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Jan 29
2010
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Episode 37 - Is there power in getting "No" up front?
Posted by: Mark Juleen on Jan 29, 2010 09:18 Tagged in: Apartment Leasing
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It may not be a "no" to buying completely, but it could be a "no" to buying today or at the end of a meeting. I think there is power to getting this out on the table. What are your thoughts?
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Comments (9)
In my experience its almost always a No up front. Very few are ever ready with a yes on any service or product. Understanding that a No is almost certain, that's when a process is started. For many products and services it may be a No at the moment because a need or issue does not exist. There may be a yes in the future so its important to be there when that opportunity happens. That is why if you are only a Yes salesperson you do nothing other than go from lead to lead. Not being concerned about the yes and assuming the no, the salesperson is more concerned about the client, the company and the industry surrounding it. Then it becomes a pleasant surprise when there is a Yes.
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That's an interesting twist. Assuming the no. I think what this guy is trying to get at is coming to terms and agreeing on the answer or what the decision opportunity is. If you ask them if they will be making a decision today, you can tailor your presentation accordingly. They will have given you why yes or why no up front. You will already know their objection essentially and they can't use it as an excuse to not buy.
For example, if you have someone that needs to "think about it" and they clearly know that they won't be making a decision to buy today and say yes, then you can tailor your presentation around getting a yes to something else other than the actual sale. You want to get some type of commitment or yes.
I'm not sure if by assuming the no, you can still get a commitment of some kind. You definitely won't come across as pushy, but you also won't be surprised by the answer in the end whether it's yes or no.
For example, if you have someone that needs to "think about it" and they clearly know that they won't be making a decision to buy today and say yes, then you can tailor your presentation around getting a yes to something else other than the actual sale. You want to get some type of commitment or yes.
I'm not sure if by assuming the no, you can still get a commitment of some kind. You definitely won't come across as pushy, but you also won't be surprised by the answer in the end whether it's yes or no.
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I understand where your trainer was coming from. His philosophy would just have different applications depending on the product or service. For many items it starts with an "I'm interested".
Assuming the No allows you to be flexible to what the prospective client is looking for. Its not being negative or indifferent, its being adaptable. Every prospect approaches decisions with their own unique process. Its important to do your best to be in tune with this and agree with their personal process which initiates a beginning pattern of small yes's
Assuming the No allows you to be flexible to what the prospective client is looking for. Its not being negative or indifferent, its being adaptable. Every prospect approaches decisions with their own unique process. Its important to do your best to be in tune with this and agree with their personal process which initiates a beginning pattern of small yes's
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In other words, just because a customer says, "NO" doesn't mean that they are not interested. Hearing "NO" from a customer is not a reason to stop the dialogue with the customer, but an opportunity to learn more about their needs and to keep the dialogue going. Often the best way to reinforce the connection is to express an understanding of the customer's feelings. Usually those feelings need to be validated, before the dialogue can continue.
A National Sales Director for Xerox, Roy Steele, once said, "No" turns the salesperson on."
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Thanks for the comments Jonathan and Kim. I think the point is that getting a "No" is an opportunity to avoid and objection. Especially in our industry where people talk about "Closing Techniques" way too often, I honestly believe that getting potential objections out of the way early can help have a more productive interaction regardless of the next step. You've essentially agreed upon the next step at the beginning and can tailor your presentation accordingly.
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Mark,
It's great when the the sales person starts a dialogue with a customer by sitting down with them to learn what they are interested in. This worksd best person to person. Forgive the sales term, but this referred to as discovery.(you probably know that) It is a time get to know the likes and dislikes, pre-conceived notions and expectations, to ask questions and listen.
This is an excellent time to find out what objections or doubts the customer walks in the door with. However, the objections will occur through-out the tour and each time, it is important to address it. A salesperson who is focused can continue to handle objections during the entire dialogue or relationship and sometimes have to say, "This is not a good fit. Let me refer you to....
It's great when the the sales person starts a dialogue with a customer by sitting down with them to learn what they are interested in. This worksd best person to person. Forgive the sales term, but this referred to as discovery.(you probably know that) It is a time get to know the likes and dislikes, pre-conceived notions and expectations, to ask questions and listen.
This is an excellent time to find out what objections or doubts the customer walks in the door with. However, the objections will occur through-out the tour and each time, it is important to address it. A salesperson who is focused can continue to handle objections during the entire dialogue or relationship and sometimes have to say, "This is not a good fit. Let me refer you to....
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Kim, that all makes sense, but still puts people into the position to overcome those objections during the process. This requires too much "selling" and takes the focus off of the customer's needs.
Overcoming objections is a distraction. Closing techniques are a distractions. We need focus. "No", is a tool to help get focus. Focus that builds trust and not focus that handles objections. Or that's at least what I'm trying to get my arms around.
Maybe it's not so much about winning friends and influencing people, but more about just winning friends and trust. Many of the overcoming objections and how to close thoughts are very old school Dale Carnegie. I'm suggesting that it just doesn't work anymore.
Overcoming objections is a distraction. Closing techniques are a distractions. We need focus. "No", is a tool to help get focus. Focus that builds trust and not focus that handles objections. Or that's at least what I'm trying to get my arms around.
Maybe it's not so much about winning friends and influencing people, but more about just winning friends and trust. Many of the overcoming objections and how to close thoughts are very old school Dale Carnegie. I'm suggesting that it just doesn't work anymore.
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Mark- Great vid, and I have to tell you, I LOVE the upfront NO. I get it a lot, and what I've grown to understand is that "no" is code for "i'm thinking, and deciding whether or not I like you enough to let you sell to me." The minute I get the no, I almost always ask the person if there is anything I can do to help them make their day or their business better. For me, it's almost always the first step to getting to yes.
Oh, and I'm not a fan of "selling". Just talking with people, even if they don't buy, can be a very valuable experience. You never know when they will come back to you later.
Get the no, but keep the conversation. If you connect, that's all that really matters, because everything, every sale, every relationship, everything comes from that moment.
Oh, and I'm not a fan of "selling". Just talking with people, even if they don't buy, can be a very valuable experience. You never know when they will come back to you later.
Get the no, but keep the conversation. If you connect, that's all that really matters, because everything, every sale, every relationship, everything comes from that moment.
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Mark,
I think that the stigma could be the terminology, not the actual experience. The customer experience is just as Heather describes it. It's about talking with people, getting to know them and yes, embracing the "No" Connecting with people on an honest level.
Labels are misleading; I get that you are uncomfortable with labels. It is a modern condition. I think that great communication requires skill; some are much better at it than others, no matter what you call it. We are talking about the same thing, your labels are just different. Your NO strategy is your approach, it even has a name (label). I admit to you rather sheepishly that I have not listened to the video, as I my colleague borrowed my ear phones (no speakers). I have probably missed something. I cannot wait to get them back so I can get your full meaning.
Mark, having to address the concerns of a customer any time they have concerns isn't really "old school." And, try as you might you cannot control the communication with a customer.
The dialogue has a life of it's own. And, by the way, "old School" is a label.
Kim
I think that the stigma could be the terminology, not the actual experience. The customer experience is just as Heather describes it. It's about talking with people, getting to know them and yes, embracing the "No" Connecting with people on an honest level.
Labels are misleading; I get that you are uncomfortable with labels. It is a modern condition. I think that great communication requires skill; some are much better at it than others, no matter what you call it. We are talking about the same thing, your labels are just different. Your NO strategy is your approach, it even has a name (label). I admit to you rather sheepishly that I have not listened to the video, as I my colleague borrowed my ear phones (no speakers). I have probably missed something. I cannot wait to get them back so I can get your full meaning.
Mark, having to address the concerns of a customer any time they have concerns isn't really "old school." And, try as you might you cannot control the communication with a customer.
The dialogue has a life of it's own. And, by the way, "old School" is a label.
Kim
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