Objection Handling & Closing Flashcards

A prospect says, 'I need to think about it.' What is the most effective response?

Answer: Ask what specifically they need to think about

Asking what they need to think about surfaces the real underlying objection so you can address it directly.

Which closing technique involves summarizing all agreed-upon benefits before asking for the order?

Answer: Summary close

The summary close recaps key value points the prospect agreed with, building momentum toward a natural yes.

When a prospect objects due to a competitor offering a lower price, a trainer should coach reps to first:

Answer: Acknowledge the price difference and reinforce unique value

Acknowledging the difference then pivoting to unique value keeps the conversation credible and differentiates on ROI, not price.

The 'Ben Franklin Close' works by:

Answer: Having the prospect list pros and cons to see value outweighs cost

The Ben Franklin Close prompts the prospect to write out advantages and disadvantages, making the value case visible and self-generated.

A rep closes too early in the conversation. What is the most likely outcome?

Answer: The prospect feels pressured and becomes resistant

Premature closing signals the rep prioritizes the sale over the prospect's needs, triggering resistance and eroding trust.

Which objection type requires the trainer to coach reps on building personal rapport and trust over time?

Answer: Relationship objection

A relationship objection — where the prospect prefers a competitor due to established rapport — is overcome through consistent trust-building, not product arguments.

In CST training, the 'feel, felt, found' technique is categorized as which type of objection response?

Answer: Empathy-based reframe

Feel, felt, found is an empathy-based reframe that validates the prospect's concern, normalizes it, then offers a positive resolution.