SSC Objection Handling and Conflict Resolution 2

Question 1

When a prospect says 'We're already working with a competitor,' the best response is to:

Accepted Answer

Acknowledge their current relationship and ask what outcomes they're looking to improve, positioning yourself as an option for unmet needs

Answer

End the conversation immediately

Answer

Insult the competitor's product

Answer

Offer a free trial to poach the account immediately

Question 2

What is the 'boomerang' technique in objection handling?

Accepted Answer

Throwing the objection back at the buyer as a reason to buy

Answer

Returning to a previously addressed objection to confirm it has been resolved

Answer

Offering a product return policy to reduce perceived risk

Answer

Redirecting the conversation after every objection

Question 3

In conflict resolution with a difficult customer, what is the most important first step?

Accepted Answer

Listen without interrupting to allow the customer to fully express their frustration before responding

Answer

Defend your company's position immediately

Answer

Offer a refund before understanding the issue

Answer

Escalate to legal immediately

Question 4

What does 'objection prevention' mean in selling?

Accepted Answer

Proactively addressing common concerns during the presentation before the buyer raises them

Answer

Discouraging buyers from asking questions

Answer

Refusing to enter a deal with buyers who have objected before

Answer

Rushing through the pitch to give buyers less time to object

Question 5

A customer is angry about a delayed delivery. The conflict resolution step after listening is to:

Accepted Answer

Apologize sincerely, accept responsibility on behalf of the company, and propose a concrete solution or timeline

Answer

Explain the cause of the delay in technical detail

Answer

Blame the logistics team in front of the customer

Answer

Offer a future discount as the only resolution

Question 6

What role does 'emotional intelligence' play in handling objections?

Accepted Answer

It helps the salesperson recognize emotional undercurrents in objections and respond in a way that addresses both the logic and feeling

Answer

It is irrelevant because objections are purely logical

Answer

It allows the salesperson to manipulate buyer emotions

Answer

It ensures the salesperson never shows any emotion during objections