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

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?

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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?

Accepted Answer

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

Answer

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:

Accepted Answer

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

Answer

After listening, taking ownership and providing a clear resolution plan demonstrates accountability and restores trust.

SSC - Selling Skills Certification Practice Test

SSC - Selling Skills Certification Practice Test

SSC Objection Handling and Conflict Resolution 2