Remember that empathy does not mean agreement

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Focus on your tone of voice. You're calling a stranger who probably doesn't know anything about you and will immediately start sizing you up. The way you say things is much more impactful than what you actually say, so be lively, enthusiastic, confident, keep a smooth pace and a good speed (not too fast, not too slow). Let go of the nervousness.

3. Be transparent. It's natural for the customer to start imagining, "Why is this person calling me?" Don't hesitate to respond clearly and coherently. "Hi, Maria. My name is Matt Doyon. The reason I'm calling today is…."

4. Be generous. When you're trying to build a connection, it's better to give than to receive. Many consultants jump to "I'd like to know more about you," believing that characterizes a customer-centric approach. That language is good once we've already captured the client's attention and interest. Before that, what we want is irrelevant. Try: "After doing some research, I realized there might be a problem with ... Can I explain it to you?"

5. Respect time. Interrupting to draw attention to a problem is fine. Annoying someone who isn't interested in band data having a conversation is not. It's also not a wise use of your time. If someone tells you they're not open to talking, show that you've understood the information and politely end the connection.

Checklist: Positive Empathy for Dealing with Objections
1. Don't forget that dealing with objections should be a live conversation. If a potential client presents a written objection, your only goal should be to get on a call to discuss it immediately.

2. . Have a guide to the process of dealing with an objection. Positive empathy is key here. If you don't understand the other person's argument, it means you don't truly understand your own argument. We must fully understand the customer and show them that we understand how they formed their opinion in order to invite them to consider another point of view.