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How to Respond to a Rejection Email

by stacy

How to Respond to a Sales Rejection Email

It’s all in sales: The word “no”

It’s almost a constant part of their lives. Reps face rejection after rejection every day.

Reps can eventually get tired of hearing “no” every now and then. Even the most skilled and experienced salespeople can get annoyed when they hear “no” from time to time.

However, the difference between great salespeople and great is that great salespeople know that rejection is not the end of the road. It’s an opportunity to try again.

Once your reps understand the root of a rejection, their next step is getting past it.

This post is a guide to help you improve your sales team and make your reps more adaptable, flexible, and productive.

Understanding the Root Cause of Rejection

Let’s first acknowledge that a rejection email for sales is normal. It’s part and parcel of outbound selling.

Customers might reject sales emails for many reasons. They might not understand the product, they may not be in the market at the moment, they may not trust the source or they might simply need more information, but they aren’t asking.

Reps make the most common mistake of not taking the time to get to know their customers when they reject a sales pitch.

This can lead to misunderstandings, and the dangerous tendency to take things personally. To ensure that sales reps respond to rejection emails well, it is important to first understand the point of view of the customer.

These are some steps that may be helpful:

  • Recognize the Rejection. Salespeople who are good at selling don’t show disrespect. They understand rejection and acknowledge it. Then they seek out a new way to connect. Your SDRs will be more trustworthy and approachable if they clearly understand the customer’s initial response.
  • Add Additional Context. Sometimes, rejections are caused by customers not understanding what your company is trying to achieve or how your product could be of value to them. It’s important to bring more context and refocus the situation.
  • Show Interest. Many leads believe that if a rep gives a “no” response, it will cause a complete lack of interest. This can be a mistake. However, it is possible to make surprising connections when you flip the situation around. This is why you should train your reps how to ask difficult questions, dig deeper and connect with leads. It’s possible to make great things happen when the rejection is not always about you.
  • Request a Different Contact. Perhaps reps are being turned down because they are not contacting the correct contact within an organization or company. It is smart to apologize for any miscommunications and ask for the correct contact.

Use templates to get past the “No”

Once reps have identified the root cause of rejection, they can move on to the next step: getting over it. This is possible with templates. Email templates are easy to use, customizable, and great for sales automation software.

To get the best results, create templates for every version of “no” that your reps hear. This includes “not interested”, “I’m just not in the market”, and “Not the right individual.”

Do not succumb to the temptation of sending too many emails. Keep them brief, sweet, and to-the-point. This not only makes them easier to customize but also helps to ensure that your customers aren’t overwhelmed and receives high response rates every time.

Our previous blog provides additional information about email templates.

Keep the Big Picture in Your Mind

It’s easy to get lost in details during the sales process. Customers and agents both want to achieve a certain response.

SDRs must take a “big-picture” approach when this happens. SDRs can reroute conversations to common ground. “Big picture” thinking allows them to avoid unnecessary conflict and confusion, and instead focus on solving mutual problems. SDRs can book more qualified sales meetings.

This “big picture” thinking requires empathy. SDRs can build friendships and sales by empathizing with clients’ viewpoints and actively looking for places where they might be able help.

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