Why a „NO“ should never end a conversation

13. Februar 2014

Decision-making is an emotional process, not an intellectual one. Most people will do more to avoid pain than to achieve pleasure, so the first impulse most people have is a „no“ when what’s actually meant is „maybe“.

1. A no means that a yes is possible.

2. There are three generic types of no.

  • Wrong information – You didn’t explain well enough why „yes“ is a good decision. Therefore, you must now do a better job of explaining.
  • Wrong timing – The other person needs some time to assess. Therefore, you must now be patient and ask for the yes later.
  • Wrong circumstance – There is something that’s blocking the other person from saying yes. Therefore, you must now work with the other person to transcend the block.

3. Be curious rather than persistent.

The old adage „never take no for an answer“ is usually misinterpreted to mean „keep pestering customers until they say yes“. This doesn’t work; instead ask: „What is it about my offering that doesn’t work for you?“

4. Move the conversation forward.

Depending upon what you learn as the result of being curious, move the conversation so that it opens up the possibility of a yes.

  • Wrong information – „I’ll try to make things clearer.“
  • Wrong timing – „What should we clear up before we meet again?“
  • Wrong circumstance – Suggest a creative approach that overcomes the blockage.

Coming soon: „When Buyers Say No

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