NetForum - Message Replies

Forum: Idea Exchange

Topic: Negotiation Techniques, Ideas and Concepts

Posted by: Steve Hiatt (SteveJr@HiattPontiacGMC.com )
Date posted: Fri Jun 16 1:43:29 2000
Subject: Negotiation
Message:
Tips on Negotiating
1) Take the mental position that you are superior at negotiating. You have handled 10, 20, 30 even 100 times more transactions then they have.
2) Never attack! Always listen, genuinely, and let them finish. Pause for effect and mental preparation before responding.
3) Always close with an either/or question. A yes or no Question will almost always force a no response.
4) Silence is Golden! Never break the silence after you close or you have let them off the hook. If you become too uncomfortable stare at the bridge of their nose, they think you are looking them dead in the eye.
5) If you break the silence for any reason, you must assume the sales (usually with an action close) or try; “My Mother always told me silence was consent, was she right?” Then be silent again.
6) Abolish FEAR. It is, False Expectations Appearing Real. Fear has no place in your mind or heart; the worst case scenario is you end up where you started out before you met this person.
7) Be aware of body language. Watch and observe. Be aware of the signals YOU put out. Is this customer thinking you NEED this sale? If so watch your gross go down, or lose the sale altogether. Don’t come across as uptight, nervous or afraid. Your customer can read this and will take advantage of you. Learn their buying signals. Are they squirming? Arms crossed? Looking back and forth at each other? Sweating, red in the face?
8) Remember you are doing them a favor! You are simply helping bring the transaction to finality. You helped them outside and they need help taking ownership. If you don’t help them, someone else and somewhere else will. And then your customer has to go through the whole process again, and you won’t be helping them if they had to go through the whole process again. Wouldn’t that be more pressure having to go through the buying process twice?
9) Know how payments, downs and out the doors work. If your customer is making a ridiculous offer, you need to know it is and politely tell them so. Make sure your reasoning and math skills are sharp.
10) Identify their true objection. Too often we close on the wrong objection, win the battle but lose the war. Clarify Clarify Clarify!!!!
11) Know at least 10 closes, frontward and backward so you can continue to ask for the sale without repeating yourself.
12) In the immortal words of Harvey McKay, “NEVER say NO for the other guy!” It doesn’t matter how you feel it matters how they feel. Many deals are killed before the salesperson says their first word. In their mind it doesn’t work, so guess what it doesn’t.
13) Never ask, “What do you think?” BAM! You are dead; you just killed all the momentum you had built up. If you have to ask a question like that, ask, “How do you feel?” Invoke emotion, not logic. A person buys emotionally and defends it logically.
14) If they are still sitting there they want to buy. If you think about it no one gets up and leaves without your permission. Either verbally or by physiology. People don’t want to be rude, they need permission to leave, and it is okay to give it to them, they just need to go through F&I first.
15) Effectively use a re-direct or sharp angle close. When the customer asks a question like, “what would the payments be at 36 months?” you need to ask, “ Do you want 36 months? Or so at 36 months you want to proceed? Am I right?”
16) Look at negotiating, as mere problem solving, you are trying to create a win – win, for you and your customers. Just keep moving the variables around until everything falls into place. You must believe in yourself, before the customer can believe in you. You are the reason that they can drive home in something they want, people don’t hate negotiating, they hate negotiating with an AMATUER on an expensive product.
17) Have empathy not sympathy. They aren’t here to see Mother Teresa, they are here to be gently led to a vehicle and budget resolution that is palatable for them.
18) Above all, know you have the right intentions, are a good person, you belong in sales, have had hundreds of hours of training, and No one more capable could be helping them than you!

Subject: Negotiation Techniques
Reply Posted by: Gavin Daniel (gdaniel@netspace.net.au )
Date Posted: Wed Mar 14 5:38:27 2001
Message:
Steve, I have just found this web site and I am just starting out in sales of new cars in Australia (gen motors/holden). I have read extensively on the subject and taken some training courses. The negotiation side of the process is my least confident area at the moment. Your thoughts and experiences are most valuable to me as I need to find all the info I can. Thanks & best wishes,
Gavin Daniel

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