Saturday, April 6, 2013

Help! I Can't Get a No or Yes!

We hear this a lot. Prospects and customers use the "excuse" - let me think about it. Face it, we all do it. So let's reverse engineer the problem.

When WE do it, it's typically for a couple of reasons: 1) we just don't want to say 'no' 2) we really are not sure and truly want to think it over / just not ready to commit for some reason. Maybe it's cost, maybe it's timing, or maybe the product is not appealing in every way. Lots of reasons!  But based on these two major issues, you can then chose how you want to respond. Think of it like a short version of one of those "Choose Your Own Adventure" books and take a path...

1) Tell the person it's okay to tell you 'no' if it's not something they are interested in, and quite frankly you'd appreciate so that you don't have to waste your time or any of their time in the future.

2) Tell them thinking it over is totally fine, you understand, but you want to set up a time to follow up. Then schedule the follow up and do it!

3) Probe the issue by telling them that usually when someone wants to "think about it" that there is something that is a concern and you're just curious if there is something that doesn't feel right... or something that is concerning to them... or something that is... well, you get it, there are dozens of ways to word this! 

Whatever you do, just don't get frustrated!  Seek to understand and help. In that moment, choose an approach and do your best to be of service to the person you are dealing with. And above all, do not give up!

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