Adam Hankinson, Managing Director at Furniture Sales Solutions, talks about how to avoid, handle and overcome objections.
I used to hate the phrase “handling objections.” It always sounded like a fight – as if the customer was the opponent and your job was to win. For years, I avoided it. I told myself that if the customer wanted to buy, they’d buy, and if not, nothing I said would change their mind.
But that’s not selling. That’s waiting.
What I learned later is that most objections aren’t objections at all. They’re simply questions that haven’t yet been answered. “It’s too expensive” usually means “Help me see the value.” “I’ll need to check with my partner” means “I’m not ready to commit alone.” “That’s a long lead time” means “I don’t want to wait unless it’s worth waiting for.”
They’re not walls – they’re openings.
Once you understand that, objection handling stops being defensive and becomes part of a natural, adult conversation. It’s not about clever comebacks or pressure; it’s about logic, reassurance, and leadership.
That’s where the A.R.T. of selling comes in: Acknowledge. Respond. Transition.
It’s simple, powerful, and it works in every store.
1. Price
Customer: “That sofa’s more than I was planning to spend.”
Acknowledge: “I understand – it’s a big investment and you want to be sure it’s the right one.”
Respond: “You mentioned you wanted something that would see you out. This model is handmade, hardwood throughout, and we’ve had the same one on display for two years – it still looks brand new.”
Transition: “Let me show you how this compares with another model at a slightly lower price, so you can feel the difference yourself.”
2. Delivery Time
Customer: “Twelve weeks is a long wait.”
Acknowledge: “I know, when you’ve made your mind up, you’d love it straight away.”
Respond: “The reason it takes that long is it’s handmade to your order – built for you, not sitting in a warehouse. You’re choosing the fabric, the comfort level, the exact spec.”
Transition: “Let’s get it reserved today so your build slot starts now – that way the clock’s ticking in your favour.”
3. Partner-Permission
Customer: “I’ll have to check with my husband/wife first.”
Acknowledge: “Of course – it’s something you’ll both be living with.”
Respond: “Totally. What usually happens is they say, ‘You’ve seen it, you decide.’ It tends to come back to you in the end.”
Transition: “What do you think they’ll say when you show them? Let’s give them a quick call or video while you’re here and show them together.”
The point is, we’re not handling objections – we’re guiding customers through them. We’re leading the conversation, not reacting to it.
When you treat every hesitation as a request for reassurance rather than resistance, you stop losing customers who were one good conversation away from saying yes.
That’s not pressure. That’s professionalism.
And that’s how the best furniture salespeople avoid, handle and overcome objections – all at the same time.
