"Send Me an Email": Managing Reflexive Responses on Calls

Introduction: The Fallacy of Progressiveness

"Send me an email." On the surface, this is an indication of progressiveness. However, when you think about it deeply, sending someone an email actually indicates the opposite; the person wants the call to end because they can pick up from the email later. Unfortunately, most SDRs fail to notice this and take the phrase for its face value. As a result, the call ends abruptly, and the opportunity is lost.

The point is that statements like "I'm busy," "I don't have the time right now," "Our budgets too tight," or "We already have a vendor" are not objections. Instead, these statements are examples of what sales experts call reflexive responses during phone calls.

The top performers know the difference between objections and reflexive responses. They handle them accordingly by viewing them as the start of the conversation, not as an objection.

Reflex Responses in Sales Calls

In sales conversations, reflex responses refer to spontaneous reactions made by prospects when trying to conclude a discussion. They are not necessarily backed by thorough evaluations but rather habitual actions made under time constraints.

They come out naturally because prospects are busy. They receive many calls daily, and thus, they require a way of filtering distractions. The easiest approach to doing so is through reflex responses like "email me your proposal" or "Sorry, I am busy."

It is vital to understand how they differ from objections. Objections arise out of specific reasons, such as budget, timeframe, or compatibility issues. Reflex responses, on the other hand, do not have any particular meaning attached to them.

It is crucial to note this distinction because failing to do so would mean missing an important chance of gathering more information.

The Most Frequently Occurring Reflex Responses

The most frequently occurring reflex response in sales calls is that the person being approached requests sending an email. This serves as a standard reflex response to end any discussion without a confrontation. However, it is not always indicative of the buyer's interest.

Another commonly heard response from prospects is "I am too busy." Even if the statement is true, it usually means that the person does not wish to engage in the conversation. The reason is timing and not the person's interest.

The most commonly used response by prospects is "We already have a vendor." Although it signifies satisfaction, it might be a way for the person to avoid making any changes.

Why Most SDRs Get Them Wrong

The most common mistakes made by SDRs when responding to reflexive responses include acceptance or rejection of them. Acceptance cuts the conversation short. On the other hand, rejection may make the discussion difficult.

A common mistake that SDRs make is using overly scripted responses. In doing so, the SDRs will not be able to respond according to the circumstances of the conversation. The prospect may recognize this and lose trust.

Not being able to revive the curiosity of the prospect in the discussion is another mistake that SDRs make. While reflexive responses end the discussion, a good follow-up will open it again.

The key point when handling reflex responses effectively is maintaining balance in the response.

Reflex Response Handling Framework

A basic framework will guide the SDR on how to handle reflex responses during sales calls.

The first stage involves acknowledging the response but not necessarily agreeing with the response. This demonstrates respect without ending the sales call.

The second stage involves introducing a pattern interrupt to interrupt the automatic process and regain attention.

The third stage involves adding value or context to make sure that the prospect understands why he should continue with the sales discussion. This may involve providing insights or observations or challenges.

The last stage involves asking a low-friction question to keep the conversation going.

Dealing with "Send Me an Email"

If a prospect asks you to send them an email, the worst thing you could do would be to agree right away. It closes the call and takes all control from the SDR.

What you should do is to accept their request but steer the conversation back:

"I can totally do that for you. However, to make sure that I give you some useful information, may I ask how you are solving [challenge]?"

You don't have to decline the proposal outright; you need to buy yourself a little bit of time.

The other method is to give some background on the problem:

"Sure thing. Actually, when I talk to people such as yourself, they usually want to resolve [issue]. Am I right about that?"

This piques interest and allows you to continue engaging your prospect.

Dealing with "I'm Busy"

"I'm busy" can be a timing-related reflex reaction. It deserves some respect, but it doesn't mean hanging up right away.

An effective response could be:

"I get that, I'll keep it brief. Why I'm calling is that we've been working with teams such as yours to [specific result], and I just wanted to check whether this was something you're thinking about."

It's respectful of their time and provides context to keep the discussion going.

Another option would be to ask for another time:

"Absolutely get that. Could it be later today or tomorrow, or is this something that isn't relevant at the moment?"

It keeps the ball rolling and makes it easy for the prospect to reply.

Dealing with “They Have a Vendor”

When prospects state that they have a vendor, the first reaction is usually that the call is coming to an end because they feel comfortable in their decision. But this is far from always being true.

A good approach to take when the prospect raises such an objection is:

"Yes, it does. In general, almost everyone we talk to claims to have something. So, out of curiosity, why do you think this one works best?"

This puts the prospect at ease and allows you to find some weaknesses in their solution.

Another option to explore is changing the frame of mind:

"Yes, I understand that. A lot of people thought the same before thinking of better ways of doing things like [specific point]. Have you done anything to optimize this?"

Handling Reflex Responses: What Keeps the Conversation Alive

A poor reply for "Send me an email" would be: "Yes, sure, I will." The discussion is over.

However, a better answer would be: "Absolutely, will do it. But just to make sure this will be helpful to you, may I know what is your priority at this point in this field?" The conversation stays alive.

For "I am busy," the poor reply would be: "Sure, I will get back to you later." Here, one loses control over the situation.

But a good reply could be: "I understand. Let me get straight to the point. We have helped many other teams to improve their response time by 30%. Have you explored this yet?"

From Reflex Responses to Dialogue

The critical factor in managing reflex responses is one's mindset. Rather than regarding them as rejections, they should be seen as openings for dialogue.

Having confidence and the ability to adapt are important. The SDR needs to stay composed, actively listen, and be natural in their responses. Practicing various situations will help.

Eventually, dealing with reflex responses becomes automatic.

Conclusion: Be Part of the Conversation

Sales call reflex responses are not the end of the conversation; they are the beginning, indicating that the prospect is filtering but not closing the door.

This is something Apex Hunters know well. They respond to reflex responses in a way that shows they can control the flow and have meaningful conversations with the prospect.

They are not trying to immediately get the sale. Instead, they want to buy some time and find out what the real opportunity is.

The lesson here? Don't take "send me an email" as your answer. It's just where you begin to make cold calls work for you.