People often have reasons to NOT do what we want. For example, they think:
- I can’t be bothered
- It’s too expensive
- This isn’t a priority
- I’m busy
- I need to ask my partner
- Etc
These views are important. We should respect them. And we should listen to them.
But they don’t have to be the final word.
After all, if someone thinks something isn’t a priority to them – but then you give them new info that helps them see that it is a priority… well, that’s useful for them to know.
The best way to respond to their concerns is by saying something with three elements:
- Start = assertive. Don’t be passive. Don’t be aggressive. Instead, start your response assertively
- Middle = persuasive. Then, say something that helps persuade them to consider another point of view
- End = question. End by handing it back to them by asking them something. This helps with awkward silences! And if there is 2-3 seconds silence, that’s fine. Wait it out. After all, it’s their turn to speak
Some examples…
Objection 1: This is quite pricey. Can I have a discount?
Possible response:
- We don’t do discounts (Assertive)
- Because they aren’t fair on our other customers, who pay these rates (Persuasive)
- If you want to pay less, let’s agree the best way to reduce our scope for you. Would you prefer we did that? (Question)
Objection 2: I’m shopping around, to choose the best partner to help me
Possible response:
- Good idea
- Some of my most successful and biggest customers said that when I first met them
- Do you mind if I ask you the two questions I asked them – I think it might help?
Objection 3: This isn’t a priority
Possible response:
- OK, that’s fine
- Just out of interest… what would make it a priority?
(This is my Burglar Alarm response. If someone said “It isn’t a priority to get a burglar alarm”, and you reply “What would make it a priority?”… The only answer: “Being burgled!”)
You can see how all three of my examples:
- Follow the assertive/persuasive/question format
- Give new information
- Help the conversation continue…
- … Hopefully towards an outcome you both like
Today, someone will say “No” to you.
Do you feel you have the ideal response to them? If not…
…Action Point
- Identify the reason(s) most people say “no” to you
- Create your response(s) in advance, so you’re prepared when they arise. As long as you’re assertive, persuasive and end with a question… you’re giving yourself a great chance!