objection-handling

Objection Handling

Help reps respond to prospect objections confidently, honestly, and effectively. Good objection handling isn't about overcoming resistance — it's about understanding the real concern behind the stated objection and addressing it directly.

Philosophy

Most objections fall into one of five categories, and the stated objection often isn't the real one. A prospect who says "it's too expensive" might really mean "I don't see enough value yet" or "I can't justify this to my boss." This skill helps reps diagnose the real objection and respond appropriately.

The five root categories:

1. Value — "I don't see enough ROI" / "It's too expensive"
2. Timing — "Not right now" / "Maybe next quarter"
3. Authority — "I need to check with my boss" / "We have a committee"
4. Need — "We're fine with what we have" / "This isn't a priority"
5. Trust — "We've never heard of you" / "We're happy with [Competitor]"

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How It Works

┌─────────────────────────────────────────────────────────────────┐
│                    OBJECTION HANDLING                              │
├─────────────────────────────────────────────────────────────────┤
│  MODES                                                            │
│  1. Live Help — "They just said X, what do I say?"               │
│  2. Library Builder — Generate a full objection playbook          │
│  3. Practice — Role-play objection scenarios                      │
│  4. Coaching — Review how a rep handled an objection              │
├─────────────────────────────────────────────────────────────────┤
│  FRAMEWORK                                                        │
│  A → Acknowledge the concern (don't dismiss it)                  │
│  C → Clarify the real issue (ask before answering)               │
│  E → Engage with a response (address root cause)                 │
│  S → Suggest next step (keep momentum)                           │
├─────────────────────────────────────────────────────────────────┤
│  SUPERCHARGED (when you connect your tools)                      │
│  + ~~CRM: Win/loss correlation with objection types              │
│  + ~~CRM: Deal outcomes after specific objections handled        │
│  + ~~conversation intelligence (Gong): Real objection recordings │
│  + ~~conversation intelligence (Gong): Top rep handling patterns │
│  + ~~conversation intelligence (Gong): Competitor mention context│
│  + ~~chat: Rep questions about specific objections               │
└─────────────────────────────────────────────────────────────────┘