CST Objection Handling & Closing 3 — Questions and Answers
Question 1: A prospect says, 'Your product has too many features we don't need.' The best objection-handling approach is to:
- Defend every feature's potential future value
- Ask which features align with their core needs and refocus there (Correct answer)
- Offer a stripped-down version at the same price
- Agree and reduce the product scope on the spot
Correct 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.
Question 2: The 'Columbo Close' is named after the TV detective because it involves:
- Cornering the prospect with evidence-based arguments
- Asking a casual, seemingly unimportant question after the prospect declines (Correct answer)
- Using a badge of authority to gain compliance
- Presenting a surprise discount at the last moment
Correct 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.
Question 3: Which metric best indicates a sales rep is closing effectively after handling objections?
- Number of objections heard per call
- Objection-to-close conversion rate (Correct answer)
- Average call duration after objections arise
- Number of follow-up emails sent post-objection
Correct answer: Objection-to-close conversion rate
Objection-to-close conversion rate directly measures how often successfully handled objections lead to a completed sale.
Question 4: A trainer observes that reps frequently cave on price without exploring alternatives. The FIRST corrective coaching step is to:
- Role-play price negotiation scenarios using competitive anchoring
- Issue a policy memo prohibiting unsanctioned discounts
- Review call recordings to identify where reps lose confidence (Correct answer)
- Pair reps with senior sellers to shadow closing calls
Correct 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.
Question 5: In objection handling, a 'stall' differs from a genuine objection because a stall:
- Involves a specific, factual concern about the product
- Is a delay tactic without a concrete underlying issue (Correct answer)
- Requires a manager's involvement to resolve
- Can only be addressed with a price concession
Correct 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.
Question 6: The 'Assumptive Close' technique carries the risk of:
- Giving the prospect too much time to reconsider
- Coming across as presumptuous if the prospect isn't ready (Correct answer)
- Requiring too much information upfront
- Being too transparent about sales intent
Correct 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.
Question 7: When coaching objection handling, which scenario best represents a 'boomerang' technique?
- 'I understand your concern — let me show you how other customers solved that.'
- 'That very reason is actually why this solution will work best for you.' (Correct answer)
- 'Would you move forward if we could adjust the pricing structure?'
- 'Let's review all the benefits you mentioned before we decide.'
Correct 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.
CST Objection Handling & Closing 3
A prospect says, 'Your product has too many features we don't need.' The best objection-handling approach is to: