Handling Objections on a Sales Call

Read/Listen first

Yesterday I was preparing for a first call with a prospect who had downloaded our pricing sheet. I had already checked their website and noticed they were not the final decision maker, so I asked a few qualifying questions. While we were talking, the client said they had been comparing our main feature with a cheaper tool and they raised an objection about integration. I explained that we have built a simple connector, and I offered to send a short demo video after the call. By the end of the conversation, we had agreed a trial start date, but the prospect asked for a discount if they paid the first invoice upfront. I said I could consider it, unless the contract included extra support. I will follow up tomorrow with the proposal, and I will confirm who needs to sign before we schedule the next meeting.

⚡ Learning goals

• Can ask qualifying questions to check if a prospect is the decision maker.
• Can respond to an objection by explaining a feature and offering a next step.
• Can negotiate invoice and discount terms politely and confirm follow-up actions.

✨ Key language

• Could I ask a few qualifying questions? “to understand your needs”
• I can consider a discount, unless… “it includes extra support”
• I’ll follow up with the proposal tomorrow. “so you can review it”

⚙️ Rules & Grammar — 4 Structures

1️⃣ Past perfect for preparation

Rule: Use had already + past participle to show one past action happened before another past moment.
Examples: I had already checked their website.; We had agreed a trial start date.; The prospect had downloaded our pricing sheet.
Common pitfall + fix: Using past simple for both actions — Use past perfect for the earlier action: had already checked.

2️⃣ Past perfect continuous for ongoing actions

Rule: Use had been + -ing to describe an action in progress before a past moment.
Examples: They had been comparing our main feature.; She had been asking detailed questions.; We had been talking for ten minutes.
Common pitfall + fix: Saying had comparing — Use had been comparing.

3️⃣ Present perfect for results now

Rule: Use have/has + past participle for actions with a present result or relevance.
Examples: We have built a simple connector.; I have prepared a short demo.; They have raised an objection about integration.
Common pitfall + fix: Using past simple when the result matters now — Use present perfect: have built.

4️⃣ Future & conditionals for next steps

Rule: Use will for planned follow-up and unless to set a condition that stops the plan.
Examples: I will follow up tomorrow.; I could consider a discount.; I can consider it unless the contract includes extra support.
Common pitfall + fix: Forgetting the base form after will — Say will follow up, not will followed up.

✍️ Vocabulary

  prospect

Meaning: a potential customer who may buy your product or service
Synonyms: potential customer, lead, possible buyer
Chunk/Idiom: a qualified prospect
Example: The prospect asked for a discount on the invoice.
Morphology: noun; verb: prospect (rare); adj.: prospective; adv.: prospectively
Self-practice: Write one question to qualify a prospect.

  qualifying

Meaning: checking if a prospect is a good fit and has the authority, budget, and need
Synonyms: screening, assessing, filtering
Chunk/Idiom: qualifying questions
Example: I asked qualifying questions about budget and timing.
Morphology: verb: qualify; noun: qualification; adj.: qualified; adv.: qualitatively
Self-practice: List two qualifying questions you can ask.

  objection

Meaning: a reason a customer gives for not buying yet
Synonyms: concern, hesitation, pushback
Chunk/Idiom: raise an objection
Example: They raised an objection about integration.
Morphology: noun; verb: object; adj.: objective; adv.: objectively
Self-practice: Rephrase one objection in a neutral way.

  feature

Meaning: a specific function or characteristic of a product
Synonyms: function, capability, attribute
Chunk/Idiom: key feature
Example: Our key feature is a simple connector for setup.
Morphology: noun; verb: feature; adj.: featured; adv.: notably
Self-practice: Name one feature and one benefit.

  invoice

Meaning: a document asking for payment for goods or services
Synonyms: bill, statement, payment request
Chunk/Idiom: pay the invoice upfront
Example: They offered to pay the first invoice upfront.
Morphology: noun; verb: invoice; adj.: invoiced; adv.: immediately
Self-practice: Write one polite sentence about sending an invoice.

  discount

Meaning: a reduction in price
Synonyms: price reduction, markdown, rebate
Chunk/Idiom: offer a discount
Example: I said I could consider a discount unless support was added.
Morphology: noun; verb: discount; adj.: discounted; adv.: accordingly
Self-practice: Negotiate a discount in one sentence.

☁️ Examples (+ audio)

🔊 Play I have built a simple connector, so setup is quicker.

🔊 Play They had been comparing our feature with a cheaper tool.

🔊 Play I could consider a discount unless extra support is included.

🔊 Play I will follow up tomorrow and confirm who needs to sign.

✏️ Exercises

Grammar

Vocabulary & Comprehension

✅ Guided practice

Mini-dialogue:

A: Thanks for your time—could I ask a few qualifying questions first?
B: Sure. What do you need to know about budget and timing?
A: Great. Have you already chosen the decision maker for this purchase?
B: Not yet—we need internal approval.

Why this matters:

It saves time by focusing on the right prospect. It helps you surface objections early. It keeps follow-up clear and professional.

Verb & Adjective Pack:

qualify — “We qualify prospects before sending a proposal.”
raise an objection — “They raised an objection about integration.”
follow up — “I’ll follow up tomorrow with the proposal.”

Try & compare: