Product management glosary

Objection Handling

What is Objection Handling?

Objection handling is a crucial skill for product managers. It involves addressing and overcoming objections that customers may have about a product or service. Objections can range from concerns about the price, features, or functionality of a product to doubts about its quality or reliability.

Why is Objection Handling Important?

Objection handling is important because it helps product managers to understand the concerns and needs of their customers. By addressing objections, product managers can build trust and credibility with their customers, and ultimately increase sales and customer satisfaction.

Objection handling also helps product managers to identify areas where their product may need improvement. By listening to customer objections, product managers can gain valuable feedback and insights that can be used to improve the product and make it more appealing to customers.

How to Handle Objections?

Handling objections requires a combination of active listening, empathy, and problem-solving skills. Here are some tips for handling objections:

  • Listen actively: Listen carefully to the customer's objection and try to understand their perspective.
  • Show empathy: Acknowledge the customer's concerns and show that you understand their point of view.
  • Provide solutions: Offer solutions to address the customer's concerns. This could involve explaining the benefits of the product, addressing any misconceptions, or offering alternatives.
  • Be honest: Be honest about the limitations of the product and any areas where it may need improvement.
  • Follow up: Follow up with the customer after addressing their objection to ensure that they are satisfied with the solution.

Examples of Objections and How to Handle Them

Here are some common objections that product managers may encounter and how to handle them:

  • Objection: "The price is too high."
    • Solution: Explain the value of the product and how it can save the customer money in the long run. Offer a discount or payment plan if possible.
  • Objection: "The product doesn't have the features I need."
    • Solution: Listen to the customer's needs and explain how the product can meet their needs. If the product doesn't have the necessary features, offer alternatives or suggest ways to customize the product.
  • Objection: "I'm not sure about the quality of the product."
    • Solution: Address any concerns about the product's quality by explaining the manufacturing process, quality control measures, and any certifications or awards the product has received. Offer a satisfaction guarantee or warranty to reassure the customer.


Objection handling is a critical skill for product managers. By addressing customer objections, product managers can build trust and credibility with their customers, gain valuable feedback, and ultimately increase sales and customer satisfaction. By following the tips and examples outlined in this article, product managers can become more effective at handling objections and improving their products.