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1. LEAD UNIVERSITY
5 Minutes Selling

2. Advantage Territory
University
Step # 1

3. STEP # 2Step # 2

4. STEP # 3Step # 3

5. STEP # 4Step # 4

6. STEP # 5Step # 5

7. LEAD UNIVERSITY
Overcoming Objections

8. Types of Objections
An objection is actually an opportunity to move the sale forward.
• There are four types of objections:
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Misconception Skepticism
Real
Drawback
Real
Complaint

9. How to deal with the objections
Objection Type Description How to respond
Misconception When the customer does
not understand the product
or service or has been
misinformed.
Provide missing information
or clarify existing
information.
Skepticism When the customer is not
convinced that our products
or services will be what you
claim.
Offer validation that our
company can perform in a
way that meets the
customer’s expectations.
Real Drawback When the customer
expresses a real drawback
of your proposed solution.
Revisit the proposed
solution to ensure that it is
of mutual benefit.
Real Complaint When the customer
describes an unfavorable
experience with our
products or services.
Listen carefully and show
how you plan to prevent the
problem from recurring.
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10. L
A
P
R
O
Listen
Acknowledge
Probe
Restate
Overcome
C Close
LAPROC Model

11. L
A
P
R
O
Listen
Acknowledge
Probe
Restate
Overcome
C Close
LAPROC Model
• Be in the moment, not
thinking ahead.
• Listen for understanding.

12. L
A
P
R
O
Listen
Acknowledge
Probe
Restate
Overcome
C Close
LAPROC Model
• Acknowledgement doesn’t
mean agreement.
• Show empathy and
concern.

13. L
A
P
R
O
Listen
Acknowledge
Probe
Restate
Overcome
C Close
LAPROC Model
• Ask questions for
understanding
• Don’t make the customer
fell like they are on trail.

14. L
A
P
R
O
Listen
Acknowledge
Probe
Restate
Overcome
C Close
LAPROC Model
• Restate the objection
• Verify your understanding
• Ensure the issue is
addressed

15. L
A
P
R
O
Listen
Acknowledge
Probe
Restate
Overcome
C Close
LAPROC Model
• Respond to objection directly
• Different responses for each
type of objection
• Use the first steps of LAPROC
• Address facts and emotions

16. L
A
P
R
O
Listen
Acknowledge
Probe
Restate
C Close
LAPROC Model
• Close out the objection
• Move the sale forward
• Provide a plan of action
• Direct conversation to value
based discussion
Overcome

17. LEAD University: Overcoming Objections 17