you?”


Then, try and find the time that’s mutually convenient for everyone.


“If you find yourself still pressed for time, I propose we schedule a conversation at a more convenient moment. I don't want to disturb you further, but I believe this topic is crucial for your business. We can coordinate a time in the diary to discuss it in detail. Once we have a set time, I'll follow up with you, and we can engage in a conversation when you're free to give it your full attention.”

b) We Already Have a Website

In this case, show genuine interest and ask questions. Start by asking to see the website and offering tips for improvement. Then, ask about the website's conversion rate and Google score, and highlight potential problems with user experience or compatibility with Google.

A poster explains how to handle the

After identifying these pain points, explaining how a new website could greatly improve the business's image and provide better results is imperative. By showing how your agency can address these issues, you can convince the client that a new website is worth considering.

Fictitious Sales Objections

These objections can arise anytime when the client hesitates or avoids revealing the actual reason for not wanting to proceed with the deal. In a sense, any sales objection could be fictitious. My tip is to take a moment to assess whether the client's concern is a legitimate roadblock or simply an excuse. This will guide your response strategy and help you provide the most suitable solution. Consider asking: If we could reach a consensus on the particular issue, would you be interested in advancing with the deal? I will provide a more detailed explanation further down.

A quote that says,

a) It’s too Expensive

It could indicate a lack of understanding of the product's value, leading to an imbalance in the cost-benefit ratio. First, I recommend asking the client what they believe a fair price would be. This prompts them to consider their perception of the value and may lead to a more reasonable price expectation.

Then, explain the value of the website or service and acknowledge that the price difference may seem significant, but the value is worth it. Instead of offering a discount, consider offering additional benefits, such as extra content pages, to sweeten the deal and help the client see the value. 


If they still object, handle it by asking the client if they would be willing to move forward with the deal if you both agreed on the price. Like I said in the beginning of this section, this can help reveal if cost is the true objection or if there are other underlying concerns that you can address. If the client says yes, you can focus on emphasizing the value and benefits they will receive from your agency’s offering to justify the price.


If the client declines, it implies there are more issues at hand. In response, you can inquire, "Alright, so what's hindering our progress?" This helps you identify the client’s genuine concerns and provide targeted responses using the strategies I’m outlining here.

b) I Need to Discuss with My Business Partner/Spouse

Respond by saying: "I completely understand. If your partner approves, would you be ready to move forward with the project? If so, I'd be happy to get them on this call and help explain the benefits of the website to them in a professional manner. As a [lead’s profession], I'm sure you have great skills in explaining complex matters, so I'll be happy to provide my expertise on the technical aspects of the project. Together, we can make sure that all of your concerns are addressed and that you can make an informed decision about moving forward.


Now, I’ve heard the same sales objection appear later in the funnel, just before you close the deal. Whenever it appears, your strategy for handling it should be the same. 

3) Pre-Closing Sales Objections

a) I Need to Think About It

Create a scenario where the client explores the possibilities with you, right during the conversation. Focus on assisting them with positive considerations. Produce a list of “pros” and “cons”. While discussing the “pros”, offer support and highlight the advantages. For “cons”, leave your questions open-ended: "What factors might be holding you back?" This prompts the prospect to reflect on potential obstacles. After a brief pause, skillfully encourage them to move forward, reinforcing their confidence in making the right choice. This approach facilitates a balanced dialogue while ensuring the potential client feels supported throughout the process.

A quote that says,

If the client still objects, ask them what is preventing them from moving forward, while providing encouragement and reassurance that this is the right decision. For example, assure them that they will be pleased with the results and that they will be able to see positive outcomes in just a few weeks, or throw in a few concrete statistics.

4) Substantive Sales Objections

a) It’s too Much of a Hassle for Me

A blue background with the words handling the

I’ve heard so many clients hesitate to close a deal because they lack the expertise or time to handle website building, content creation, and design. The way I like to go about this is:


  •  Acknowledge their pain points and
    explain how easy it is to work with you
  • Tell them that you don’t need a lot: a few lines of text, a few images, their business logo, and contact details. By the way, make sure the client knows that the remaining images can be sourced from an image bank or generated using artificial intelligence tools, saving time and effort.
  • Reiterate how you help every step of the way and emphasize the simple and systematic process where they need to send you only a few materials, but most importantly, contact details. The ultimate goal is to shift their focus to generating leads from their website. Note that requesting the client's contact information can prompt them to consider lead generation.


If they still insist on the lack of time to write, let the potential client know they can write a short outline and use artificial intelligence to expand their work. You can also offer an alternative for a small additional feel where your agency arranges for professional content writing services. 

b) Who Said a Website Will Drive Clients

In this case, communicate to your potential client that the purpose of having a website goes beyond client generation; it’s more about establishing a strong image for their business, which can attract more customers and increase the likelihood of conversions.


It can also help with word of mouth advertising and attract customers from search engines and social media. Your client should come out of the conversation knowing that even if it brings in just a few customers a month, having a website can still be a worthwhile investment.

A quote that says,

c) Customers Come to Us Through Word-of-Mouth

Use the mirroring and inversion technique (read one of my previous blog posts for details) by acknowledging the effectiveness of word of mouth advertising but also pointing out that not having a website may be costing them 80% of potential customers, as 8 out of 10 people use search engines to find businesses. By creating a new website, the client can potentially increase their customer base by a significant percentage, as word of mouth advertising will be amplified.

Final Thoughts


Now that you have a good grasp of sales objection categories and can provide a few sales objection examples, let's now dive even deeper into website building. In my next blog, I’ll explore additional specific sales objections that are frequently encountered in this sector.


Related Posts

An eCommerce checkout showing
By Shawn Davis April 17, 2025
Explore the implications of recent tariffs on your agency and clients' businesses. Learn strategies to minimize impact and communicate effectively.
A homepage of a website with a headline menu and color menu
By Renana Dar March 31, 2025
In today's article, we'll give you a complete checklist to run through when handling web accessibility for your clients.
A collage of images from news articles about EAA.
By Renana Dar March 31, 2025
The EAA deadline is approaching. Ensure your clients comply to avoid penalties and reputational risks—while positioning your agency as an accessibility leader.
Show More

Did you find this article interesting?


Thanks for the feedback!
A computer screen with a graph on it and a purple background.
By Santi Clarke April 24, 2025
Learn how platform ecosystems drive revenue and why they are essential for the growth of SaaS businesses.
By Santi Clarke April 24, 2025
One of the greatest challenges for SaaS platforms is keeping users engaged long-term. The term “stickiness” refers to a product's ability to retain users and make them want to return. In the context of SaaS platforms, creating a sticky product means that users consistently find value, experience seamless interactions, and continue using the product over time. The following are 7 practical strategies you can take to improve the stickiness of your SaaS solution. 1. Offer websites that help customers build their digital presence One of the most effective ways to make your SaaS platform sticky is by offering websites to your users. Many businesses today need an online presence, and by providing a platform where your customers can easily build and manage their websites, you increase their reliance on your product. When you offer users a website-building solution, you’re helping them create something foundational to their business. Websites, in this case, aren’t just a tool—they become a part of their identity and brand. This deepens their engagement with your platform, as they need your product to maintain and update their site, ultimately making them less likely to churn. Plus, websites naturally encourage frequent updates, content creation, and customer interactions, which means your users will return to your platform regularly. When you can give your users the tools to create something so essential to their business, you make them more dependent on your platform. This creates a higher barrier to exit, as migrating a fully built website to another service is no small task. In fact, websites are some of the stickiest products you can sell, so adding them to your product portfolio can be one of the best decisions you can to keep your customers using your technology for the long haul. 2. Deliver continuous value through product innovation The key to keeping users coming back to your SaaS platform is ensuring that they consistently see value in it. This means not only meeting their immediate needs but also evolving to address their growing demands. Constant product innovation is essential for keeping your users satisfied and invested in your platform. One way to achieve this is through regular updates that add new features or improvements based on user feedback. A SaaS platform that evolves with its users will keep them engaged longer, making it harder for competitors to steal their attention. Encourage user feedback and prioritize updates that create tangible improvements. This creates an ongoing relationship with your users, which boosts stickiness. 3. Offer a multi-product solution Another powerful way to increase your platform’s stickiness is by offering a suite of products or features that integrate well together. When your users adopt multiple products, they are more likely to stay because they become embedded in your ecosystem. The benefits of this strategy are clear. Research shows that once users adopt more than one product, especially when they integrate >4 tools into their workflow, their likelihood of churn decreases significantly. This happens because the more a user integrates into your suite of products, the harder it is for them to switch to a competitor. These users have invested time in learning your ecosystem and rely on it for their day-to-day operations, making it much harder for them to make the switch. 4. Create a personal connection with your users Human connection is one of the most powerful drivers of user retention. People don’t want to feel like they’re using a cold, faceless platform. By offering exceptional customer support, personalized communication, and community engagement, you build a relationship with your users that goes beyond the product itself. Make sure your support team is responsive, knowledgeable, and empathetic. You can also consider offering tailored onboarding experiences to ensure users understand how to make the most of your platform. When users feel like their success matters to you, they are more likely to remain loyal. 5. Leverage data to personalize the user experience Using data to drive personalization is another strategy that can significantly increase the stickiness of your platform. By tracking user behavior and usage patterns, you can tailor the experience to each individual user’s needs. This could mean recommending features they haven’t yet explored or sending them reminders about tools they may not be fully utilizing. Personalization gives users the feeling that the platform was designed specifically for them, making it harder to walk away from. By demonstrating that you understand their unique needs, you can build a stronger connection and ultimately increase retention rates. 6. Focus on seamless integrations and API capabilities To further increase stickiness, consider expanding your product’s ability to integrate with other tools your users already rely on. Whether it’s email marketing software, CRM systems, or social media management tools, seamless integrations add tremendous value by making it easier for users to incorporate your platform into their existing workflows. The more your product can work in tandem with other popular tools, the more indispensable it becomes. In fact, users who depend on integrations are less likely to churn since their entire ecosystem is tied to your platform’s functionality. 7. Encourage user advocacy and community building User advocacy is another powerful tool in building a sticky product. When users feel a sense of community or even ownership over the platform, they become your most passionate promoters. Encourage your users to share their success stories, join community forums, or contribute to product development through beta testing or feedback loops. A thriving user community not only increases user engagement but also creates a sense of loyalty. When users are part of something larger than themselves, they are more likely to remain committed to your platform, reducing churn and increasing lifetime value. Create deep, lasting customer relationships Making your SaaS platform sticky is all about creating a deep, lasting connection with your users. This requires building a platform that continuously delivers value, creating a seamless and personalized experience, and integrating features that keep users coming back. By focusing on product innovation, offering a multi-product ecosystem, and fostering strong user relationships, you’ll be well on your way to reducing churn and boosting user retention. Stickiness isn’t just a nice-to-have; it’s essential for long-term success. Focus on creating a platform that users can’t imagine living without, and you’ll see them stick around for the long haul.
By Shawn Davis April 24, 2025
Your team is likely pretty familiar with the products they built, but what about the ones they didn’t? Integrated tools can throw a wrench into your support operations, but they don’t have to.
Show More

Latest posts