When a prospect expresses frustration, what should you do?

When a prospect expresses frustration, what should you do?

• A. Ignore it and move on to other topics.
• B. Ask for more specifics about the frustration.
• C. Repeat back what they told you they don't like and ask how important it is for them to resolve that issue.
• D. Change the subject.

Answer: (C)

When a prospect voices frustration, the best move is to acknowledge what they’re feeling and use that moment to clarify how big that issue is to them. Restating what they don’t like shows you heard them accurately, and asking how important it is to resolve that issue turns emotion into a measurable priority. This helps you gauge urgency, seriousness, and the potential impact on their decision, which guides your next steps and keeps the conversation moving toward a solution. Ignoring the frustration or changing the subject signals that you’re not addressing their real concern, which erodes trust and stalls progress. Simply asking for more specifics can be useful for gathering details, but without restating and probing the importance of resolving the issue, you miss the opportunity to validate their feelings and uncover how strongly they need a resolution.

When a prospect voices frustration, the best move is to acknowledge what they’re feeling and use that moment to clarify how big that issue is to them. Restating what they don’t like shows you heard them accurately, and asking how important it is to resolve that issue turns emotion into a measurable priority. This helps you gauge urgency, seriousness, and the potential impact on their decision, which guides your next steps and keeps the conversation moving toward a solution.

Ignoring the frustration or changing the subject signals that you’re not addressing their real concern, which erodes trust and stalls progress. Simply asking for more specifics can be useful for gathering details, but without restating and probing the importance of resolving the issue, you miss the opportunity to validate their feelings and uncover how strongly they need a resolution.