Category term

What is Objection intelligence?

Objection intelligence is the aggregation of the reasons customers give for not buying, in their own words, across every conversation, ranked by frequency and by how often each reason ends the conversation.

It replaces the floor's summary ("price") with the customer's actual words ("the EMI tenure", "delivery by Diwali", "my wife has to see it"). Four teams read it: sales for the pattern, training for the handling gap, finance for the offer, and the category team for what a price point triggers.

Related terms

• Competitor defence: Competitor defence is the measurement of how often a rival is named in a store's conversations, against which product and with what argument, and how well the advisor's answer holds the customer.
• Unmet demand signal: An unmet demand signal is a customer request for a product, variant, feature or finance option that the store could not fulfil, captured from the conversation and aggregated as a demand list beside sell-through.
• Recovery play: A recovery play is a follow-up brief Borentis writes for an advisor from a specific conversation: what to reference, which objection to answer, and a suggested message in the customer's language, timed to the agreed follow-up date.

Where Borentis applies this

• Objection Intelligence: The reason they did not buy, in their own words.