sales-objections

# Objection Handling Playbook Engine ## Tier 0 Doctrine - **Tier:** Master (standalone skill, invoked directly) - **Authority:** Invoked via `/sales objections <topic/industry>`; reads context files if present in working directory - **Determinism first:** All responses use declared frameworks (FFR, ABC). Objection labels, component structure, pricing tactics, and prevention techniques are fixed constants. No LLM interpretation of structure. - **No fabrication:** Proof points must cite source or be flagged as placeholders. Absence of data is noted, not invented. --- ## IMO (Top-Level) | Layer | Responsibility | |-------|---------------| | **Ingress** | `<topic/industry>` argument + optional context files in working directory (schema validation only) | | **Middle** | Context gathering; 15 universal + 5 industry objections scripted through dual framework; competitive battle cards; pricing tactics; prevention techniques | | **Egress** | `OBJECTION-PLAYBOOK.md` written to working directory (read-only structured output) | --- ## Constants | Constant | Value | Authority | |----------|-------|-----------| | Frameworks | Feel-Felt-Found (FFR), Acknowledge-Bridge-Close (ABC) | Fixed; both required per objection | | FFR Structure | Feel (acknowledge concern), Felt (reference similar company), Found (specific measurable outcome) | Fixed; 3 components | | ABC Structure | Acknowledge (validate concern), Bridge (reframe as advantage), Close (evidence + next step) | Fixed; 3 components | | Universal Objection Count | 15 | Fixed | | Universal Objection Labels | 1-Too expensive, 2-Happy with current, 3-Need to think, 4-Send info, 5-Not ready/timing, 6-Need boss approval, 7-Tried before, 8-Competitor has X, 9-Build in-house, 10-No ROI, 11-Locked in contract, 12-Not a priority, 13-No bandwidth, 14-How do I know, 15-Not interested | Fixed; immutable list | | Components Per Objection | 6: real meaning, FFR response, ABC response, follow-up question, proof point, walk-away criteria | Fixed | | Industry Objection Count | 5 per run | Fixed | | Industry Objection Sources | Regulations/compliance, technology constraints, buying processes, competitive dynamics, cultural norms | Fixed; 5 categories | | Competitor Battle Card Count | Top 3 competitors per run | Fixed | | Battle Card Components | One-sentence positioning, response script, 3 landmine questions, 3 "if they say" responses | Fixed | | Pricing Tactics | 5: Reframe as Investment, Cost of Inaction, TCO Comparison, Tier Down, Payment Terms | Fixed; immutable list | | Prevention Techniques | 5: Pre-emptive framing, Social proof loading, Discovery-driven selling, Mutual action plan, Champion building | Fixed; immutable list | | Response Length | 3-5 sentences, 15-25 seconds spoken | Fixed | | Competitive Response Rules | Never bash competitor, acknowledge strengths, use landmine questions, admit genuine losses | Fixed | --- ## Variables | Variable | Source | Runtime | |----------|--------|---------| | `topic_or_industry` | User argument `<topic/industry>` | Per-run | | `target_url` | User argument (if URL provided instead of topic) | Per-run | | `product_service` | Inferred from context files or user input | Per-run | | `prospect_company` | Inferred from URL or context files | Per-run | | `company_size` | SMB / mid-market / enterprise (inferred or declared) | Per-run | | `competitors` | Top 3 identified for the space | Discovered | | `deal_size` | Average deal size (affects pricing objection handling) | Per-run | | `proof_points` | Best case studies, metrics, testimonials available | Discovered | | `context_files` | `PROSPECT-ANALYSIS.md`, `COMPANY-RESEARCH.md`, `COMPETITIVE-INTEL.md` (if present) | Discovered | | `industry_objections` | 5 objections generated from industry/topic input | Computed | | `battle_cards` | Competitive response scripts per competitor | Computed | | `pricing_scripts` | Populated pricing tactic scripts | Computed | | `prevention_scripts` | Populated prevention technique scripts | Computed | | `playbook_output` | Final `OBJECTION-PLAYBOOK.md` content | Computed | --- ## Workflow ### BLOCK 1: Context Gathering **Governed by: C&V** **Constants:** Universal objection labels (15), frameworks (FFR, ABC), components per objection (6) **Variables:** `topic_or_industry`, `target_url`, `product_service`, `prospect_company`, `company_size`, `competitors`, `deal_size`, `proof_points`, `context_files` **IMO:** - **Ingress:** `<topic/industry>` argument validated present; check for URL vs. topic string - **Middle:** - If URL provided: fetch via WebFetch, determine industry, company size, likely objections - Scan working directory for context files (`PROSPECT-ANALYSIS.md`, `COMPANY-RESEARCH.md`, `COMPETITIVE-INTEL.md`) - If context files exist: extract product/service, competitors, proof points, prospect details - If no context files: infer from topic/industry argument; flag gaps for placeholder generation - Collect or infer all 6 context items: product/service, target industry, company size, typical competitors, deal size, strongest proof points - **Egress:** Context object with all variables populated or flagged as placeholder **Go/No-Go:** Proceed if `topic_or_industry` or `target_url` is present. If neither, halt with usage message: `/sales objections <topic/industry>`. --- ### BLOCK 2: Universal + Industry Objection Scripting **Governed by: IMO** **Constants:** 15 universal objection labels, 6 components per objection, FFR structure, ABC structure, response length (15-25 seconds), 5 industry objection source categories **Variables:** `topic_or_industry`, `prospect_company`, `industry_objections`, `proof_points` **IMO:** - **Ingress:** Context object from Block 1 - **Middle:** - For each of the 15 universal objections, generate all 6 components: 1. Real meaning (what the objection actually signals) 2. FFR response (Feel-Felt-Found, 3-5 sentences, tailored to context) 3. ABC response (Acknowledge-Bridge-Close, 3-5 sentences, tailored to context) 4. Follow-up question (keeps dialogue alive) 5. Proof point (specific metric or flagged as placeholder) 6. Walk-away criteria (when to stop pushing) - Generate 5 industry-specific objections from the 5 source categories (regulations, tech constraints, buying processes, competitive dynamics, cultural norms) - Each industry objection uses same 6-component structure - If URL was provided, tailor industry objections to that company, not just the industry - All scripts use natural conversational language, contractions, genuine empathy - **Egress:** 20 fully scripted objections (15 universal + 5 industry) with all components **Go/No-Go:** Proceed if all 15 universal objections have all 6 components populated. Industry objections must have at least 4 of 5 generated. --- ### BLOCK 3: Competitive + Pricing Scripting **Governed by: Circle** **Constants:** Battle card components (positioning, script, 3 landmine questions, 3 "if they say" responses), 5 pricing tactics (Reframe as Investment, Cost of Inaction, TCO Comparison, Tier Down, Payment Terms), competitive response rules (never bash, acknowledge strengths, landmine questions, admit losses) **Variables:** `competitors`, `battle_cards`, `pricing_scripts`, `deal_size` **IMO:** - **Ingress:** Context object from Block 1 + competitor list - **Middle:** - For each of the top 3 competitors, generate battle card: - One-sentence positioning vs. that competitor - 2-3 sentence response script (acknowledge strengths, differentiate, redirect) - 3 landmine questions (expose competitor weaknesses without naming them) - 3 "if they say" responses: "[Competitor] is cheaper", "[Competitor] has more features", "[Competitor] is the market leader" - For each of the 5 pricing tactics, generate complete script template: - Reframe as Investment: ROI math walkthrough using prospect's numbers - Cost of Inaction: quantify status-quo losses over 12 months - TCO Comparison: surface + hidden costs side-by-side - Tier Down: starter scope at lower price with upgrade path - Payment Terms: annual/monthly, deferred start, pilot, milestone-based options - All competitive responses follow rules: never bash, acknowledge strengths, use landmines, admit genuine losses - **Egress:** 3 battle cards + 5 pricing scripts fully populated **Go/No-Go:** Proceed if at least 2 of 3 competitors have complete battle cards and all 5 pricing tactics are scripted. --- ### BLOCK 4: Prevention + Assembly **Governed by: CTB** **Constants:** 5 prevention techniques (pre-emptive framing, social proof loading, discovery-driven selling, mutual action plan, champion building), output file (`OBJECTION-PLAYBOOK.md`), output structure **Variables:** `prevention_scripts`, `playbook_output` **IMO:** - **Ingress:** All scripted content from Blocks 2-3 - **Middle:** - For each of 5 prevention techniques, generate: - When to deploy in the sales process - Specific language/script to use - Example of how it prevents a specific objection - Assemble Quick Reference matrix (all 20 objections: number, label, real meaning, best framework, key response) - Assemble full playbook in output structure: 1. Header (industry, date, prospect if applicable) 2. Quick Reference: Objection Response Matrix 3. Frameworks (FFR + ABC descriptions) 4. Universal Objections 1-15 (full 6-component scripts) 5. Industry-Specific Objections 16-20 6. Competitive Objections (3 battle cards) 7. Pricing Deep Dive (5 tactics) 8. Objection Prevention Tactics (5 techniques) 9. Practice Guide (role-play scenarios, recording prompts, common mistakes) - Write to `OBJECTION-PLAYBOOK.md` in working directory - **Egress:** `OBJECTION-PLAYBOOK.md` written to disk **Go/No-Go:** Output is always produced. Any section with insufficient data must include explicit placeholder notes. File must contain all 9 sections. --- ## Rules 1. **Never** produce summaries or framework descriptions instead of word-for-word scripts. Every response must be ready to speak aloud or copy-paste. 2. **Never** bash a competitor directly. Acknowledge strengths honestly; use landmine questions to let the prospect discover weaknesses. 3. **Never** use high-pressure tactics, guilt trips, fear-mongering, or manufactured urgency. Respect the prospect as an intelligent professional. 4. **Never** omit the follow-up question. An objection response without a follow-up question leaves the conversation dead. 5. **Never** omit walk-away criteria. Real salespeople need to know when an objection is genuine and the deal should be deprioritized. 6. **Never** produce vague proof points. "Customers love us" is not a proof point. Specific metrics or explicit placeholder flags are required. 7. **Never** skip both frameworks. Every universal and industry objection must have both FFR and ABC versions. 8. **Never** modify the 15 universal objection labels or the 6-component structure. These are fixed constants. 9. **Never** generate generic responses when context files exist. If `PROSPECT-ANALYSIS.md`, `COMPANY-RESEARCH.md`, or `COMPETITIVE-INTEL.md` are present, incorporate their intelligence. 10. **Never** produce robotic language. Scripts must use contractions, conversational transitions, and genuine empathy — natural human speech. --- ## Reference Pointers | Reference | Location | |-----------|----------| | Sales Prospect orchestrator | `agents/sales-prospect.md` (or `skills/sales-prospect/SKILL.md`) | | Competitive Intel skill | `skills/sales-competitive/SKILL.md` | | ICP definition | `IDEAL-CUSTOMER-PROFILE.md` (working directory, optional) | | Prospect Analysis | `PROSPECT-ANALYSIS.md` (working directory, optional) | | Company Research | `COMPANY-RESEARCH.md` (working directory, optional) | | Competitive Intel file | `COMPETITIVE-INTEL.md` (working directory, optional) | | Doctrine | `templates/doctrine/ARCHITECTURE.md` (IMO, Hub-Spoke, CTB) | | Skill creation rules | `skills/skill-creator/SKILL.md` |