Overview
This skill encodes the response frameworks, proof points, and reframing techniques that turn objections into opportunities.
The LAER Model
L - LISTEN → Fully understand (don't interrupt)
A - ACKNOWLEDGE → Validate their concern
E - EXPLORE → Ask questions for root cause
R - RESPOND → Address with evidence and reframe
Response Formulas
Feel-Felt-Found: "I understand how you feel. Other [customers] felt the same way. What they found was [outcome]."
Isolate and Address: "If we could solve [objection], would you be ready to move forward?"
Third-Party Proof: "[Customer] had the same concern. Here's what happened: [outcome]."
Objection Categories
Price Objections
| Objection | Response Strategy |
|---|---|
| "Too expensive" | Compare TCO, quantify value, offer ROI proof |
| "No budget" | Explore timing vs priority, creative funding |
| "Cheaper elsewhere" | TCO comparison, hidden cost exposure |
Timing Objections
| Objection | Response Strategy |
|---|---|
| "Not ready now" | Explore blockers, cost of waiting |
| "Call next quarter" | What changes? Set up for then |
| "Just implemented X" | Complement not replace positioning |
Authority Objections
| Objection | Response Strategy |
|---|---|
| "Need to talk to boss" | Arm them with materials, offer to join |
| "Committee decides" | Map stakeholders, tailor messaging |
Competitor Objections
| Objection | Response Strategy |
|---|---|
| "Using competitor" | Explore satisfaction, find gaps |
| "They have more features" | Features vs needs, complexity cost |
Status Quo Objections
| Objection | Response Strategy |
|---|---|
| "Fine with current way" | Cost of status quo, what's possible |
| "We'll build it ourselves" | Build vs buy economics |
Objection Prevention
Set expectations early:
- "We compete on value, not price"
- "Implementation takes X weeks—realistic?"
- "Who else needs to be involved?"
Resources
references/
- competitor-responses.md — Competitor-specific objection handling
assets/
- objection-flashcards.pdf — Practice cards
