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

Acknowledging and probing the objection shows respect for the buyer's concern and ensures you address the real issue, not a surface symptom.

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

'I need to think about it' is typically a polite stall that signals a concern the buyer has not yet voiced.

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

The feel-felt-found technique (I understand how you feel; others have felt the same; what they found was...) uses empathy and social proof to overcome objections.

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

Uncovering what the competitive offer actually includes often reveals value gaps that justify your higher 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

Latent objections are unspoken reservations that can kill a deal at the last minute if the salesperson fails to proactively uncover them.

SSC - Selling Skills Certification Practice Test

SSC - Selling Skills Certification Practice Test

SSC Objection Handling and Conflict Resolution