When introducing new e-commerce technology in a traditionally old-school industry like food distribution, sales reps might encounter several common objections. Here are a few possible objections, along with responses you can use.

Common objections

"I prefer to place orders the way I always have—by calling or emailing."

Response: "I completely understand; many of our customers have similar habits. The great thing about our new platform is that it doesn’t replace the personal touch you’re used to—it just adds convenience. You can still reach out to me anytime, but now you also have the flexibility to place orders at your convenience, even outside of business hours. It’s all about making things easier for you!"

"I’m not comfortable using technology for orders."

Response: "I get that technology can seem daunting at first, especially when you’re used to

doing things a certain way. That’s why we’ve designed the platform to be as user-friendly as possible. I’m here to walk you through it step by step, and I think you’ll find it’s actually very straightforward. Plus, you’ll have access to features like order tracking and nutritional information right at your fingertips."

"What if something goes wrong with my order? I prefer dealing with a person directly."

Response: “Your peace of mind is important to us, and that’s why our platform includes a direct chat feature, so you can quickly get in touch with me if you have any questions or concerns. Additionally, the system provides real-time updates, so you can monitor your orders and address any issues right away. And of course, I’m always here to assist you personally if needed.”

“I don’t see how this benefits my business.”

Response: “That’s a great question. One of the main benefits is efficiency—you can quickly browse the catalog, compare products, and place orders without waiting for a callback or email response. This can save you valuable time, especially during your busy hours. Additionally, having access to detailed product information, including nutritionals, can help you make more informed decisions for your menu.”

“I’m worried this will take too much time to learn.”

Response: "It’s understandable to be concerned about the time commitment. The good news is that the platform is designed to be intuitive, and most users find they can pick it up quickly. I can schedule a quick training session at your convenience, and I’ll be here to support you every step of the way. Once you’re familiar with it, you’ll likely find it saves you time in the long run."