"We're already using someone else"
The incumbent is fine. Nobody switches from fine. Find the thing that isn't fine without ever criticising a competitor.
The brief
You are
An account executive at an employee-engagement platform. You have a first meeting with a People Director who already uses a well-established competitor.
The situation
Rachel Ives, People Director at Torrance Group, agreed to a short call. She told your SDR up front that they are two years into a contract with an incumbent and are 'reasonably happy'.
What you want out of it
Establish whether there is a real gap worth pursuing, without knocking the incumbent — and either find a wedge or exit cleanly.
What you know going in
- They have used the incumbent for two years.
- The contract renews in about four months.
- She described them as 'reasonably happy' — not happy.
Who is on the other end
Rachel
People Director, Torrance Group
She opens guarded, and she is holding 4 things back — 1 near the surface, 1 that take real questioning, and 2 you will only get to if the conversation genuinely goes well. What they are, and what makes her say them, is the part you have to find. She is not scripted to volunteer any of it.
What the debrief marks
The objectives for this scenario, and the four axes every objection handling call is graded on.
Understanding first
Did they find out what the objection actually meant before answering it? 'Too expensive' can be no budget, wrong value, or a comparison to something else entirely, and the three have different answers.
Substance of the response
Was the answer specific and honest — a real trade-off, a real number, a real limitation acknowledged — or a feature list and a reassurance?
Composure
Did they stay level under pushback without either caving or getting defensive? Discounting unprompted, over-explaining, and arguing all count against.
Result
Did the objection get resolved or genuinely parked with agreement on what happens next, or did the call end with it still sitting there?
How the call can end
Objection resolved, deal advanced
winThe buyer's concern was understood, answered, and the conversation moved past it.
Parked with agreement
partialNot resolved, but honestly acknowledged with an agreed way to settle it.
Still standing
partialAnswered but not believed. The buyer is being polite.
Conceded
lossDiscounted, over-promised, or agreed the objection was fatal. The most expensive way to end this call.
Other objection handling calls
Take this call
Displacing an incumbent by finding a business gap rather than a feature gap. 15 minutes, live voice, and a scored debrief you can replay. The first call is free.