SALES NEGOTIATION
I ’ m Sure You ’ re Wondering : What If They Say Yes And Don ’ t Give You A Good Time To Talk ?
Consider this : Do you want to be on the phone with someone who responds like that ? Someone else out there is waiting for you , and this call is keeping you from them . Move on .
2 . “ IS IT A RIDICULOUS IDEA … ?” REPLACES :
• “ Is this a good idea ?”
• “ Would you like to do this ?”
• “ Does this look like something that would work for you ?”
• “ Would you be willing to … ?” Why Use This
• See above re : No . 1 .
This replaces the clarification and microcommitments of yes-oriented questions .
Also realize that you will often get “ No , but …” as a response . The information you get after the “ but ” is exactly what you need to understand the obstacles standing between you and implementation . This is crucial for solving those obstacles — if they can be solved . If not , you can move on with a clear conscience .
3 . “ ARE YOU AGAINST … ?” REPLACES :
• “ Do you agree ?” (“ Do you disagree ?” is also acceptable here as a replacement .)
• “ Will you … ?”
• “ Are you in favor of … ?”
• “ Does this look like something that will work for you ?”
Why Use This
It replaces the commitment of yesoriented questions . This is very similar to the second no-oriented question on this list . Both can also be used in combination for clarification of details and commitment to action .
4 . “ HAVE YOU GIVEN UP ON … ?” REPLACES :
• “ Do you still want … ?”
• “ Are you still interested in … ?”
• Any communication to check in with someone who has stopped communicating with you .
This is also the best way to restart communication !
Why Use This
It is critical to remember the context here ! Someone can ’ t give up on something they haven ’ t started . This isn ’ t a replacement for poor opening lines that ask about something the counterpart hasn ' t even started .
If they are “ ghosting ” you ( i . e ., no longer responding ), you must account for how you got there . Your communication system leading up to this was designed to give you this outcome .
There Are Two Reasons People Stop Communicating
• You ’ re not listening to them .
• They lost influence on their side of the table .
If communicating with you was doing them any good , they would still be doing it .
You can ’ t go back to the approach that led you to this point .
After they respond ( and they will respond quickly — be ready ), you must do a Summary™ of their perspective to get a “ that ’ s right .” ™
“ So far , this is what has happened . This is its impact , which is not what you wanted . And now , you are concerned about where this is going .”
If you get anything other than that ’ s right , followed by more information , you missed something . Actively seek correction to build the relationship and accelerate communication .
Say : “ It seems like I ’ ve missed some important things .” +
Chris Voss is CEO of the Black Swan Group and author of the national best seller " Never Split The Difference : Negotiating As If Your Life Depended On It ," which was named one of the seven best books on negotiation . A 24-year veteran of the FBI , Chris retired as the lead international kidnapping negotiator . Drawing on his experience in high-stakes negotiations , his company specializes in solving business communication problems using hostage negotiation solutions . Their negotiation methodology focuses on discovering the “ Black Swans ,” small pieces of information that have a huge effect on an outcome . Chris and his team have helped companies secure and close better deals , save money , and solve internal communication problems . Chris has been featured in TIME , Business Insider , Entrepreneur , Inc ., Fast Company , Fortune , The Washington Post , SUCCESS Magazine , Squawk Box , CNN , ABC News and more .
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