A technique for overcoming objections by reframing viewpoints when prospects are using feelings and emotions to assess a sales offer.
Every sales professional should know this sales training on using Feel Felt Found and have it available to use when required.
It's a simple, 3 step sales objection handling technique that works by changing the way prospect's feel about the objection they are raising.
The objection technique is neat, flows nicely, and the answer to the objection can easily be given as part of the Feel Felt Found process.
Let me show you how you how the sales teams I have managed and trained use the Feel Felt Found sales objection technique to change a customer’s
viewpoint on an objection in just 3 easy steps.
It's a very clever and subtle technique that sales professionals have used successfully for many years, and if you don't know this technique, or you haven't used it for a while, you should add it to your sales skills.
When the prospect raises an objection, a negative comment, or even just an expression of some slight concern during your sales conversation, you follow the 3 steps below to reframe their view and move forward along the sales process.
If the prospect starts their sales objection with, ‘I feel...,’ then this technique will work even better as you start by empathising with their feelings...
Step 1 is your response to a sales objection or negative comment expressed by a prospect usually as you present your proposal, but it can be used at any point in the sales process to overcome objections. The issue raised by the prospect can be a major obstacle that is highly important to them, or a small issue that is just a slight worry.
You tell the prospect that you understand why they may feel this way.
This is empathising with the prospect, and telling them that you understand how they feel, but you are not agreeing with the actual objection they have raised or agreeing that they should feel as they do. Nor are you meeting them head on, challenging them, or trying to overcome the objection. You are just saying that you can understand why they might feel this way about what you have said or presented to them at this stage.
Examples of what you might say:
The next step in overcoming
objections with the Feel Felt Found technique is to let the prospect know that
the issue they have raised is not a deal stopper and that they are just like
many other people who have felt unsure about moving forward.
You let the prospect know that others have felt the same as they do now.
You are telling your prospect that what they are feeling is quite common, that others also went through this thought process, and they are asking similar questions and raising similar concerns. You are showing them they are like other customers you have spoken to and in step 3 you explain that those other customers were happy with the outcome after buying from you.
This changes the prospect's viewpoint. They are reframing how they see the objection and moving away from feeling it's a sales stopper and towards listening and assessing your response.
Examples of what you might say at this stage:
I’ve added the step 2 example lines to the examples used in step 1 so you can see the 3 lined responses developing.
Up to this point you have said that you understand why they might Feel as they do about the objection they have raised. And you’ve let the customer know that other people have felt the same way as they do now.
Now for step 3 in the overcoming objections process...
At this 3rd step you are overcoming objections by telling the prospect what other people, with the same initial feelings, found when they went on to buy from you, or when they moved to the next stage of your sales process.
You explain that other people, like your customer, found that ...insert your answer to the objection...
Your answer is what other customers found after going on to buy from you. The answer should address the sales objection that has been raised by this prospect. Don’t just try to overcome the objection by saying: They found everything was okay.
Tell the customer how others, with the same concerns as they have, found those concerns were not valid, not a problem, or were acceptable because of the positive benefits from their purchase. Then give your specific answer with detail.
Here are examples with the 3rd step attached:
This is a very useful technique for overcoming objections related to feelings, thoughts, or emotions. It's the type of technique that's good to have ready for when the need arises.
I have seen some sales people build the Feel Felt Found steps into their sales closing and trial closing. To gain agreement they ask the prospect how they feel about a presentation of a product or service. Often the prospect will respond with: I feel... and the 3 steps of Feel Felt Found can be utilised.
Even when an objection is not given, the 3 steps can be used to support the positive feelings the prospect has, for example:
Like all the sales training on the Proven Sales Training website, it can be adapted and refined for your sales role. Use it when overcoming objections, to support positive responses, and in many other situations where the prospect is using feelings and emotion to assess you offer and make a decision.
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