Hearing "No" from a customer or manager can feel like a dead end, but it can be an opportunity to refine your approach. A rejection doesn't mean you give up.
Use this objection handling model.
Before pushing back, we need to make sure that we understand why the person declined. Common reasons include:
Instead of immediately trying to resolve their issues with a solution, ask questions to understand their real hesitation:
"We can use a cheaper LLM to ensure the solution is within your budget"
❌ Figure: Bad example – Trying to resolve the issue by assuming the customers concerns
✅ Figure: Good examples – Asking the right questions helps you refine your response
Scenario: A client has rejected your proposal to integrate an AI-powered recommendation engine into their e-commerce platform. They haven’t provided much detail, just saying they’re “not sure about it.”
AI prompt example: A client has declined our proposal to integrate an AI-powered recommendation engine into their e-commerce platform. They didn’t provide specific objections, just mentioned they’re ‘not sure about it.’ What are some common concerns clients might have about AI-driven recommendations, and what clarifying questions can I ask to uncover their hesitation?
Once you understand their objections, adjust your approach. Here's how:
When you go back, don't just repeat your pitch reframe it based on what you've learned. Emphasise the value from their perspective, and make it clear you're there to solve their problem.
Scenario: "Why do you put 2 developers on the project? This is going to be more expensive isn't it?"
If they are still unsure, you can offer a small discount off the hourly rate, or offer free support - it's all about managing risk.
✅ Figure: Good example – Addressing concerns with data and real-world examples
If the client still says "No", accept it professionally. Leave the door open for future discussions:
"I appreciate your time and insights. If anything changes in the future, I'd love to revisit this conversation."
✅ Figure: Good example – Keeping the relationship positive for future opportunities
You can also "agree to disagree" - in that case send an "as per our conversation" email to state what you disagree with.
You can turn a "no" into a "yes" when working with clients – it’s all about perspective and understanding their needs!
"One of my favorite examples was when I was a young kid and I learnt that someone can change their mind. It came from the world of cricket 🏏 when the technology was starting to be used. Umpire Steve Bucknor, what was once heavily opposed to the 3rd umpire (aka DRS - Decision Review System), he eventually became one of its biggest advocates.
It taught me that even if somebody sounds strongly opposed to something if you can get them to change their mind they can become your greatest advocate."
- Adam Cogan
youtube: xLrH9vA1kpY
Video: Umpire Bucknor's Mistake That Changed Cricket Forever (2 min)