Business & Management
Handling Objections
Assessment type
Training only (attendance)
Minimum duration
30 Minutes
Course delivery
E-learning
Description
The Handling Objections eLearning course provides learners with an understanding of how to respond effectively and professionally when customers or clients raise objections, concerns or reservations.
The course explores why objections arise, the importance of understanding the underlying concern and practical techniques for responding constructively. Learners will consider how effective questioning, active listening and clear communication can help address objections, provide relevant information and work towards a positive outcome while maintaining professional relationships.
Who Should Attend?
- Sales and business development personnel.
- Customer service and client-facing employees.
- Account and relationship managers.
- Employees responsible for discussing products or services with customers.
- Employees involved in negotiations or client discussions.
- Managers and supervisors responsible for sales or customer-facing teams.
- Anyone looking to develop their confidence and skills when responding to objections.
What You Will Learn
- What is meant by an objection.
- Common reasons why customers or clients may raise objections.
- Recognising different types of objections.
- Understanding the difference between an objection and a rejection.
- Identifying the underlying reason for an objection.
- Using active listening to understand concerns.
- Asking effective questions to clarify an objection.
- Avoiding assumptions about the customer's concerns.
- Acknowledging objections professionally and appropriately.
- Maintaining a positive and constructive approach.
- Responding clearly and confidently to objections.
- Providing relevant information to address concerns.
- Explaining benefits and value appropriately.
- Responding to concerns relating to price, suitability or other factors.
- Avoiding argumentative or overly defensive responses.
- Checking whether the customer's concern has been addressed.
- Recognising when further information or assistance may be required.
- Knowing when an objection cannot appropriately be overcome.
- Maintaining positive client relationships regardless of the outcome.
- Applying effective objection-handling techniques in workplace situations.
Course Delivery
This course is delivered as self-directed eLearning through the ELMO learning platform.
Learners can work through the course at their own pace and can move backwards and forwards through the learning content as required. The course does not need to be completed in one sitting, allowing learners to leave and return to their training where necessary.
Interactive activities may be included throughout the course to reinforce key learning points.
Assessment
Knowledge and understanding are checked through online assessment activities. Depending on the course content, these may include multiple-choice questions, matching exercises, drag-and-drop activities and image-based questions.
A minimum score of 70% is required to successfully complete the course.
Certification
Upon successful completion of the course and assessment requirements, learners will receive a UK Rural Skills (UKRS) Accredited Certificate of Training.
Course Duration
The course is self-directed and learners can progress through the content at their own pace. Completion time may therefore vary depending on the individual learner.
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