What is objection script in SAP CRM-IC - Interaction Center WebClient?

SAP Term: objection script

• Component: CRM-IC

• Component Name: Interaction Center WebClient

• Description: A series of questions that appears when an agent selects an objection reason from an interactive script. These questions may provide more information about why the customer gave the objection reason. &EXAMPLE& An interaction center agent calls Ms. Salizar to ask whether she would like to subscribe to a local newspaper at a discounted rate. Ms. Salizar says that she already has a subscription to another local newspaper, so the interaction center agent selects Existing Subscription as the objection reason. This triggers an objection script, which contains questions designed to get more details from the customer, such as the name of the newspaper or the subscription rate. In this case, the objection script helps the newspaper to define its competitors.

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• Key Concepts: 
  Objection Scripts are a feature of the CRM-IC Interaction Center WebClient component of SAP. They are used to provide a structured approach to handling customer objections during sales conversations. Objection Scripts provide a set of pre-defined responses that can be used to address customer objections in a consistent and effective manner. 
  
  How to use it: 
  Objection Scripts can be used in two ways. First, they can be used as a reference tool during sales conversations. The salesperson can refer to the Objection Scripts to find the best response to a customer objection. Second, they can be used as a training tool for new salespeople. By studying the Objection Scripts, new salespeople can learn how to effectively handle customer objections. 
  
  Tips & Tricks: 
  When using Objection Scripts, it is important to remember that they are not meant to be used verbatim. Instead, they should be used as a guide for crafting an effective response to customer objections. It is also important to remember that Objection Scripts should be tailored to the specific situation and customer needs. 
  
  Related Information: 
  For more information on Objection Scripts, please refer to the SAP Help Portal or contact your local SAP representative.