Individual was promised an item by a previous recruiter that was not no longer part of our portfolio. In Sales this is called a Drawback! You simply State: "Let's step back and look at the Big Picture." Then you proceed to discuss all the other features of your product that you both agreed would be beneficial to him or her. (If given a buying signal verbally or physically then you close). " So we agreed that GCU campus is perfect for your daily needs, we agreed our education platform is absolutely convenient and cost effective and the fact that our teacher to student ratio is like not other giving you the access to your Professor that is key to your success. You had a concern about our Book Buy Back Policy but we agreed that the aforementioned features have great benefit to your future. How does that sound?"