No matter what the buyer says, states or demands, you should, under no circumstances, ever disagree or make the buyer wrong or suggest their request is impossible. Once you perfect this simple strategy, it will save your sales.
The old saying, “the customer is never wrong,” is not true. In fact, often, the customer is wrong, or they even lie, but that doesn’t mean you should call them out or make them wrong. When you tell someone you can’t, won’t, not allowed to or that’s impossible, you cause the customer to become defensive, more dug into their position, and make them less likely to agree.
Understand that all variations of no, not, never, can’t, won’t, against our policy, and impossible must be avoided. Train, drill and rehearse agreeing with the customer. My cloud-based sales university, CardoneUniversity.com, has built-in drills to make sure you get this handled and quit blowing deals. Any and all variation of no and can’t must be eliminated from your vocabulary.
You may think, “I don’t want to mislead the customer. I’m going to overpromise and be unable to deliver.” There’s an art to telling a customer, “I’d love to make that happen for you,” instead of, “that’s impossible,” or, “I can’t do that.” The problem is, as soon as you say no, or that you cannot do something because you are ‘so honest’; you just eliminated any chance of being able to do anything for the customer. The next time a customer asks for the impossible say, “I never say ‘no’ until I have to.”
Just because this is simple, do not underestimate the time and energy necessary to be GREAT at it. That’s why we created Cardone University.