Sales Objection Handling 1 — Questions and Answers
Question 1: What is the recommended FIRST step when a prospect raises an objection during a sales call?
- Immediately provide a counter-argument
- Listen fully without interrupting (Correct answer)
- Offer a discount to resolve the concern
- Ask to schedule a follow-up call
Correct answer: Listen fully without interrupting
Listening fully without interrupting shows respect and ensures you understand the objection before responding.
Question 2: Which technique involves repeating a prospect's objection back to them before addressing it?
- The Boomerang Method
- The Third-Party Story
- Active Listening Reflection (Correct answer)
- The Conditional Close
Correct answer: Active Listening Reflection
Active listening reflection confirms your understanding of the objection and shows the prospect they have been heard.
Question 3: What does the acronym LAER stand for in professional objection handling?
- Listen, Acknowledge, Explore, Respond (Correct answer)
- Lead, Assess, Evaluate, Resolve
- Learn, Align, Engage, Respond
- Listen, Agree, Explain, Rebut
Correct answer: Listen, Acknowledge, Explore, Respond
LAER (Listen, Acknowledge, Explore, Respond) is a structured four-step framework for professionally addressing sales objections.
Question 4: When a prospect says 'Your price is too high,' what type of objection is this classified as?
- Timing objection
- Need objection
- Price/value objection (Correct answer)
- Source objection
Correct answer: Price/value objection
Price objections indicate the prospect questions whether the product's value justifies the cost, requiring a value-focused response.
Question 5: The 'feel, felt, found' technique is primarily used to:
- Overcome price objections only
- Build rapport before a presentation
- Empathize with and reframe common objections (Correct answer)
- Close the sale after a product demo
Correct answer: Empathize with and reframe common objections
'Feel, felt, found' empathizes with the prospect's concern, normalizes it with a third-party example, and then provides a positive resolution.
Question 6: Which response is most effective when a prospect raises a price objection?
- Offer an immediate discount
- Emphasize the total value and ROI of the solution (Correct answer)
- Redirect the conversation to a different product
- Apologize for the high price and offer to check with a manager
Correct answer: Emphasize the total value and ROI of the solution
Shifting focus to value and ROI helps the prospect see the price as an investment rather than simply a cost.
Question 7: When should a salesperson avoid attempting to overcome an objection?
- When the objection involves pricing
- When the prospect has a legitimate dealbreaker concern (Correct answer)
- When the objection is raised early in the call
- When the prospect is a repeat customer
Correct answer: When the prospect has a legitimate dealbreaker concern
Attempting to override a legitimate dealbreaker wastes both parties' time and can damage trust; it is better to acknowledge it honestly.
Sales Objection Handling 1
What is the recommended FIRST step when a prospect raises an objection during a sales call?