What we’re going to look at today is one method, one quick process to overcoming sales objections. Now, we worked on this topic previously when we talked about the acronym RACC, which stands for:
– Restate
– Answer
– Check
– Continue
You can click here to learn about the RACC model. However, what we are going to look at today is very different. It’s a more common formula many people have heard of before. So, you’ll have to be very careful not to follow this in a cheesy or predictable way. You must become skilled at what I’m about to share with you, and it’s not something that’s going to happen right off the bat.
This model to overcoming objections is:
– Feel
– Felt
– Found
Here’s how it works:
One common objection that people may have is the investment or price. It’s too expensive for them. And as you go through the normal selling process (the process I coach is the BASS model), you’ll face this objection probably the most. Here’s how you can respond:
First, you want to restate the benefits. You might say something like, “Just to make sure I understand, you really like the product and what it can do for you, what it can do for your life. But your one area of concern is the price. You feel like the initial investment is just a little too much for your budget right now. Is that correct?”
That’s the feel part of it. You’re restating the benefits, because you don’t always want to hyper-focus on the objection. You want to mention some other things that are working well and in your favor. Also, make sure you understand what your prospect is saying. Oftentimes people believe or think they hear the objection, but they’ve misunderstood and ended up overcoming a nonexistent objection.
The second part is the felt, and that’s where you need to use an example. The example can either be of yourself, if you felt the same way before, or another client you’ve worked with. You might say, “A new client I met four weeks ago felt the exact same way you did in terms of wanting it, loving it, seeing how it can help them, but the initial investment was just a little bit steep for them at that moment. So I know how you feel.” You want to make sure that people feel comfortable sharing their objections with you, because the only way you can help resolve those objections is if you truly understand what they are.
The final part is found. Continuing with our example conversation, you may tell your prospect, “What my new client discovered is that if we broke the payment down to three monthly installments, then they were able to work with their budget and still benefit from the product or service. Will the same arrangement work for you?”
So basically, you tell your prospect a solution you’ve used successfully in the past, and see if it works for them.
That’s it. That’s the feel-felt-found method. It takes a lot of practice to pull off in a non-cheesy way that just flows. I want to give you the rough, raw version of it. But this is a really cool communication model because it’s not just for sales. It also works if you have a customer service issue at hand. If a customer has a concern or a complaint, this is a way to work through that complaint in a professional way. Or, to be honest with you, this model works well with any kind of conflict in our personal lives. That’s why I suggest learning it.
In close, the action step that I want you to consider would be to focus on the feel part of the model. Restate the objection that your prospect has and recap the benefits. Maybe for the next week or so, work on that step before moving on to the next two, just so you can feel comfortable with the start of the process. Make it happen and have fun!
