Jaja

Here is a step-by-step framework built specifically for objection handling on a customer service or sales call. Instead of a generic conversation flow, this uses LAER (Listen, Acknowledge & Empathize, Explore, Reassure & Reframe)—a proven sequence that keeps you in control without sounding pushy. Step-by-Step Objection Flow (LAER) [ Step 1: LISTEN ] ---> Stop speaking completely and let them finish. │ [ Step 2: ACKNOWLEDGE & EMPATHIZE ] ---> Validate their feeling to drop their guard. │ [ Step 3: EXPLORE ] ---> Ask a targeted question to find the real reason. │ [ Step 4: REASSURE & REFRAME ] ---> Show how the offer protects or benefits them.

Step-by-Step Breakdown with Scripts Step 1: Listen (Do Not Interrupt)

• What to do: Pause for 2 seconds after they state their objection. Never speak over them or immediately counter with a "but."
• Goal: Make the customer feel heard rather than sold to. Step 2: Acknowledge & Empathize
• What to do: Validate their reaction so they don't feel defensive.
• Key Phrases:
  • "I completely understand why you'd say that..."
  • "That is a totally fair point, and I'd probably feel the exact same way..."
  • "I hear you—adding anything extra right now sounds like a hassle..." Step 3: Explore (Isolate the Root Cause)
• What to do: Uncover whether the objection is about price, need, or timing before pitching again.
• Key Phrases:
  • "Just so I make sure I'm on the same page, is it the extra cost per month, or do you feel like you wouldn't use the extra features?"
  • "Are you mostly concerned about changing your plan today, or is it the contract length?" Step 4: Reassure & Reframe
• What to do: Provide reassurance that addresses their exact concern, then reframe the benefit.
• Key Phrases:
  • If Price: "I assure you, my goal isn't to add cost. When we bundle this, the overall rate per service actually drops, saving you money compared to single pricing."
  • If Need: "You don't have to use every feature on day one, but having this included ensures your connection won't slow down during peak hours."
  • If Timing: "There's no downtime or complicated setup on your end—I handle everything from here right now so you don't have to worry about it later." Putting It All Together (Example Scenario)
• Customer: "No thanks, I don't want a bundle. I just want my internet fixed, I don't need all that extra stuff."
• Agent (Step 1 - Listen): (Pauses)
• Agent (Step 2 - Acknowledge & Empathize): "I completely get it. Getting your internet running smoothly is the main reason you called today, and I don't want to waste your time with things you won't use."
• Agent (Step 3 - Explore): "Just to clarify, is it mostly that you don't want your monthly bill going up, or do you just feel the extra TV channels aren't necessary?"
• Customer: "I just don't want my bill going up."
• Agent (Step 4 - Reassure & Reframe): "I completely assure you, keeping your bill manageable is top priority. The reason I checked this bundle is because it locks in a promotional discount across your entire account, so you actually end up paying less overall than staying on your standalone internet plan. Would you be open to letting me read out the final numbers to see if it saves you money?"