State of Mind Coaching & Training

Now, I don’t mean, never never.  I mean, don’t say “no” when “yes” will do.  It’s just another way of keeping the customer in “yes” mode.

Some time ago, I was reviewing a call by salesperson who was trying to win back some old accounts by calling up previous customers.  The salesperson was able, in short order, to get the previous customer interested.  The salesperson asked if he could quote the previous customer(PC).  The PC said, “Do you have my information, still?”(That’s a big green light, BTW)  Without thinking, the salesperson said, “No, we’d have to go through the information we have in order to confirm everything is accurate and up to date.”  Obviously, in this situation, the salesperson could have honestly said, “Yes, let’s go ahead.  We’ll confirm the information as we go” and assumed the quote and next the sale.

He was on the hook, but as soon as he heard “no,” he checked out mentally and hung up!  Customers don’t like to hear “no.”  He was hooked, but didn’t like where this was headed.  Any time there is the opportunity to agree with what a customer wants, do.  Even if you have to consider what would make it an honest statement to do so. 

Pay attention to how often other people say “yes” when the literal answer is “no.”  Example, “Mr. Salesperson, do you have X?”  If you’re not completely comfortable saying “yes” at all, then just don’t say “no.”  “We carry similar models.” Or, “We used to.” Better yet, answer, “Yes, (as in, I understand what you’re asking), we carry similar models.” Or, “Yes (I hear your question clearly,) we used to.”

Just as an exercise, listen for how people around you are saying “yes” in ways that might at first seem like they should have answered “no.”  But, when you think about it more, the listener heard “yes” and understood it to mean they understand, they are considering the question, they are just being congruent with the rest of the statement, or other colloquialism just to fill space. 

Obviously, I’m not condoning saying “yes” when you mean “no.”  In fact, I’m a firm believer honesty is the best policy.  Find a way to say “yes,” honestly.  Even if it’s just a matter of semantics.  The customer will hear it the way you meant it, and you’ll both be happier for not setting up roadblocks to the sale.

Remember, nobody ever got married saying “no” after the ring was presented.

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