Scoring Tests
Objection Handling
Evaluate agent's ability to respond to customer concerns about buying.
What it measures
This score measures how well the agent responds to customer concerns about buying (e.g., price, value, fit/compatibility, timing, risk). It rewards acknowledging the concern, giving a strong answer, and keeping the conversation moving forward.
What "good" looks like
- Acknowledges the concern respectfully.
- Addresses it with clear reasoning, facts, options, or alternatives.
- Suggests a next step after resolving the concern.
Common reasons for lower scores
- Ignoring objections or responding defensively.
- Giving generic "we're the best" claims without substance.
- Not offering alternatives or next steps.
Examples
High (9–10): "Customer says 'Too expensive'; agent explains value, offers an alternative, and customer continues toward purchase."
Mid (6–7): "Agent responds but the answer is generic or only partially addresses the concern."
Low (1–3): "Agent ignores the objection, argues, or the customer disengages."
How to read the scale
| Score | Description |
|---|---|
| 10 | Objection fully resolved; customer clearly moves forward. |
| 9 | Strong resolution; tiny gap but forward progress remains. |
| 8 | Good handling; customer stays engaged. |
| 7 | Addresses objection; progress is slower but positive. |
| 6 | Partially addressed; some doubt remains. |
| 5 | Mixed; responses feel generic. |
| 4 | Weak; objection mostly remains. |
| 3 | Poor; deflects or misses the point. |
| 2 | Very poor; worsens trust or frustration. |
| 1 | Completely mishandled; customer drops or rejects. |