SSC Objection Handling and Conflict Resolution 2 — Questions and Answers
Question 1: When a prospect says 'We're already working with a competitor,' the best response is to:
- End the conversation immediately
- Acknowledge their current relationship and ask what outcomes they're looking to improve, positioning yourself as an option for unmet needs (Correct answer)
- Insult the competitor's product
- Offer a free trial to poach the account immediately
Correct answer: Acknowledge their current relationship and ask what outcomes they're looking to improve, positioning yourself as an option for unmet needs
Respecting the existing relationship while uncovering unmet needs plants the seed for a future opportunity without burning the bridge.
Question 2: What is the 'boomerang' technique in objection handling?
- Throwing the objection back at the buyer as a reason to buy (Correct answer)
- Returning to a previously addressed objection to confirm it has been resolved
- Offering a product return policy to reduce perceived risk
- Redirecting the conversation after every objection
Correct answer: Throwing the objection back at the buyer as a reason to buy
The boomerang technique converts the objection itself into a reason to buy (e.g., 'Because of the price, it's even more important to choose a solution that delivers proven ROI').
Question 3: In conflict resolution with a difficult customer, what is the most important first step?
- Defend your company's position immediately
- Listen without interrupting to allow the customer to fully express their frustration before responding (Correct answer)
- Offer a refund before understanding the issue
- Escalate to legal immediately
Correct answer: Listen without interrupting to allow the customer to fully express their frustration before responding
Allowing an upset customer to speak first without interruption validates their frustration and prevents the situation from escalating.
Question 4: What does 'objection prevention' mean in selling?
- Discouraging buyers from asking questions
- Proactively addressing common concerns during the presentation before the buyer raises them (Correct answer)
- Refusing to enter a deal with buyers who have objected before
- Rushing through the pitch to give buyers less time to object
Correct answer: Proactively addressing common concerns during the presentation before the buyer raises them
Objection prevention involves identifying common buyer concerns and addressing them preemptively, reducing friction later in the sales process.
Question 5: A customer is angry about a delayed delivery. The conflict resolution step after listening is to:
- Explain the cause of the delay in technical detail
- Apologize sincerely, accept responsibility on behalf of the company, and propose a concrete solution or timeline (Correct answer)
- Blame the logistics team in front of the customer
- Offer a future discount as the only resolution
Correct answer: Apologize sincerely, accept responsibility on behalf of the company, and propose a concrete solution or timeline
After listening, taking ownership and providing a clear resolution plan demonstrates accountability and restores trust.
Question 6: What role does 'emotional intelligence' play in handling objections?
- It is irrelevant because objections are purely logical
- It helps the salesperson recognize emotional undercurrents in objections and respond in a way that addresses both the logic and feeling (Correct answer)
- It allows the salesperson to manipulate buyer emotions
- It ensures the salesperson never shows any emotion during objections
Correct answer: It helps the salesperson recognize emotional undercurrents in objections and respond in a way that addresses both the logic and feeling
Many objections have an emotional component (fear, uncertainty, distrust) that must be addressed alongside the logical concern.
SSC Objection Handling and Conflict Resolution 2
When a prospect says 'We're already working with a competitor,' the best response is to: