Objection Handling & Closing Flashcards
7 cards from real CST practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Objection Handling & Closing flashcards as text
A prospect says, 'Your product has too many features we don't need.' The best objection-handling approach is to:
Answer: Ask which features align with their core needs and refocus there
Asking which features matter focuses the conversation on relevant value and demonstrates consultative listening.
The 'Columbo Close' is named after the TV detective because it involves:
Answer: Asking a casual, seemingly unimportant question after the prospect declines
The Columbo Close mimics the detective's 'just one more thing' tactic, using a low-pressure follow-up question to re-engage a reluctant prospect.
Which metric best indicates a sales rep is closing effectively after handling objections?
Answer: Objection-to-close conversion rate
Objection-to-close conversion rate directly measures how often successfully handled objections lead to a completed sale.
A trainer observes that reps frequently cave on price without exploring alternatives. The FIRST corrective coaching step is to:
Answer: Review call recordings to identify where reps lose confidence
Reviewing recordings identifies the exact moment and trigger where confidence breaks down, enabling targeted coaching rather than generic advice.
In objection handling, a 'stall' differs from a genuine objection because a stall:
Answer: Is a delay tactic without a concrete underlying issue
A stall is a non-specific delay (e.g., 'let me think about it') while a genuine objection has an identifiable concern that can be directly addressed.
The 'Assumptive Close' technique carries the risk of:
Answer: Coming across as presumptuous if the prospect isn't ready
If used before adequate buying signals exist, the assumptive close feels aggressive and can damage trust.
When coaching objection handling, which scenario best represents a 'boomerang' technique?
Answer: 'That very reason is actually why this solution will work best for you.'
The boomerang technique turns the objection itself into a reason to buy, flipping the prospect's concern into a selling point.