CSA Objection Handling and Closing Techniques 1 — Questions and Answers
Question 1: A prospect says, 'Your price is too high.' What is the most effective first response?
- Immediately offer a discount to close the deal
- Acknowledge the concern and ask what they are comparing the price to (Correct answer)
- Explain that the price is non-negotiable
- Move on to a different product option
Correct answer: Acknowledge the concern and ask what they are comparing the price to
Acknowledging the concern and asking a clarifying question uncovers the true basis of the objection before responding.
Question 2: Which closing technique involves presenting two positive options to the prospect, both of which result in a sale?
- The Assumptive Close
- The Urgency Close
- The Alternative Close (Correct answer)
- The Trial Close
Correct answer: The Alternative Close
The Alternative Close gives the prospect a choice between two options (e.g., 'Would you prefer the monthly or annual plan?'), both of which move the deal forward.
Question 3: A customer says, 'I need to think about it.' Which technique best addresses this objection?
- Respect their decision and follow up in a week
- Ask open-ended questions to identify what specific concerns remain unresolved (Correct answer)
- Offer a steep discount immediately
- End the conversation and wait for them to call back
Correct answer: Ask open-ended questions to identify what specific concerns remain unresolved
Asking open-ended questions helps uncover the real hesitation so you can address it directly rather than leaving the deal in limbo.
Question 4: The 'feel, felt, found' technique is used primarily to:
- Pressure the prospect into making an immediate decision
- Empathize with the prospect and redirect them using a relevant success story (Correct answer)
- Describe the product's features in emotional terms
- Challenge the prospect's objection with data
Correct answer: Empathize with the prospect and redirect them using a relevant success story
The feel, felt, found method validates the prospect's concern, relates it to others who had the same feeling, and shares how those others found value in the solution.
Question 5: Which of the following is an example of a Trial Close?
- 'If we can meet your budget requirements, would you be ready to move forward?' (Correct answer)
- 'This offer expires at the end of the day.'
- 'Would you like Option A or Option B?'
- 'Our product has won five industry awards this year.'
Correct answer: 'If we can meet your budget requirements, would you be ready to move forward?'
A Trial Close tests the prospect's readiness to buy by asking a conditional question, revealing any remaining objections without directly asking for the sale.
Question 6: When a prospect raises an objection, the salesperson should do all of the following EXCEPT:
- Listen carefully without interrupting
- Clarify the objection by asking questions
- Immediately counter with a list of product features (Correct answer)
- Acknowledge the prospect's perspective
Correct answer: Immediately counter with a list of product features
Launching immediately into product features dismisses the objection rather than addressing the underlying concern, which can damage trust.
Question 7: The 'Assumptive Close' technique works by:
- Assuming the prospect will never buy and moving on
- Acting as though the prospect has already decided to buy and proceeding accordingly (Correct answer)
- Assuming the price will be negotiated down
- Waiting for the prospect to bring up the topic of closing
Correct answer: Acting as though the prospect has already decided to buy and proceeding accordingly
The Assumptive Close uses confident language that presupposes agreement (e.g., 'When would you like delivery?'), guiding the prospect toward a decision.
CSA Objection Handling and Closing Techniques 1
A prospect says, 'Your price is too high.' What is the most effective first response?