By the end of this session, you will:

1. Master the “Feel, Felt, Found” framework and its psychological foundations.

2. Incorporate customer success stories and social proof into objection handling.

3. Learn when and how to use reframing, mirroring, and hypothetical scenarios.

4. Understand the role of empathy and agreement in diffusing resistance.

5. Develop tailored responses to common objections with actionable questions.

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Objection handling is a critical skill in sales, underpinning trust-building and rapport. Properly addressed objections transform resistance into agreement and pave the way for collaboration. This session focuses on combining proven frameworks with human psychology, helping sales professionals maintain control while guiding prospects toward a solution.

Key takeaways include:

• Objections as Opportunities: Objections signal engagement and evaluation, indicating prospects are actively considering your solution.

• Psychological Leverage: Techniques like social proof and mirroring build trust and credibility.

• Framework Versatility: Multiple methods allow adaptation to different situations, from early cold calls to late-stage negotiations.

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1. The “Feel, Felt, Found” Framework:

• Feel: Acknowledge the prospect’s concern empathetically.

• Felt: Relate with a story about others who had similar reservations.

• Found: Highlight the positive outcomes those individuals achieved.

• Example: “I completely understand how you feel. Many clients felt the same way initially, but they found our solution saved time and improved efficiency.”

2. Social Proof and Similarity:

• Draw on success stories, particularly from companies or individuals similar to the prospect.

• Example: Reference clients from the same industry or facing similar challenges to reinforce trust.

3. Mirroring and Reframing:

• Mirroring: Repeating the prospect’s words encourages them to expand, revealing deeper concerns.

• Reframing: Redirect objections to focus on long-term benefits, e.g., “No budget” reframed as “Wouldn’t this save money in the long run?”

4. Empathy and Agreement:

• Starting with empathy diffuses defensiveness. Example: “I can see why you might think that.”

• Follow with alignment or a gentle challenge to reshape their perspective.

5. Engaging Questions:

• Add a question to turn the conversation back to the prospect. Example: “What would you do with the time saved by reducing onboarding processes by 50%?”

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• Prepare in Advance: Identify common objections and craft “Feel, Felt, Found” scenarios using real customer stories.

• Use Psychology Wisely: Leverage principles like authority and social proof to influence prospect behaviour.

• Make It Interactive: Always conclude with a question that prompts the prospect to visualise the solution’s impact on their situation.

• Adapt to Context: Choose techniques (e.g., mirroring, reframing) based on the nature of the objection and the stage of the sales cycle.

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