subject: Using feel Felt Found To Help Deal With Customer Objections [print this page] When working on skills development with people in the business-to-business selling, there is always a great deal of interest in how to handle objections.
Of course objections can come in many forms, and at any time during the sales process. It pays to have techniques at hand that will help manage these objections, and Feel Felt Found is just such a technique. Its easy to remember, easy to use, and can apply to almost any situation and objection.
This is the structure to remember:
I know how you feel..
Others have felt the same.
But what the actually found was something else..
What youre really saying in an elegant way is that you empathise with their concerns, and that lots have people have had the same reaction, but dont worry, youre all wrong!
This is how it works:
For example, when you make a proposal and the reply comes back - Were quite happy with our current supplier
I understand how you feel, a lot of people felt exactly the same when I first made contact with them. But they found that there are sometimes a couple of things that we could do that they liked, and so where happy to give us a try along with their current supplier
Of course, you dont actually have to use the words Feel Felt Found:
Lets say you are on the phone with a new prospective client asking for an appointment. It wouldnt be unusual for the prospect to say Im really too busy at the moment. Your reply might go something like this:
I can understand how that might be a problem - it seems everyone in business is trying to do more with less these days. In fact, thats the first reaction of many of the people we work with. Fortunately, when we get together they often tell me the return is well worth the effort
Always remember, if you use this technique, dont pause at the end as if youre waiting for a round of applause. Return directly to the point you were at before the objection, making the assumption that you can proceed.
