An approved playbook
Write or import responses for the objections your team hears every week - budget timing, an incumbent vendor, "send me an email", "I need to check with my manager".
Stage 03 · Handle
Your best rep's answers, on every call. And a clear line where it stops.
The agent handles common objections using talking points you approve. When a prospect raises something your playbook doesn't cover, it doesn't improvise - it escalates to a person with the context attached.
ObjectionLive
PR
We already use another vendor for this.
Playbook: uncover switching criteria
Understood. What would make you consider switching?
Off-playbook questions escalate to a rep
How objection handling works
Your approved talking points, every call.
Objections detected in context
The agent recognises an objection from what the prospect means, not just exact phrasing, and flags it on the transcript in real time.
Escalation, not improvisation
Pricing specifics, contract terms, legal questions, or anything off-playbook are routed to a rep, either live or as a flagged follow-up.
See which objections matter
Every objection is logged and counted, so you can see which ones come up most, which responses lead to meetings, and where the playbook needs work.
Worked example
From objection to next step
What happens in the few seconds after a prospect pushes back.
What you configure
- Objection categories and example phrasings
- Approved responses for each, with variations
- Topics that always escalate to a person
- Whether escalation is a live transfer or a follow-up task
- Phrases and claims the agent must never use
- 01:05Prospect objection
"We already use another vendor for this."
- 01:05Matched to playbook
Entry: Incumbent vendor - uncover switching criteria.
- 01:06Approved response
"Understood. What would make you consider switching?"
- 01:12Switching criteria surfaced
Cost reduction. Decision-maker confirmed.
- -If off-playbook
"Can you match our current contract terms?" escalates to a rep.
Boundaries
What the agent will and won't say
The agent will
- Use your approved messaging and nothing beyond it
- Acknowledge an objection before responding
- Accept a clear no and end the call politely
The agent will not
- Invent prices, discounts, or contract terms
- Make claims your playbook doesn't include
- Push past a prospect who has asked to stop
Questions
Objection Handling, answered.
How long does it take to build a playbook?
Most teams start with the handful of objections they already hear daily. The playbook grows as the objection log shows what prospects actually say.
Can we review responses before they go live?
Yes. Playbook entries are approved by your team before the agent uses them, and changes are tracked.
Next in queue
Put your next lead list in the queue.
Sign up and we'll set up your first campaign with you: calling windows, qualification criteria, and an objection playbook in your own words.
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