Objection Handling and Rapport Building

Hi,

In the past I have used Feel, Felt, Found and ARRC. Both very simple but effective objection handling techniques.

How to handle objections: Feel, Felt, Found

Feel - This builds harmony and creates rapport

 Tell them you understand their point of view
 Empathise with the customer
 Use listening noises
 Lower tone of voice
 Slow down speech
 Start making notes

Felt - The customer is more likely to cooperate, as you are not making it personal. You have moved the call to a less bias place. By telling them about someone else in the same situation they become part of a group, and not alone in their situation

 Tell them you know someone else that felt the same way

Found - Once the customer is attached to the group they will be more inclined to move forward with the group.

 When the customer is attached to the group – you move the whole group by telling the customer how another person changed their mind and decided to make the payment we were requesting
 Always conclude by asking an open/probing question

How to handle objections: A.R.R.C
(Acknowledge – Restate – Respond – Continue)

Acknowledge
 People like to feel they have valid points (even if they don’t!)
 By acknowledging the objection, you not only accept the point they have raised – you accept the person
 If you do not do this, the customer may take your response personally and the conversation can descend into a failing duel

Restate
 It is important that you are clear about the objection. By restating it in your own words it will be clear to both parties that there is a level of understanding between the two of you
 Restating an objection will direct the conversation in an amicable manner and lessen the opportunity for dispute
 You show you are listening and demonstrate a desire to resolve the situation

Respond
 Explain to the customer that whilst you appreciate the objection they have just raised, it is still necessary to resolve the call by making a firm commitment.

Continue
 With the 3 steps above completed, ask the customer an open question
 If the customer continues to object, you should listen again and assess if it is a valid point. Assuming it is not then you continue to drive the call forward

Some of this may need to be changed dependant on the type of calls you are making. Hope this helps.

Thanks