What is the technique "Feel, Felt, Found"

The "feel, felt, found" technique is a communication strategy that helps us to identify the objection of the prospective customer, relate it to the objections of other customers and present a positive result. It is a tool that salespeople use to face a potential customer's objections. So let's look at the three steps in detail:

1. Identify how they feel (feel)

The first step of the feel-felt-found technique is to identify how the customer feels. This shows that you listen, understand and respect their point of view. It also helps to reduce his defensiveness and strengthen the connection between you. To express your understanding of their feelings, you can use phrases such as "I understand how you feel...", "I understand why you feel this way..." or "I appreciate how you feel...". For example, if the customer expresses concern about the price, you can say, "I understand how you feel about the price. This is a significant expense and you want to make sure you get the most for your money."

2. Relating to how others have felt  (felt)

The second step is to relate to how others have felt in the same situation. This can help the client realize that their objection is normal and valid, as well as create social proof and credibility. To do this, you can use phrases such as "Many of our clients have felt the same way" or "You are not the only one who has felt this way." For example, "Many of our clients have felt the same about the price. At first, they hesitated to invest in our solution because they weren't sure it would serve them."

3. Presentation of final outcome (found)

The third and final step is to tell, based on the experiences of others who have used the product, what you found, what you discovered. This proves that your solution is effective and can meet the needs of the client, while also creating a sense of urgency. "But after using our solution, they found that...". For example, if the client expresses concern about the price, you could say: "But what they found is that they saved time, money, and resources by using our service".

John Protopapadakis is a marketing and customer service/complaint management expert. He has been an author, a professor, a consultant and a seminar instructor. As a keynote speaker his speeches are content-rich and motivational. marketingmasterytips.com {alertInfo}

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