What if objections were actually a good sign?

Hey CS Pro,

Objections during renewals can feel like a gut punch.

But what if I told you…they’re not a red flag? They’re actually an opportunity to show your strategic value—and even spark expansion.

This week’s podcast breaks down how to stop scrambling and start handling objections like a pro.

But first, today’s sponsor

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Most CS orgs don’t need another pep talk. They need practical training that actually shifts how they work.

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✔️ Handle renewals with confidence

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Objections aren’t the enemy

Objections don’t mean your customer is ready to churn. They mean your customer is engaged.

It’s easy to panic when you hear things like:

• “We’re evaluating other tools.”

• “The product’s too expensive.”

• “We’re not seeing enough value”

But objections are just signals. The problem isn’t the pushback—it’s how unprepared most CS teams are to handle it.

Sales gets trained on objection handling constantly. In CS? We’re told to just “figure it out.” And when you’re caught off guard, that’s when trust starts to break down.

Let’s change that.

Here’s what NOT to do:

• Get defensive or argue (it erodes trust fast)

• Pitch more features (your customer doesn’t care about your new dashboard)

• Ignore the objection (it won’t magically disappear)

• Go in unprepared (usage doesn’t equal satisfaction)

If you’ve been doing any of those, no shame. We’ve all been there. But now it’s time to level up.

Handle objections like a strategic partner

There is a better way to respond, one that builds trust and positions you as a value driver.

Here’s the exact objection-handling framework I use (and teach in workshops):

Step 1: Listen fully

Let the customer talk. Don’t interrupt. Don’t solve too early. Let them list every concern first. You need the full picture before you respond.

Step 2: Acknowledge and validate

Say: “I hear you.”

Say: “That’s a valid concern.”

This alone will diffuse most of the tension in the conversation.

Step 3: Reframe with value

Forget the feature pitch. Tie it back to one of four core business outcomes:

• Revenue impact

• Cost savings

• Risk mitigation

• Strategic goals

This is how you win over execs on the call, especially your CFO and COO champions.

Step 4: Collaborate on a solution

Make it a shared challenge. Use phrases like, “Let’s solve this together.” That’s how you go from vendor to strategic partner.

Step 5: Follow up

You don’t have to solve everything in one call. Summarize the discussion, document next steps, and circle back with clear solutions. Keep the momentum going.

Objection handling is a muscle. And like any muscle, it takes reps.

WEEKLY CHALLENGE

Time to put this into action.

Your task this week:

1. Write down the top three objections you’ve heard during renewals.

2. Craft a value-based response to each one (focused on revenue, cost, time, or risk).

3. Practice saying them out loud. Role play with a teammate if you can.

You can’t afford to wing it in these moments. Objections handled poorly lead to churn. Objections handled well lead to growth.

That’s it for this week! Listen Now and Handle Objections Like a Pro…

Have a listen to the latest podcast:

I hope you enjoyed this week’s newsletter.

If you have any questions or suggestions, please feel free to contact us.

Cheers to your CS success,

Anika

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