“No.” It’s a word salespeople tend to hear often.
But how many of those salespeople take the “No” one step further? To give
salespeople a boost, Bizmove.com compiled 10 phrases that can be used when a prospective customer says, “No.”
1. Clarify the “No.” “Is that ‘No’ right now, ‘No’ forever or ‘No’ I don’t
like you?
2. Identify the “No.” “Most people say ‘No’ to this product/service at
first. Would you tell me which part you are saying ‘No’ to?”
3. Accept the “No.” “I understand completely. It’s worth thinking about
first.”
4. Keep talking/listening. “I accept your ‘No,’ but can we discuss it/keep
talking about you?”
5. Ask a thinking question. “Would you tell me where you want to be
financially in 10 years?”
6. Ask an empathy question. “Is it the price?”
7. Ask a trick question. “If I can completely resolve your concerns about
this product/service, would you be inclined to buy?”
8. Ask for permission to ask again. “Ok, I hear you. Will you give me the
option of letting you know of any news regarding this product/service over
the course of the next 12 months?
9. Get some other energy in there. “Would you find it helpful if I asked a
happy customer of mine to call you this week to share their experience of
this product/service? They won’t sell you; but you can ask any questions of
him/her.”
10. Get permission to keep in touch. “May I send you my quarterly newsletter
for a year?”