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LAARC

 

Disciplines > Sales >  Objection-handling > LAARC

Listen | Accept | Assess | Respond | Confirm

 

This is another acronym to help you remember things to do when you are handling objections from your customer.

Listen

First listen to what they have to say.  Avoid the temptation to jump in at the first moment you can. Wait patiently for them to complete what they are saying.

Acknowledge

When you have heard them, acknowledge the person, their right to object, the validity of their objection. If you do not do this, they may take your response personally and the conversation will descend into a failing duel.

Assess

Having listened to and acknowledged the person, assess the situation. This may mean asking various questions to probe for further detail. You know when you have completed the assessment stage when you can fully empathize with the person's objection.

Respond

Only when you have a proper grasp of the objection should you start to respond. Structure this carefully, perhaps using one of the objection-handling techniques here.

Always be careful to ensure you respond fully and adequately to the objections given. Beware of straying off the path of responding to the objection or else you may end up creating more objections.

Confirm

Finally, check with the other person that they have understood your response and that it addresses their concerns.

If the other person still has the objection, repeat the loop. See if you have listened well enough in the first place. Check that you have assessed their situation correctly. Ensure that the response fully and adequately addresses their concerns.

See also

 Tipping the bucket, LACE

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