Feel Felt Found – Overcoming Customer Concerns

‘Feel Felt Found’ – help in addressing customer concerns  

by Kelly Monaghan

One of the most important skills anyone in sales can master is dealing with customer concerns (sometimes referred to as “objections”). I tell you how to do this in my home study course. In fact, I provide a complete mini-course in sales techniques, based on my years as a corporate sales trainer.


Was he listening?

Success in handling your customers’ concerns, objections, misunderstandings — whatever you want to call them — begins with the deceptively simple skill of listening. I use the word “deceptively” because it sounds easy: “Hey, I can hear can’t I? I hear everything my customer says!”

But hearing is not the same thing as listening. Listening implies that you are picking up the meaning of what’s being said. If you’re not doing this, everything you hear is just noise.

Also, it’s not uncommon for nerves to take over when a travel agent is in a selling situation. You’re so intent on getting the customer to agree that you unconsciously “block out” anything that might deter you from reaching that goal. You stop listening and the customer feels left out of the conversation.

Many salespeople feel that dealing with concerns is more an art than a science. There’s a certain amount of truth to this, especially when it comes to getting customers to share their concerns with you to begin with. But the fact remains that answering common objections is not rocket science and with a little bit of effort virtually anyone can learn how to do it. With a little practice, most people can get pretty good at it.

Feel Felt Found Explained

Fortunately, one of the most effective techniques is also one of the simplest. It’s called the “Feel-Felt-Found Technique” and it can be used to handle concerns that are either vague or that don’t lend themselves to factual proofs.

I was reminded of this recently when I found myself talking with someone who was considering investing in my home study course, but just couldn’t make up his mind. Not only that, he had a hard time putting into words just what was holding him back. (The hardest objection to answer is the one you don’t understand!)

Finally, he said, “I dunno, I’m just not sure it’s for me.”

Now that’s pretty vague, but I was able to say, “Y’know, I know how you FEEL. When I first started thinking about getting into the travel business, I FELT the same way. But once I looked into it a bit, I FOUND I could pretty much create a business that I was comfortable with.”

I then went on to mention a few more “selling points” that seemed appropriate: Start-up costs are so low that if he found he didn’t like the business he could get out without it costing him a small fortune, unlike a lot of other businesses. My no-questions-asked money back guarantee. And so forth. But I could see it was the Feel-Felt-Found technique that broke the log jam in his mind.

Feel-Felt-Found begins with a statement of empathy, followed by another statement that tells the customer he’s not alone. Finally, there is the reassurance that someone else (or perhaps many other people) faced the same problem and found it wasn’t really a problem at all.

In a travel setting, you might use Feel-Felt-Found when someone expresses a reluctance to go on a cruise for fear of getting seasick. “I know how you feel. A lot of my first-time cruisers felt the same way. But they found that the new ships are so stable that seasickness isn’t a problem. Now they’re hooked on cruising.”

The Fine Points of Feel Felt Found

Of course, to be effective, you have to use this technique truthfully and honestly. I really was uncertain about whether I’d like selling travel when I first started toying with the idea. I was afraid of having to do a lot of things that didn’t particularly interest me, but found (there’s that word again!) that the home-based model freed me to concentrate on the kinds of travel and the kinds of travel products I loved and ignore the rest. So my empathy was real and came through to the customer.

If you try to bluff the customer by saying something like “I know how you feel. I’ve had lots of customers who were even more out of shape than you who felt nervous about climbing Mt. Everest, but they found that once they were in Tibet they practically floated to the summit,” your untruthfulness will seep through no matter how skillfully you try to hide it. (If you are a politician making a career change, this caution may not apply to you.)

‘How To Sell Travel Like A Pro’ Module 3

Students of the Home-Based Travel Agent Success Course get a complete course
on selling travel. Finding prospects, zeroing in on the best ones, presenting
targeted travel recommendations, closing the sale. And more.

Click here to access your course.

Don’t have the course? Click here.

There’s an awful lot to learn about handling customer concerns and literally dozens of techniques for putting people’s minds at ease. I discuss a great many of them in depth in the home study course, but I think you’ll find Feel-Felt-Found one of the most helpful techniques out there. Try it for yourself and see.

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Feel Felt Found – Overcoming Customer Concerns was last modified: October 20th, 2015 by Kelly Monaghan