Successfully Handle New Client Objections

15871629_10154872323663607_6151663043895396901_nYou have probably heard all the objections that I have when it comes to getting new clients to commit to their health & fitness…and  to working with you!

Be ready to deal with typical objections such as “I’ll never stick to it”, “I can’t afford it”, “I don’t have the time”, “I want to think about it”, “I want to talk it over with my spouse” or “I’d like to purchase just one session.” Almost any objection can be dealt with in a soft, non-aggressive, but assertive manner. Success with objections starts with showing more value than risk to personal training with you.

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When handling a concern or objection, try the following system:

  • Listen to the entire concern without interrupting
  • Paraphrase and repeat the obstacle back to them. Let their brain hear what they just said. When they hear it coming from your mouth, the brain processes it differently and often, they realize that the obstacle is not valid and they need to stop thinking and take action.  Don’t forget this important part of handling an objection.
    • “It sounds like you’re concerned that you might not be able to stick with this long enough to experience great results.”
    • “So it sounds like you’re not sure if you’re ready to make the commitment to your health and fitness.”
    • “So, you’re a bit concerned with how much this is all going to cost.”
    • “It sounds like you’re not sure how you’re going to be able to fit exercise into your already busy lifestyle.”
    • “It sounds like you want to take some more time to figure out if this is really important to you and you’re ready to make the commitment to achieving your goals.
    • So you need to talk to your husband to discuss whether he will support you in your efforts to achieve these goals.
  • Wait – for them to agree with the paraphrase, to talk themselves into taking action or to pose another obstacle. For example, after you paraphrase they might say:
    • Yes, that’s correct. Then skip to the next step.
    • Well, I am concerned that I won’t stick with it because I’ve tried exercise before and never succeeded but I guess that’s what I’m hiring you for. You’re going to help me stick with it and provide the accountability I need.  I think I just need to do this and stop dragging my heels.  They just convinced themselves to take action, you can now close by getting their commitment – scheduling an appointment, asking which package they would like to go with.
    • Well, I know you’ll help me stick with it. I guess just more concerned about how much this is all going to cost.  Go back to the first step.  Paraphrase and repeat the obstacle back to them.  Once you get affirmation and are dealing with the true obstacle, move to the next step.
  • Show understanding – “I can completely understand that”, “Many of our clients had very similar concerns when they first started with us…”
  • Ask questions and/or Give information

    • “I can completely understand financial constraints. Sue, I can tell you’re really serious about making this commitment to yourself and achieving these goals that are really important to you, right?  So let me ask you this, what do you feel that you could realistically budget towards your health and fitness?  Now that you know their budget, figure out a plan that will work within their budget.
    • “Sue, a lot of my other clients were concerned with sticking to the program too but it’s now become a habit for them.  In just a few months, exercise will become a part of your routine, the same as taking a shower or brushing your teeth. And the results that you see will really keep you motivated.  And Sue, it’s my job to make sure you stick to it!”
    • “I can tell that your health and fitness are important to you and that’s why Personal Training is perfect for you.  All you have to do is show up for the session.  I’ll have everything ready to go and a program that will get results quickly.  Don’t you agree that that will save you a ton of time?!”
  • CloseSchedule an appointment, Decide on a package/service, Decide on payment options, Fill out paperwork etc.

With Personal Training and Fitness, understand that “No” means “I don’t know”. They’ve come to you because they are interested. You just haven’t convinced them (yet) that you can help them!

Yours in health, fitness & business,
Sherri McMillan

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