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Objections Documentation

Create and manage common buyer objections to help your team practice effective objection handling

Last updated: 7/17/2025

Objections are concerns and pushback that your team encounters during sales conversations. Create a comprehensive library of objections to help your team practice effective objection handling and improve their ability to address these concerns.

Overview

Objections represent the real challenges your team faces when selling. Each objection includes:

  • Objection Phrase: The actual words buyers use to express concerns
  • Call Purpose: Which types of calls this objection typically occurs in
  • Response Strategies: Effective approaches for handling the objection
  • Status Management: Active/inactive status for objection tracking

💡 Tip: Well-crafted objections help your team practice with realistic buyer pushback and develop confidence in handling difficult situations.

Creating Objections

Basic Information

Start with the fundamental objection details:

  • Objection Name: Clear, descriptive name for the objection
  • Objection Phrase: The actual language buyers use
  • Ideal Response: The preferred response to the objection
  • Call Purpose: Which call types this objection applies to
  • Status: Active or inactive

ℹ️ Info: Create objections that reflect the actual concerns your team encounters in real sales conversations.

Objection Examples

Enterprise Sales Objections

"We need to evaluate multiple vendors"

  • Call Purpose: Cold Call, Discovery, Negotiation
  • Context: Large organizations with formal procurement processes
  • Common Response: Acknowledge the process, offer to help with evaluation criteria

Mid-Market Objections

"We're concerned about implementation time"

  • Call Purpose: Discovery, Negotiation
  • Context: Growing companies with limited resources
  • Common Response: Provide implementation timeline, offer support resources

Small Business Objections

"We're too small for this"

  • Call Purpose: Cold Call, Discovery, Negotiation
  • Context: Small businesses concerned about complexity
  • Common Response: Highlight scalability, show relevant use cases

Managing Objections

Editing Objections

Update objection details as you learn from real sales conversations:

  1. Click the actions menu (three dots) next to any objection
  2. Select "Edit"
  3. Modify the relevant fields
  4. Save your changes

Duplicating Objections

Create variations of existing objections:

  1. Click the actions menu next to an objection
  2. Select "Duplicate"
  3. A copy of the objection will be created with a suffix of (copy)

Deleting Objections

Remove objections that are no longer relevant:

  1. Click the actions menu next to the objection
  2. Select "Delete"
  3. Confirm the deletion

⚠️ Warning: Deleting an objection will affect any scenarios that use it. Consider duplicating objections instead of deleting them if they're used in active scenarios.

Objection Configuration

Call Purpose Mapping

ℹ️ Info: Link objections to specific call types:

Status Management

Control which objections are active in training:

  • Active: Available for use in training scenarios
  • Inactive: Temporarily removed from selection when creating scenarios

Objection Best Practices

1. Realistic Language

Use actual buyer phrases and concerns:

  • Sales Call Analysis: Extract objections from actual conversations
  • Market Research: Understand common industry concerns
  • Team Input: Gather objections from your sales team

2. Comprehensive Coverage

Address all major objection categories:

  • Price Objections: Budget and cost concerns
  • Timing Objections: When and urgency issues
  • Authority Objections: Decision-making processes
  • Product Objections: Features and functionality concerns
  • Competitive Objections: Comparison and differentiation
  • Risk Objections: Implementation and change concerns

3. Context-Specific

Tailor objections to different scenarios:

  • Call Type: Different objections for discovery vs. closing
  • buyer Size: Enterprise vs. SMB concerns
  • Industry: Sector-specific objections and challenges
  • Product Type: Software vs. services vs. hardware

4. Regular Updates

Keep objections current with market changes:

  • Market Evolution: Update for changing buyer needs
  • Competitive Landscape: Address new competitor concerns
  • Product Changes: Reflect new features and capabilities
  • buyer Feedback: Incorporate learnings from sales calls

Scenario Assignment

Use objections in your training scenarios:

  1. Select Objections: Choose which objections to include
  2. Configure Timing: When objections should be raised
  3. Set Context: Provide background for the objection
  4. Test Realism: Ensure objections feel natural and realistic

Ready to create your first objection? Learn how to integrate objections into scenarios:

Using Objections in Scenarios →