As I walked into the meeting, I couldn’t shake the feeling that something was off.

The prospect seemed polite enough, but there was a tension in the air that I couldn’t ignore.

I had a hunch that they had a bad experience with a salesperson before, but they hadn’t said anything outright. Their body language and curt responses to my questions raised my suspicions.

Without knowing what had happened or how it affected them, I knew I couldn’t just dive into my pitch.

I decided to take a different approach, to gently acknowledge what I’m sensing without putting them on the defensive.

I wanted them to feel safe enough to open up and share their experiences honestly, without fear of judgment, so I can validate whether my assumptions were true.

After some initial pleasantries, I said, “Mr. Prospect, based on our first meeting, it seems like you can see the advantages and the ROI that our services can offer.”

He nodded. “Yes, I see the benefits.”

But I still felt that he was holding something back.

I paused for a moment, then added, “We’ve been trying to get together and discuss the services you requested, but it feels like something always gets in the way.

I know you’re busy, but “I’m sensing that” there might be something else on your mind that’s getting in the way? Could you help me understand if there’s any truth to that?”

There was a brief silence, and I could see him weighing my words. I knew I had to trust my instincts and listen carefully and deeply, especially when they responded with,

“Well, actually, you’re the third rep I’ve had over the last few months. Each of them I found to be unresponsive, unreliable, and were always trying to push their newest products on me.”

Now that the truth was out, the real, authentic conversation can ensue.

Often, the real objections, assumptions and concerns lie beneath the surface, several questions deep.

You can put them on the defensive by saying, “Why do you keep having to reschedule our meeting?” This won’t help you get to the real truth.

However, my goal was to get to the truth without pushing him away.

Using this fearless phrase, “I’m sensing that” puts the responsibility on you to uncover what’s really going on by asking them to help validate whether what you’re feeling is accurate, instead of putting the burden on your customer.