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Objection Response Library
Ready to print and use across your organization. Instant download after purchase.
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Each purchase is licensed to one organization for use in one LMS, with unlimited learners. By buying, you agree to the License Agreement and Terms of Use.
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About this tool
What to say when a customer says "That's too much," "Not right now" or "How do I know you'll do it right?": 24 objections, what each might really mean, and how to respond in person, by phone and by email, without arguing or pressure.
Who it is for
Salespeople and account managers
Small-business owners who quote and sell their own work
Estimators, service advisors and technicians who quote repairs
Front desk staff who hear "I'll think about it" every day
Sales managers coaching new staff
The problem it solves
When a customer pushes back, it is tempting to argue, cut the price, or ask again with more pressure. Each one makes the customer trust you less. The words a customer uses are often not the whole concern: "too expensive" can mean five different things. This library shows you how to find the real concern with one good question, answer it once with facts, and let the customer choose, with ready examples for the objections you hear most.
What is inside
How to use it, and contents (1 page)
Guide (5 pages): what objections are, four ways an objection becomes an argument, four kinds of concern, the SAFE method step by step (Stop selling, Ask what's behind it, Fit your answer to the real concern, End with their choice), what fits each concern, when to step back, SAFE in person, by phone and by email, and honest alternatives to pressure lines
Worked example (1 page): one objection handled in person, by email and by phone
Variations by setting, common mistakes and proof to prepare (2 pages)
The library (16 pages): 24 objections about price, timing, trust, fit, decision makers and ending the conversation. Each gives what the words might mean, a calm first line, two questions that find the real concern, what fits each concern, what to avoid, and two filled-in examples: a spoken reply and an email
Before-you-reply checklist (1 page)
Objection planner and proof and options inventory (4 pages): each filled in, then blank
Four-week objection log (1 page)
Editable Word file (28 pages) with the whole library, the planner and the log
How to use it
Read the guide once.
Fill in the planner and the proof inventory with your manager, so every option you mention is real.
Before a conversation, look up the objections you expect.
After it, note what the real concern turned out to be in the four-week log.
Formats and file types
PDF, 31 pages, US Letter
Word (.docx), editable, 28 pages
Licensed for internal use by the purchasing organization
Frequently asked questions
Is this a set of scripts?
No. The four steps and the questions stay the same; the sample replies show what good sounds like, and you say it in your own words.
Does it teach discounting or closing techniques?
No. It follows KA Company's honest selling rules: the full price first time, real options only, real deadlines stated once, and acceptance of a clear no.
Does it match the Handling Objections course?
Yes. It uses the SAFE method from KA Company's Handling Objections Without Arguing course and adds 24 objections with spoken and email examples.
One price, yours to keep. Licensed for use within your organization.