SSC Objection Handling and Conflict Resolution

Question 1

What is the best initial response when a prospect raises an objection?

Accepted Answer

Acknowledge the objection, clarify its root cause through questions, and then respond with targeted information

Answer

Immediately counter the objection with facts

Answer

Ignore the objection and continue the pitch

Answer

Offer a discount to resolve the objection

Question 2

A prospect says, 'I need to think about it.' This statement most likely indicates:

Accepted Answer

An unaddressed concern, insufficient urgency, or a hidden objection that has not been surfaced yet

Answer

Genuine enthusiasm for the product

Answer

They have already decided to buy and are preparing the paperwork

Answer

A request for additional product literature

Question 3

What does the 'feel, felt, found' technique help a salesperson accomplish?

Accepted Answer

Empathize with the prospect's concern, normalize it, and redirect it using a positive outcome story

Answer

Restate the prospect's objection word for word

Answer

Identify the prospect's emotional state before pitching

Answer

Replace the product demo with a case study

Question 4

When a buyer objects to your pricing by referencing a competitor's lower price, the best response is to:

Accepted Answer

Ask what is included in the competitor's offering and demonstrate the superior ROI of your solution

Answer

Match the competitor's price immediately

Answer

Dismiss the competitor's product as inferior without evidence

Answer

Offer a larger discount than the competitor's price

Question 5

What is a 'latent objection'?

Accepted Answer

A concern the buyer has but has not yet expressed, often surfacing later as a reason not to buy

Answer

An objection that arises after the contract is signed

Answer

An objection about a product feature that is no longer available

Answer

A written formal complaint from a customer

Question 6

What is the primary difference between a genuine objection and a smokescreen objection?

Accepted Answer

A genuine objection is a real barrier to purchase, while a smokescreen is an excuse hiding a different underlying concern

Answer

Genuine objections are always about price; smokescreens are about timing

Answer

Smokescreen objections only arise in large enterprise deals

Answer

Genuine objections cannot be overcome