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The Perfect Presentation
The L.C.O. PROCESS Let your prospect answer. Pay close attention to
(LISTEN • CONFIRM • OFFER) identify needs. If the prospect deviates from the
initial objection, follow up with closed questions
to obtain more information. And pause: it allows
You can manage both recruitment and sales your prospect to deepen the answer and you to
objections by using the L.C.O. Process: Listen, direct the conversation.
Confirm, and Offer. With this process, you
don’t solve the objections yourself, you offer
options; your prospect solves the objections.
Ask your prospect questions: it demonstrates
your interest and can foster an open trusting
environment between you and your prospect.
2. Confirm the objection
You want to understand the objection clearly
and obtain the approval of your prospect. Ask
closed questions and pause. You want to get a
“YES” for an answer. This may be a good time to
1. Listen to the objection guess your prospect’s feelings and needs out loud
as seen in Communicating effectively: Are you
Pay attention to what your prospect (feeling), because you want (need)?
communicates both verbally (with words) and
non-verbally (through facial expressions, body
language and voice). Your prospect may not 3. Offer options
express the real concern, or may try to hide
it with a false objection. Listen for the true Most people want choices. Present the available
objection so you can manage it. To do this, options to overcome an objection. By choosing
acknowledge the objection and follow up with a an option, your prospect solves the objection, and
question. For example you could say: you can move on. However, in order to present
suitable options, it is vital that you have good
I see. (acknowledgment) And what is your knowledge of the Rena Ware difference, product
greatest concern? (question) benefits, pricing and credit policies.
I understand. And what would make you close
the deal today?
Obviously you have a reason for saying that.
Would you be willing to share it?
50 RW205 WW.1205.01.0819 EXERCISE 27
