Feel, Felt, Found Done Right
Practical ways to use feel, felt, found properly, so empathy and proof arrive together.
A classic done well. Only with a true story.
10 tips that really help
These ideas come from Objections (Jeb Blount), Never Split the Difference (Chris Voss), The Sandler Rules (David Mattson), and everyday practice. The first six help the most. Pick one and try it today.
Feel, felt, found works only when it is true
The method shows understanding, shared experience and a positive result, so use only real stories.
Prepare honest examples.
Feel: acknowledge the emotion
Start with I understand how you feel, which tells them you accept their concern.
Say it sincerely.
Felt: share that others felt the same
Telling them that other customers had the same worry normalises it and lowers defences.
Be accurate.
Found: share what they discovered
Describe what changed for those customers after they tried your approach.
Give specific details.
Avoid sounding scripted
Use your own words and a natural tone so it feels like conversation, not a formula.
Adapt it to your style.
Do not overuse it
Repeating the same pattern in every call makes it feel mechanical.
Mix it with other methods.
Follow with a question
Ask whether that helps or what else concerns them, to keep the dialogue open.
Invite their reply.
Use real customer types
Mention a kind of customer rather than inventing a person.
Check the facts first.
Practise aloud until it flows
Smooth delivery makes the method feel like empathy, not technique.
Rehearse with a colleague.
Combine it with proof
Adding a number or quote to the found step makes it more convincing.
Prepare one fact.
Easy things to say
When you are stuck, pick one of these. They work in many sales conversations.
“I understand how you feel.”
“Another owner felt the same way.”
“What she found was it saved her five hours.”
“Does that help?”
“Every case is different.”
“Thank you.”
Your first week
One small action a day. Each day is only a little bigger than the last.
Prepare a true story for each objection
Practise the three parts
Use gentle tone
Avoid scripted voice
Check their reaction
Adapt
Review
Further reading
- Objections (Jeb Blount)
- Never Split the Difference (Chris Voss)
- The Sandler Rules (David Mattson)
The tips above are written in our own words and are general guidance. The books are suggestions for further reading.
More lessons in “Turn "No" Into "Not Yet"”
Keep going. Small steps every day make a big change.
← Previous: Let Customers Reassure CustomersNext: Acknowledge, Ask, Answer →
- An Objection Is Interest in Disguise
- The Four Real Reasons for Every Objection
- Stay Calm When They Push Back
- Do Not Argue, Do Not Defend
- Pause Before You Answer
- Know the Top Ten Objections Before You Hear Them
- Write Your Own Objection Playbook
- Too Expensive: What They Really Mean
- Compared to What?
- Show the Cost of Doing Nothing
- Break the Price Into Small Pieces
- Explain Value Before Price
- Handle "Your Competitor Is Cheaper"
- When to Say "We Are Not the Cheapest"
- I Need to Think About It
- It Is Not the Right Time
- Call Me Next Month
- Just Send Me Something
- I Need to Talk to My Partner
- Create Honest Reasons to Act Now
- Follow Up Without Nagging
- We Have Had a Bad Experience Before
- I Am Not Sure It Will Work for Us
- We Already Use Someone Else
- We Are Happy With What We Have
- Reduce Risk With Proof
- Offer a Trial, a Pilot or a Guarantee
- Let Customers Reassure Customers
- Feel, Felt, Found Done Right
- Acknowledge, Ask, Answer
- Use "Help Me Understand"
- Reframe the Concern Kindly
- Turn the Objection Into a Question
- Know When to Stay Silent
- Spot a Real No
- Leave the Door Open
- Ask What Would Change Their Mind
- Learn From Every Lost Deal
- Stay in Touch With Lost Leads
- Come Back Later With a Fresh Reason
