Never Split The Difference

Question 1

What is “Mirroring”

Answer 1

Repeating back to them what they said, in a question format

Question 2

Why use “Mirroring”

Answer 2

To get the prospect to elaborate

Question 3

What is “Labelling”

Answer 3

Highlighting someone’s thought or emotion without them having to say it

Question 4

How would you use “Labelling” to respond to - “We are receiving many referrals but with only 3 staff it’s difficult to call them all within a reasonable timeframe”

Answer 4

“It seems like you could be missing out on revenue”
“It sounds like the business is operating at its maximum capacity”
“It must be frustrating loosing referrals you likely would’ve signed up”

Question 5

Why would you use “Labelling”

Answer 5

To uncover emotions but also to show you’re understanding

Question 6

What is an “Accusation Audit”

Answer 6

Disarming the prospect by straight away listing every negative thing they could say about the proposal

Question 7

Why would you use an “Accusation Audit”

Answer 7

To disarm the prospect by highlighting the anticipated negative thoughts and lowering expectations

Question 8

Why does negotiation start with a “No”

Answer 8

Once someone says “No” they can relax as they feel like they’ve escaped being sold to. Then they can start to consider the possibilities.

Question 9

After receiving a “No” rejection, what questions should you ask

Answer 9

Solution based questions:

• What about this doesn’t work for you
• What do you need to make it work
• How can I make it work for you

Question 10

As a salesperson, what are you trying to uncover

Answer 10

Problems, pain points and unmet objectives

Question 11

Once you’ve uncovered problems, pain points and unmet objectives, what must you do next

Answer 11

Frame your proposal as the solution

Question 12

What’s is “Anchoring”

Answer 12

Setting expectations low, ready to make your proposal seem good

Question 13

Use “Anchoring” to make a 17% rate seem good

Answer 13

It’s very difficult for many businesses to get funding currently and rates have increased numerous times in the last year with our most common rate being 19% and highest rate of 26%. But the rate we have offered you is only 17%.

Question 14

What are “Non-Monetary Terms”

Answer 14

Add in things that don’t cost you nothing but will be of benefit to them

Question 15

What “Non-Monetary Terms” can you offer through FC

Answer 15

Free settlement in full

Question 16

Why should you “Talk Odd Numbers”

Answer 16

Using rounded numbers look fluffy but odd and specific numbers seem like they have calculations behind them so are less likely to be negotiated

Question 17

Why use a “Calibrated Question”

Answer 17

Give them an illusion of control by asking for help and they’ll provide a solution for you, great for aggressive/egotistical prospects.

Question 18

Calibrated question examples

Answer 18

Can you help me understand your thought process please?
How can we make this work for you?
How am I supposed to do that?

Question 19

What is the “Rule of 3”

Answer 19

Getting the prospect to say “yes”(agree) to the same thing 3 times by wording it differently each time using “labelling, how, what” etc.

Question 20

Why use the “Rule of 3”

Answer 20

Used to confirm that the first yes/answer was true and not a lie

Question 21

What is the “7-38-55” rule?

Answer 21

7% what you say
38% tone of voice
55% body language and face

Question 22

What is the “Pinocchio effect”?

Answer 22

Called “Pinocchio effect” because just like his nose, the number of words grow when people lie