Objections Handling
The Objections Handling stage scores how well the agent responds to the client's concerns.
Scoring rubric
| Level | What it looks like |
|---|---|
| 1 · Bad defensive | The agent got defensive or argued with the client. |
| 2 · Poor reframing | Acknowledged the objection but didn't reframe it. |
| 3 · Satisfactory handling | Addressed the objection with a reasonable answer. |
| 4 · Good resolution | Resolved the objection with evidence and value. |
| 5 · Excellent objection reversal | Turned the objection into a reason to buy. |
Objection catalogue
Two fields list the objections the agent should expect:
- True objections — real concerns the agent must resolve.
- Example:
too expensive, not now, happy with current tool
- Example:
- False objections — polite deflections that signal hesitation, not a real blocker.
- Example:
I need to think, send me an email
- Example:
Best practice: the distinction matters — the AI scores agents differently for overcoming a false objection (a stall) versus a true one (a real concern).
tip
Your objection catalogue feeds the Client Objections panel in each call analysis, so keep the wording realistic to your actual calls.