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CLOSING THE SALE

What if you changed your instinctive response of perceiving “no” as a roadblock and thought of it as a detour sign that served to redirect you away from a potential hazard—and onto a route that could yield a better outcome for your client and you?

Saying no is always an option for the client. Not accepting this reality only creates resistance from your client, and worse, mistrust of your intent to help them succeed. Believe it or not, affirming the client’s choice to say no can be extraordinarily powerful, and can provide much-needed insight on what it will take to get to “yes.” There is power in hearing a “no”—if you know how to respond constructively.

When you receive a “no,” you get important information. It’s a signal that tells you to begin looking for other ways to accomplish outcomes the client wants in a way they feel good about. Most people, when they feel they have the “permission” and the freedom to choose, are often more willing to commit to making a decision.

Enabling a “no” decision means you truly understand the client’s position and business needs. You’re saying, “If this isn’t going to be what’s best for your business, then we should pursue other options.” Consider:

Does allowing a “no” decision increase or decrease the trust your client has in you?

Does it increase or decrease your credibility?