The Feel – Felt – Found technique is another way to handle objections in three steps.
Simply when your customer brings up an objection you tell the
- “I understand how you feel.”
- “We’ve had other customers who felt that way initially.”
- “What they found was that…”
Feel-felt-found technique is a technique to address an objection. Before using it, you should identify, restate to confirm, question to clarify and understand and isolate the objection.
You cannot use this technique with the same customer to handle different objections. You must be sincere when you use this technique.
Here is an example:
Customer on the phone: I really don’t want to to drive down there and waste my time. Can’t you just tell me on the phone how much you will pay my trade?
You: I totally understand that. I have had other customers who initially felt like they’d be wasting their time. What they found was that they actually saved time with our simple and straight forward sales process and received a better trade value since we were able to see their trade in person. So is this Saturday morning or afternoon works better for you?
Now you think of some objections you can handle with the Feel – Felt – Found technique.