Handling Objections Using the Feel-Felt-Found Method

Updated on November 24, 2019
MarleneB profile image

Marlene is a real estate broker who offers sales coaching to agents who want to succeed with basic sales tips and techniques.

Show clients that you care about them.
Show clients that you care about them. | Source

People don’t care how much you know until they know how much you care.

— Maya Angelou

Develop a "Clients First" Attitude

When I coach sales agents about selling, I explain to them that the most important part of selling is that they genuinely care about the client. In fact, my company slogan is, “The broker with the Client First standard!”

Before you begin the selling process, you need to listen to the client so that you can discover what the client's problem or need is and whether or not what you have to offer solves their problem or satisfies their need.

Clients need to know you care about them and the way you show you care about them is to show them that you understand their situation.

Once you feel you have a true solution, you have an opportunity to offer your product or service to them. The feel-felt-found method is a technique that you can use after you have presented your solution and the client further presents valid objections. If you feel you can overcome the objections by providing a bona fide solution, only then should you proceed with the feel-felt-found method of overcoming objections.

Feel-Felt-Found

The feel-felt-found method means using language that suggests that you understand how the client feels, you and/or others have felt that way too, and what they found was the following solution.

The feel-felt-found statement is summarized as such: “I understand how you feel, others have felt the same way too, but here is what they have found.”

Let’s break down each component of the feel-felt-found method using the following real life scenario. The names have been changed to protect the privacy of the actual individuals.

Scenario:
Janice is a real estate sales agent. Janice’s client, Melissa is a single mom with an 8-year old daughter and a 10-year old son.

Janice finds a house with the right price, floor plan, and neighborhood style that satisfies all the items on Melissa’s wish list. Melissa’s main criterion is that the house is located in a cul-de-sac and Janice manages to find a house in the only neighborhood that has a cul-de-sac. Melissa really likes the house and wants to buy the house, but Melissa hesitates to write the purchase agreement.

Melissa’s objection: Melissa’s only objection to making the decision to purchase the house is that the house is located in Palisades Heights which is 5 miles away from the nearest elementary school. This distance is too far for her children to walk to and from school.

Janice’s solution: Janice’s solution is that there is a free bus service available to pick children up and drop them off at a bus stop near their house each day. There is also a daycare service on the school grounds. The daycare service offers before and after school care.

Let’s see how the feel-felt-found method works in this scenario.

Feel

I understand how you feel…

When you say you understand how the client feels, you are letting them know that you have been listening to them. You understand their problem and concerns.

Janice says: I understand how you feel about the house being in Palisades Heights. It is 5 miles away from the school and that is too far for your children to walk to and from school each day. I know you work and you might be able to drive the children to school in the morning, but you would not be able to drive them home in the afternoon.

Felt

I/we/other people have felt the same way too…

People tend to feel comforted knowing they are not the only person who feels the same way as they do. When you tell the client that other people have felt the same way too, you are confirming and validating their feelings on the matter.

Janice continues by saying: When the Palisades Heights community was first built, like you, buyers felt that the community was too far from the school.

Found

But, here is what I/we/other people have found…

This is when you offer a possible solution to the problem that you have identified.

Janice finishes by saying: But, here is what they found. There is a free school bus service that specifically serves the Palisades Heights neighborhood. Children are picked up in the morning and dropped off in the afternoon. There is also a Kids’ Country Daycare service that allows parents to drop off their children as early as two hours before school starts and three hours after school ends. This is great for parents who have to work and don’t want to leave their children home alone. Parents can drop their children off at the daycare center in the morning and then pick them up in the evening.

Problem Solved

In the scenario above, Janice listened to Melissa and then showed that she understood Melissa’s concern about how her children would get to and from school. Because Janice offered solutions that could solve Melissa’s problem, Melissa felt comfortable purchasing the house in Palisades Heights.

Be a Salesperson That Cares

Maya Angelo’s famous quote outlines an important quality of a salesperson that cares. Listening and asking questions to understand the client’s need before making a recommendation for the product or service you offer shows you care about the client and that you care about their need more than you care about the sale.

Putting your client’s need first will lead to a satisfied client. A satisfied client is likely to buy from you again and is likely to refer other clients to you for future business.

This content is accurate and true to the best of the author’s knowledge and is not meant to substitute for formal and individualized advice from a qualified professional.

Questions & Answers

    © 2019 Marlene Bertrand

    Comments

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      • bhattuc profile image

        Umesh Chandra Bhatt 

        14 hours ago from Kharghar, Navi Mumbai, India

        A novel method this feel-felt-found. Hearing for the first time.

        Nice. Thanks.

      • MarleneB profile imageAUTHOR

        Marlene Bertrand 

        2 weeks ago from USA

        Thank you very much Luis. I do appreciate your kind words of encouragement.

      • Luis G Asuncion profile image

        Luis G Asuncion 

        2 weeks ago from City of San Jose Del Monte, Bulacan, Philippines

        And looking forward to stay here to learn a lot. Thanks.

      • MarleneB profile imageAUTHOR

        Marlene Bertrand 

        2 weeks ago from USA

        Thank you Luis. It is good to keep learning and striving to get better. I learned a lot by reading your article about how to introduce ourselves before a speech. I found it to be a very clever concept.

      • Luis G Asuncion profile image

        Luis G Asuncion 

        2 weeks ago from City of San Jose Del Monte, Bulacan, Philippines

        It is my pleasure to read your articles. I want to learn more

      • MarleneB profile imageAUTHOR

        Marlene Bertrand 

        2 weeks ago from USA

        Hi Luis, thank you for your encouragement. I am glad you like it.

      • Luis G Asuncion profile image

        Luis G Asuncion 

        2 weeks ago from City of San Jose Del Monte, Bulacan, Philippines

        Nice. Thanks for sharing. I appreciate it.

      • MarleneB profile imageAUTHOR

        Marlene Bertrand 

        3 weeks ago from USA

        Hi Manitita, I think the difference is that a person can tell if you are genuine or not. The only way this method works is if you combine compassion with what you are doing. Don't ever sell to people. Offer them what you have to offer and let them decide whether or not they want to buy it.

      • manatita44 profile image

        manatita44 

        3 weeks ago from london

        Sound advice and very useful for many. You know they say we all have something and mine is that I don't like people telling me they know how I feel. perhaps you are good at it, but many just 'parrots' the thing with no love or sense of service. That;s my rant done. ha ha.

        I guess you must be a very good salesperson. carry on!

      • MarleneB profile imageAUTHOR

        Marlene Bertrand 

        3 weeks ago from USA

        Hello Bill. I don't like selling things to people. I would rather people just buy without me having to jump through hoops. But, I have found that if I care about people like a friend cares about people, they are more likely to buy from me. And, you have a wonderful weekend, too.

      • MarleneB profile imageAUTHOR

        Marlene Bertrand 

        3 weeks ago from USA

        Hi Devika! Until I started reading comments like yours, I had not considered the feel-felt-found method was effective in other situations besides sales. Thank you for your fabulous feedback.

      • MarleneB profile imageAUTHOR

        Marlene Bertrand 

        3 weeks ago from USA

        I like the way you think, Eric. This concept could certainly work in other situations, especially teaching children how we should treat each other. And, thank you for your compliment. It means a lot.

      • MarleneB profile imageAUTHOR

        Marlene Bertrand 

        3 weeks ago from USA

        Pamela, I think you are right. Listening to people and showing you care about them is a good way to begin and keep a relationship strong.

      • DDE profile image

        Devika Primić 

        3 weeks ago from Dubrovnik, Croatia

        A client's need come first and for resales to a client you got to show your best and carry yourself in the most pleasant and cheerful manner. Your tips are useful and most interesting ideas anyone in this situation.

      • billybuc profile image

        Bill Holland 

        3 weeks ago from Olympia, WA

        At one time I sold wine to grocery stores. I was horrible at it. I just didn't like asking someone to buy something from me. It turns out I was better at drinking the wine than selling it. lol Great tips for "normal" people not named Bill.. :) Happy Friday my friend.

      • Ericdierker profile image

        Eric Dierker 

        3 weeks ago from Spring Valley, CA. U.S.A.

        This will be taught to my son. Perhaps we will do a Boy Teacher article on it. I would imagine part of the discussion will be about saying it the way kids talk. And it will be more first person. "I get you" // Me too sometimes" // "Lets ask our group leader"// Maybe a tool to deal with bullying.?

        In otherwords -- this is fantastic Marlene. "Education is marketing and marketing is education".

      • Pamela99 profile image

        Pamela Oglesby 

        3 weeks ago from Sunny Florida

        I never heart of this method of selling, and I think it is a very smart way to work with people. I am not in a sales position, but I would think this would be just a good way to connect with someone to make a friend.

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