Feel. Felt. Found. A process to handle any objection
A proven way to handle any objection.
The key to handling an objection, at any stage of the process is understanding the concerns of whoever has the objection.
If you’re going to give good advice, you need to understand why (and even, if) they want to hear it in the first place.
There’s a great little strategy I was taught early in my career that I’ve been using almost ever day ever since. Feel, Felt, Found.
Before we get to the three F’s we’ve got to understand a bit more about their objection first.
When they tell you their objection, don’t just nod and say ‘I totally understand’ as I’ve heard so many salespeople do. Delve a little deeper. Why is the objection a real issue for them? And why are they bringing it up now?
Guessing at their intention or reason can put everything at risk and make you look like an assumptive tool. Never answer a question without understanding the context behind it, only respond only once you’re sure you understand the real concerns.
When in doubt, place the ball back in the prospect’s court. It’s their job to clarify. Do this in a way that’s conversational and doesn’t feel like the second coming of the Spanish inquisition.
An example of how to do this would to to tell a story about someone you've worked with previously who said the same thing, but you want to make sure you don't just apply their story to your current client. People relax and open up when given context.
Once you’ve got some answers, in order to truly handle an objection (remember, handle does not always mean turn-around) you need to let them know you get it (Feel).
Validate and acknowledge their concern.
Show you understand the problem they’re facing and the reasons behind it. Tell them you understand how they feel.
If you’ve been in sales a while, you’ll have an advantage in the next part.
Let them know that almost everyone you speak too has shared their concerns at first (Felt).
If possible, tell another story here about another person similar to your client who you were having the same conversation with, just the other day!
People don’t like to be alone. People like to know they're not crazy in their thinking.
Reassuring them that they’re not the first and/or only people out of thousands of people you've spoken to over your career to have these concerns lets them know they’re not crazy. It relaxes them. And for you, it disarms them for the next stage.
By following these first two steps, and showing them you care enough to ask questions before shoving your salesmanship down their throat, you’ve earned the right to give a little advice (Found).
Let them know that as someone who does what you do day in and day out, what you see all the time is that people have the concerns at the start because it’s a new process/new house/new phase in their life/new city/new job/new anything (people fear what’s new, even if it’s a good thing) but for almost all of them, the very same concerns never eventuated.
Again your using social proof to help move the process (and objection) along.
"I understand how you FEEL, almost everyone I speak to FELT the same way, what I’ve FOUND is…"
Remember that structure.
Feel, felt, found. It’s worked for me for years. Try it yourself and let me know how you go.