Objection-to-FAQ worksheet

Log real questions from sales and support in the customer’s words, tag and score them, then assign an answer owner and source. No owner, no publish.

Pull 30 days of sales notes, support tickets, contact-form text, and proposal replies. Copy the question as written. Strip names and identifying details as you go.

Tag, score, and merge duplicates before anyone writes an answer.

A row without an answer owner and a source stays on the Unknown list. It does not go on the site.

flowchart LR
    C["Collect"] --> T["Tag and score"]
    T --> O["Owner and source"]
    O --> P["Place on page"]
    T --> U["Unknown list"]

Collection window

  • Start date and end date (usually 30 days)
  • Sources included: sales notes, support tickets, chat, forms, proposal replies, onboarding calls
  • Privacy pass done: no names, companies, emails, account details, or confidential context in this sheet

Question log

Keep the customer’s wording. Tag: Question (asks for facts), Objection (signals doubt), Blocker (could not complete something). Stage: before purchase, onboarding, or after delivery.

Question as askedTagStageTallySource type

Score each row

ScoreHighLow
FrequencyThree or more in the windowOnce
StakesSits next to price, risk, timeline, or trustCosmetic or curiosity
FitA named person can answer from a policy, contract, test, or primary sourceNobody can answer without guessing
  • Publish rule: high stakes and high fit. High frequency with low fit goes to Unknown

Answer record (one per publishable row)

QuestionAnswer ownerSourceLast confirmedCondition that makes it true
  • Owner is the person who would give this answer on a live call
  • Source is a policy page, contract clause, test you ran, primary doc with a link, or the owner’s direct experience, labeled
  • No invented number, timeline, guarantee, client, or quote
  • Abbreviations spelled out on first use inside the answer

Placement

  • Page where the reader hesitates (pricing, process, proof, contact)
  • Inline sentence, FAQ block, article, or resource
  • Sibling test: no existing page already answers this
  • Soft next step, only if natural (service page, guide, contact)

Unknown list

Questions you cannot answer honestly yet. Each needs a person and a date.

  • Question
  • Person finding the answer
  • Date to review
  • Quarterly review: reconfirm dates and sources on every published answer

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