One powerful technique that can help you navigate objections with finesse is the “Feel, Felt, Found” approach. This method combines empathy, relatability, and a solution-oriented mindset, making it an effective tool for building trust and guiding customers towards the right decision.
Understanding the “Feel, Felt, Found” Technique
The “Feel, Felt, Found” technique is a three-step process that allows you to acknowledge the customer’s objection, relate to their concerns, and provide a compelling solution. Here’s how it works:
- Feel: Start by empathizing with the customer’s objection. For example, “I understand how you feel.”
- Felt: Relate the objection to your other customers’ experiences. “Many of my best customers have felt the same way.”
- Found: Offer a solution that addresses the objection and highlights the benefits. “But what they have found is that by implementing [your solution], they were able to [desired outcome or benefit].”
The Importance of Probing and Repeating the Objection
Before employing the “Feel, Felt, Found” technique, it’s crucial to u fully understand their concern. This step is essential because it allows you to tailor your response effectively. Also remember that, you can come across as disingenuous or repetitive if you overuse the technique.
Empathizing Without Agreeing
It’s important to note that when using the “Feel, Felt, Found” approach, you’re not agreeing with the customer’s objection; rather, you’re acknowledging their feelings and validating their concerns. This subtle distinction is crucial for maintaining a professional and solution-oriented stance.
Relating to Your “Best Customers”
By mentioning that your “best customers” have felt the same way, you’re not only relating to the customer’s objection but also implying that you want them to become one of your most successful and satisfied clients. This subtle psychological nudge can help build trust and rapport, making the customer more receptive to your solution.
Offering a Compelling Solution
The final step of the “Feel, Felt, Found” technique is to offer a compelling solution that directly addresses the customer’s objection and highlights the desired outcome or benefit. This step is crucial because it demonstrates that you have a viable solution to their concern and that your product or service can deliver tangible value.
Examples
- Handling a pricing objection:
Customer: “I feel like your product is too expensive.”
You: “I understand how you feel. Many of our top customers initially felt the same way. However, they found that the value they received from our product far outweighed the cost. They saw significant improvements in productivity and cost savings in the long run.” - Addressing a timeline objection:
Client: “I’m concerned that the project will take too long to complete.”
You: “I can understand your concern. Other clients biggest have had that concern initially. However, they found that our efficient project management and clear communication helped us deliver projects ahead of schedule. We prioritize meeting deadlines and keeping you informed every step of the way.” - Responding to a client’s concern about switching service providers:
Client: “I’m hesitant to switch service providers. I’ve had a bad experience in the past.”
You: “I completely understand your hesitation. Many clients have felt the same way after a negative experience. However, what they found is that our company places a strong emphasis on customer satisfaction. Our dedicated support team and track record of successful client transitions have given them peace of mind and ultimately led to a positive and rewarding partnership.” - Responding to a resistance to change:
Colleague: “I’m not sure about implementing this new process.”
You: “I completely understand your hesitation. Many team members felt the same way initially. However, they found that the new process streamlined workflows, increased efficiency, and reduced errors. It ultimately made their work easier and more enjoyable.
Conclusion
The “Feel, Felt, Found” technique is a powerful tool for overcoming objections in sales. By combining empathy, relatability, and a solution-oriented mindset, you can build trust with customers, address their concerns effectively, and guide them towards the right decision. Remember to probe and repeat the objection, empathize without agreeing, relate to your “best customers,” offer a compelling solution, and close the deal with confidence.
