During the presentation the customer might show some curiosity or raise certain questions. What is it called?
During the presentation the customer might show some curiosity or raise certain questions. What is it called?
Objections (customer queries) — curiosity or questions raised during a presentation are objections; a skilled salesperson treats them positively as signs of genuine customer interest.
Marking Scheme
- 11 mark: Correctly identifying it as 'objections' or 'customer objections/queries' in the context of the sales presentation stage. Award mark if student mentions that these indicate customer interest. No mark for vague answers such as 'questions' or 'feedback' without the term 'objections'.
Hint
During a presentation, when a customer seems curious and starts asking things or showing hesitation, a salesperson treats this positively — the technical term is the same word used in a courtroom when a lawyer challenges a statement.
Quick Oral Answer
When a customer shows curiosity or raises questions during a presentation, it is called objections. A skilled salesperson treats objections as a sign of customer interest and handles them positively to move closer to closing the sale.
Analysis & Explanation
Curiosity or questions raised by the customer during a presentation are called objections.
Concept
- Handling objections is the fifth step of the personal selling process and the most skill-intensive stage.
- The key insight — objections signal interest, not rejection — is counter-intuitive and frequently tested.
Common mistakes
- Assuming objections are negative and should be deflected; the correct approach is to acknowledge, empathise, and address them with evidence or demonstration.
- Giving vague answers like 'questions' or 'feedback' without using the term 'objections'.
Real-world
- Objections fall into six broad categories: price, product, source, time, need, and competition — each needing a distinct response strategy.
- Smart salespeople pre-empt common objections (e.g., building a cost-benefit case into the presentation before price is raised), and the same skill of welcoming questions rather than getting defensive applies well beyond selling.
Common Mistakes
- 1Writing 'feedback' or 'questions' instead of the specific CBSE term 'objections' — the syllabus uses 'objections' as the technical term for customer queries raised during a presentation.
- 2Stating that objections are a negative sign indicating the customer does not want to buy — objections signal interest and engagement, not rejection.
- 3Confusing 'objections' with 'rejection' — objections are questions or concerns that can be overcome, while rejection is a refusal to purchase.
Previously Asked
What are 'objections' in the context of a sales presentation?
When a customer raises doubts or concerns during a sales pitch, what is it called?
How should a salesperson handle objections raised by a customer?
Interesting Facts
Research by sales platform Gong.io, based on analysis of over one million sales calls, found that top-performing salespeople actually encounter more objections than average performers — because they engage customers more deeply, drawing out hidden concerns that less skilled salespeople never uncover.
The word 'objection' in a legal courtroom and in a sales room shares the same root idea — raising a challenge to something stated. Just as lawyers must respond to objections with evidence, salespeople must respond with facts, demonstrations, and testimonials.
IBM's legendary sales training programme from the 1960s-1980s dedicated more hours to objection-handling than to any other sales skill, making it the backbone of their salesforce's success in selling complex technology solutions to corporate clients.
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Frequently Asked Questions
Are objections a negative sign during a sales presentation?
No — objections are generally a positive sign. When a customer raises questions or shows curiosity during a presentation, it signals that they are actively engaged and interested in the product. A completely silent customer who raises no questions is often more difficult to close, as their silence may indicate disinterest. Skilled salespeople are trained to welcome objections as opportunities to provide information and build confidence in the purchase decision.
What is the difference between an objection and a rejection in sales?
An objection is a concern, doubt, or question the customer raises about the product — such as price, quality, or features. It does not mean the customer refuses to buy; it means they need more information or reassurance. A rejection is a definitive refusal to purchase. Objections can be overcome with the right response; rejections require re-engagement at a future time or with a different offer.
What are the most common types of objections a salesperson faces?
The most common objections are price objections ('It is too expensive'), product objections ('I am not sure this will work for me'), time objections ('I need to think about it'), source objections ('I have not heard of your company'), need objections ('I do not think I need this right now'), and competition objections ('I prefer Brand X'). Each type requires a different handling technique.