The Objections section in AIRO Coach allows you to list, categorize, and analyze the most common objections encountered by your teams during calls. By centralizing this information, you make it easier for sales representatives to prepare and continuously improve their talking points.
Prerequisites:
- Have administrator access in Empower.
- Have the AIRO Coach feature enabled in your account settings.
- Prepare the types of objections you want to track (price, timing, need, product, etc.).
Accessing Objection Management
- Open the Settings menu in Empower.
- Go to the AIRO Coach tab.
- Select Objections in the left-hand sidebar.
You will see the list of default objections and those you have created manually.
Adding an Objection
Click on Add Objections to create a new objection.
Creation Steps
1. General Information
- Objection Name: enter the title (e.g. “Price objection”, “Not the right time”).
- Prompt: add a descriptive text or a reformulation of the objection.
2. Rebuttals
Add one or several possible responses to the objection. Each entry should be separated by a comma. For example:
“Our solution is more complete in the long run”, “We provide better customer support”.
3. Proof Points
Add concrete elements to support your rebuttals: customer testimonials, studies, figures, awards, etc. These proof points help your teams strengthen their credibility.
Once these three steps are complete, click on Add Objection to confirm.
Managing Existing Objections
- Activation/Deactivation: use the switch to make an objection active or inactive in AIRO Coach models.
- Edit: open an objection to update its information, rebuttals, or proof points.
- Delete: click the trash icon to remove it permanently.
Example of Use
Imagine your sales reps often hear the objection:
“I find your solution too expensive.”
You can create an objection titled “Price Objection” with:
- Prompt: “The client thinks the price is too high.”
- Rebuttals: “Our offer includes unlimited support”, “ROI is achieved by the second month.”
- Proof Points: “Internal study showing a 30% reduction in operational costs.”
AIRO Coach can then detect this objection in conversations and evaluate the quality of the agent’s response.
FAQ
1. How many objections can I create?
As many as needed. You can build a complete objection library to cover your different use cases.
2. Can I edit or delete an objection after creating it?
Yes, at any time. Changes are immediately reflected in AIRO Coach models.
3. Are objections shared between users?
Yes, all active objections are accessible to users who have access to AIRO Coach.
4. What is the purpose of the “Proof Points” field?
It allows you to support your rebuttals with concrete examples, strengthening the credibility of your responses during client interactions.