Make the concern specific
Leave enough space for the customer to finish speaking. Then ask a question that helps you understand the concern. “When you say it is more than you expected, is that compared with another option or with the budget you had in mind?”
Use the answer to decide what to discuss. A comparison with another product calls for different information from a fixed spending limit. If your first question does not clarify the issue, ask for an example rather than assuming you know the reason.
Answer with information you can support
Choose the facts that address the concern. If the customer is comparing two options, establish what each includes and where they differ. Check the details you do not know. Avoid criticising an alternative you have not examined.
Keep your response focused. “Let’s check what is included in each option so you can compare them.” If the customer's limit makes your offer unsuitable, say so plainly. You can discuss a relevant alternative without promising an exception you cannot authorise.
Find out whether your response helped
After answering, give the customer room to respond. Ask which part still concerns them. Their answer may show that you addressed only one part of the issue, or that they need time to think.
A customer can understand your explanation and still decide against the offer. Respect that decision. Agree a next step only when it is useful to them, and make clear what you will check or send.
Practise several versions of the same objection
Choose one objection you hear regularly. Ask a colleague to play the customer and privately choose a reason behind it. For a price objection, they could be comparing a cheaper option, working within a fixed budget or questioning whether a feature is useful.
Practise asking enough to understand the reason, then respond. Afterwards, compare what you thought the concern was with the reason your colleague chose. Repeat with a different reason. Review the questions you asked and the accuracy of your answer, rather than treating agreement as the only successful outcome.
Practise your next conversation.
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