When Your Prospective Client Says “No,” Use These 3 Words to Close the Deal
Do you ever feel frustrated when you can’t find the right words to say to an interested prospective client at the end of a promising enrollment conversation?
You know this person really wants what you’re offering, and it feels like a great fit from both sides, but then they say something that makes you stop in your tracks and leaves you feeling a bit… speechless?
If so, you’re not alone, and I think I can help!
Ninety percent of any objection heard at the end of enrollment conversations can be broken down into one of the four following common objections:
- I don’t have the money.
- I don’t have the time.
- I need to talk to my spouse, business partner, etc. first.
- I’ve done other programs before that haven’t worked – how do I know this is going to work?
And after spending a significant amount of time working with someone, to hear that your prospect is choosing not to invest can make you wonder if there’s something you’re missing!
The truth is that most coaches feel frustrated when they’re put on hold after receiving all the buying signals, including agreement with your solutions, price and service. Whether it’s money, time, doubt, or any other reason, it can be challenging to know what to say after they tell you why they’re choosing not to move forward.
The solution lies in anticipating objections and having the right words to speak to your prospect in such a way that builds trust and answers their concerns. The more effort you put behind identifying and resolving these objections during your enrollment conversations, the more likely you are to build strong relationships with people and enroll clients faster than ever before!
Closing The Deal Using The Feel, Felt, Found Technique
Whether you’re a speaker, teacher or coach, here are three inspiring, heart-centered words to empower somebody to take a step toward a result they would love to create.
Whenever a prospective client says something that sounds like, “I would love this, but I don’t have the money,” or, “I don’t have the time,” it’s important to pause in order to acknowledge how they feel. When you acknowledge how someone feels, you create a bond with them.
The best way I’ve found to acknowledge someone who has an objection like the ones I just mentioned is to first stop, take a breath, and repeat their words back to them.
For example, “I hear you saying you feel like _______, right?”
When you confirm you heard them correctly, then you can say, “Gotcha. I hear how you feel,” or “I feel you.”
Even if it turns out that this person won’t end up investing in your program or product, they will walk away from the conversation feeling as though you listened to them. This is great news because the number one attribute of a lifelong friend is being a great listener.
So, no matter the results of your conversation, you will have served this person and they will remember that.
After you acknowledge how your prospective client feels, the next step is to dig deep into your own memory to find an area in your life where you’ve felt similarly, if not the same.
You can say, “I don’t know exactly how you feel, but I’m pretty sure I’ve felt similarly. There have been things in my life that I have really wanted, and I didn’t have the money,” or “There have been things in my life that I really wanted, and I didn’t have the time.”
People are so much more likely to trust others who share similar interests, situations, goals, etc.
The more common ground you can find with your potential clients, the more successful you’re going to be because they’re going to trust you.
A great example of this was when I had a client tell me they didn’t have the time to buy my program.
In response to their objection, I said,
“I remember a time in my life when I wanted to get my pilot’s license, and I didn’t think I had the time, but I MADE the time, and it’s made all the difference for me.”
When you can relate to your prospective client, the subconscious message you send is that you’ve been in their shoes and know how to help them.
On the other hand, you can also bring up a time when other clients of yours have felt the same way, and because you helped those clients create incredible results, you can also help your prospective client.
The last step is to use the word “found” to speak to your prospect’s objection. For example:
- Here’s what I have found: When something’s important enough, people find the money.
- When something’s important enough, I’ve found that people make the time.
- When something is important enough, here’s what I’ve found: People create conversations with their significant others that are powerful and that help them decide to move in the direction of their dreams.
- I’ve often found that when something’s important enough, you make it happen. You can do this!
The key here is to know, deep in your bones, that objections are NEVER about money, time or needing to speak to their partners. What’s most important is your conviction in the words you speak – you’ve got to BELIEVE that what you’re saying is true!
Our first core value at Life Mastery Institute is that we believe in people. We know that each one of us is far more powerful and contains way more potential than any circumstance, situation or condition.
If this core value resonates with you, then let your conviction shine through. If you know deep down that your prospect’s objection isn’t about money, time or talking to somebody else, and you know that it’s always about their burning desire, then don’t be afraid to show how much you believe this.
So, stoke the fire of your prospective client’s burning desire and give them all the great reasons why investing in themselves, and more specifically investing in your program, will lead to great results.
Another way to encourage your prospects to invest in themselves is to acknowledge the sacredness of the moment. This is a fantastic way to help remind someone that the both of you are having a conversation by divine appointment.
For example, “I believe that we’re talking today for a reason. I believe people don’t get all the way to this conversation by accident. There are a million people you could be talking to today. There are a million people I could be talking to today, but we’re talking together about this opportunity. And I believe that this is happening today for a reason.”
Bringing your conviction and belief in the sacredness of the moment to the conversation is one of the most powerful ways to emotionally connect with your prospect, and therefore one of the best ways to encourage them to go after their dreams.
3 Empowering Words to Handle Objections
If you’re ever right about to enroll a client and start to feel yourself become tongue-tied, remember these three words:
- Feel (“I hear you saying you feel like _______, right?”)
- Felt (“I don’t know exactly how you feel, but I’m pretty sure I’ve felt similarly.)
- Found (“Here’s what I’ve found…”)
The more you practice using these three words and phrases during enrollment conversations, the more likely you are to build trust and a reputation for understanding your prospects’ needs.
And at the end of the day, a reputation built on trust and respect is a winning enrollment tool for life.
Just remember: Feel, Felt, Found.
Would you love to become a successful life coach?
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