HOW TO NEGOTIATE WITH CUSTOMERS- TOOLS TO SATISFY UNREASONABLE DEMANDS

Myra Golden

Seminar Introduction

Win-win solutions – for the customer and the company

Pointed strategies for negotiating with difficult/angry customers

What to do and what NOT to do Live Q & A

What we’ll cover…

LAYING A FOUNDATION FOR WIN WIN RESOLUTION

What I learned from Steven Covey

Form a settlement frame of mind

Beware of your own powerful mind

Aoccdrnig to a rsceearcehr at Cmabridge Uivervtisy,

it deosn't mttaer in waht oredr the ltteers in a wrod

are, the olny iprmoetnt tihng is taht the frist and

lsat ltteer be at the rghit pclae The rset can be a

total mses and you can sitll raed it wouthit a porbelm.

Tihs is bcuseae the huamn mnid deos not raed ervey

lteter by istlef, but the wrod as a wlohe.

WHY EMPATHY HAS NO PLACE IN NEGOTIATIONS

THE CRUCIAL STEP YOU MUST TAKE WITH ANGRY CUSTOMERS

MOVE YOUR

CUSTOMER TO THE

LEFT BRAIN!

HOW TO REGAIN CONTROL OF THE CONVERSATION WITH A PUSHY CUSTOMER

Ask 3 closed-ended questions back-to-back

3 RULES FOR HAVING TOUGH CONVERSATIONS

1. Take control2. Say what you want3. Show your power before you use it

A Strong Case for Apologizing to Customers

HOW TO WALK AWAY FROM UNREASONABLE DEMANDS

Know your BATNA

RESOLVING PROBLEMS WITHOUT GIVING THE STORE AWAY

PREDETERMINE SOLUTIONS TO PROTECT AGAINST GIVING THE STORE AWAY

•Replacement Plus•Refund•No Compensation•Other

SETTING LIMITS AND STICKING TO THEM

1. Establish your resistance point

2. Know that you have other choices

3. Know your BATNA4. Realize that sometimes,

the best deal is no deal

The Best Strategy to Use When Customers Back You Into a

CornerThe Secret of Socrates

bonus

HELPFUL PHRASES FOR NEGOTIATING WITH CUSTOMERS

1. Have a walk-away2. Figure out your customer’s walk-

away3. Don’t react emotionally4. Listen more than you talk5. Analyze concessions

5 Tips That Always Work

3 QUESTIONS TO ASK BEFORE MAKING A CONCESSION

1. Does this make good business sense?

2. Does this balance the interests of the company and the customer?

3. Have I considered all of the alternatives?

1. Hit the “pause button”2. Recap, illustrate, & clarify3. Use the “doomsday” tactic4. Create a deadline

4 Ways to Avoid a Stalemate

7 SECRETS FOR MOVING CUSTOMERS OUT OF A HARDBALL MENTALITY

1. Have a walk-away2. Address your

customer with respect and tact

3. Allow the customer to vent, but don’t lose control

4. Don’t be abrasive

7 SECRETS FOR MOVING CUSTOMERS OUT OF A HARDBALL MENTALITY

5. Assert your company's needs

6. When under verbal attack, listen

7. Have a graceful exit

HOW TO HANDLE THE NEGOTIATOR THAT TRIES TO MANIPULATE WITH ANGER

Withdraw Listen silently Acknowledge

anger

Be the caller, not the callee

Whenever possible…

Ask a question that requires the customer to justify his demand.

“How did you arrive at that figure?”

How to break a deadlock

Paraphrase the request

“I hear that you want $500 for pain and suffering. Is that correct?”

How to break a deadlock

POSSIBLE PATHS TO PRESENTED FIGURE

Doesn’t feel your current offer matches their inconvenience

Received payout at this level for previous complaint

Asking simply to be asking.

2 MISTAKES YOU CAN’T AFFORD TO MAKE

1. Belaboring2. Rebutting

2 THINGS TO NEVER DO IN A NEGOTIATION

1. Be badgered into splitting the difference

2. Attempt to negotiate with an angry customer

Don’t answer hypothetical questions

QUESTION & ANSWER