CST Objection Handling & Closing 2 — Questions and Answers
Question 1: A prospect says, 'I need to think about it.' What is the most effective response?
- Agree and schedule a follow-up call
- Ask what specifically they need to think about (Correct answer)
- Offer an immediate discount to decide now
- Send a follow-up email with product details
Correct answer: Ask what specifically they need to think about
Asking what they need to think about surfaces the real underlying objection so you can address it directly.
Question 2: Which closing technique involves summarizing all agreed-upon benefits before asking for the order?
- Puppy dog close
- Summary close (Correct answer)
- Assumptive close
- Sharp angle close
Correct answer: Summary close
The summary close recaps key value points the prospect agreed with, building momentum toward a natural yes.
Question 3: When a prospect objects due to a competitor offering a lower price, a trainer should coach reps to first:
- Match the competitor's price immediately
- Acknowledge the price difference and reinforce unique value (Correct answer)
- Discredit the competitor's product quality
- Escalate to a manager for approval
Correct answer: Acknowledge the price difference and reinforce unique value
Acknowledging the difference then pivoting to unique value keeps the conversation credible and differentiates on ROI, not price.
Question 4: The 'Ben Franklin Close' works by:
- Offering a time-limited bonus
- Having the prospect list pros and cons to see value outweighs cost (Correct answer)
- Using a third-party referral to build trust
- Asking permission to proceed with the paperwork
Correct answer: Having the prospect list pros and cons to see value outweighs cost
The Ben Franklin Close prompts the prospect to write out advantages and disadvantages, making the value case visible and self-generated.
Question 5: A rep closes too early in the conversation. What is the most likely outcome?
- The prospect feels respected and decides quickly
- The prospect feels pressured and becomes resistant (Correct answer)
- The prospect appreciates efficiency and signs faster
- The close succeeds because urgency is established
Correct answer: The prospect feels pressured and becomes resistant
Premature closing signals the rep prioritizes the sale over the prospect's needs, triggering resistance and eroding trust.
Question 6: Which objection type requires the trainer to coach reps on building personal rapport and trust over time?
- Price objection
- Product fit objection
- Relationship objection (Correct answer)
- Timing objection
Correct answer: Relationship objection
A relationship objection — where the prospect prefers a competitor due to established rapport — is overcome through consistent trust-building, not product arguments.
Question 7: In CST training, the 'feel, felt, found' technique is categorized as which type of objection response?
- Direct denial
- Empathy-based reframe (Correct answer)
- Boomerang method
- Conditional close
Correct answer: Empathy-based reframe
Feel, felt, found is an empathy-based reframe that validates the prospect's concern, normalizes it, then offers a positive resolution.
CST Objection Handling & Closing 2
A prospect says, 'I need to think about it.' What is the most effective response?