Working to make a sale or otherwise win someone to your way of thinking? Encountering resistance or an objection is just part of the journey. How you handle it will determine whether you are to succeed in influencing the other person or be rejected altogether.
An old (let’s instead call it “time-honored”!) model for handling objections is the “Feel, Felt, Found” model. It uses a buffered, non-confrontational approach in helping the prospective buyer address concerns/objections they have.
Here’s an example of how it might be put to work…
“I can understand why you might FEEL that way…” In this manner, we are listening intently, acknowledging the concern of the prospect and treating it respectfully and importantly.
“A lot of my very best customers once FELT that way too…” Customers who were once prospects just like this prospect once had the exact concern. The fact that they are now customers and no longer just prospects indirectly demonstrates that the concern proved to be unwarranted, which can be reassuring to your current prospect.
“…Until they FOUND how <your PRODUCT/SOLUTION> gave them <whatever BENEFIT(s) they are seeking>.” The product delivered exactly what the once skeptical prospect who is now a customer had hoped for. You could then present a testimonial letter that further substantiates the claim. There is no better evidence than a satisfied customer.
You could even make it more personal if you liked.
“Mrs. Prospect, I can certainly understand why you might FEEL that way. These days we all have to be prudent in how we allocate our resources, especially when it comes to a big decision like this. Are you familiar with the ABC company? As this testimonial letter shows, Fred Jones, the director of operations for ABC, FELT the exact same way until he FOUND our <Product/Solution> delivered exactly what he had hoped for. In fact, as you can read for yourself, in his own words, he says the product exceeded his expectations. Is it fair to say that that’s the kind of return on investment you’re looking for, too?”
Granted, that language may sound a little hokey, but this is a framework you can take, customize, and use any time you’re working to address a buyer’s concern. That is, make the framework fit YOUR personality. It’s an oldie, but a goodie!
Let us never negotiate out of fear. But let us never fear to negotiate.” – John F. Kennedy