What is the correct order of plays in Overcoming Objections?

• A. Empathize, Solve/Minimize, Benefit, Relate, Trial Close
• B. Solve/Minimize, Empathize, Relate, Benefit, Trial Close
• C. Trial Close, Solve/Minimize, Empathize, Benefit, Relate
• D. Empathize, Solve/Minimize, Relate, Benefit, Trial Close

Answer: (A)

Handling objections effectively follows a sequence that lowers resistance and builds alignment before asking for a decision. First, empathize—recognize and validate the customer's concern so they feel heard rather than cornered. Next, solve or minimize the objection—address the issue directly with facts, demonstrations, or options that reduce risk or doubt. Then present the benefits in light of the objection—show how the solution creates tangible value and how it overcomes the hurdle the objection raised. After that, relate the solution back to the customer's situation—connect the benefits to their specific needs, context, or goals so it feels personally relevant. Finally, use a trial close to test readiness and move toward the next step without rushing into a full commitment. This order matters because you first build trust, then remove the hurdle, then illuminate value, make it personal, and finally invite a decision. If you skip empathy or try to close too early, the objection can feel brushed off or resistance remains. Conversely, presenting benefits before addressing the objection or relating to the customer can leave the objection unanswered and lessen perceived relevance.