We have found that many Account Managers and Sales Professionals find this both stressful and uncomfortable. Increasingly, these conversations are late, and may not even be delivered in person, with organisations often choosing the weak option of informing their customers through email, and crossing their fingers that there will not be any reaction.

Inevitably the customer pushes back, possibly threatening to take their business elsewhere. The result is that the Seller caves in ‘to keep the customer happy’-rarely a text-book ‘Win-Win’ outcome.

At RLA, we have developed a robust Negotiation Skills programme which will equip your team with the tools and techniques to both maintain profits and harmonious relationships with customers.

So, what are our Top 13 Tips for Account Managers/Salespeople?

1. Have the conversation as early as possible. There should be no surprises. Give your customer time to ‘come to terms’ with the price increase.
2. Have the conversation face to face (ideally at their venue), rather than virtual/telephone and definitely not by email. Visiting the customer tells them that they are important, and demonstrates both respect and professionalism.
3. Plan and Rehearse what you are going to say. Don’t assume the customer will understand why you put your prices up without a robust explanation and justification.
4. Forget about ‘Aiming High’ and starting off with an inflated price, planning to meet the customer in the middle. Your audacious initial price may scare them off and blow your credibility and trust.
5. When you visit them, get to the point quickly and concisely. Don’t waffle and waste their time. Look and sound confident. Look them in the eye when you present the price.
6. Don’t imply that the price is open to negotiation by saying things like ‘We need to agree on the price’, ‘we need to discuss the price’, ‘we need to negotiate the price’, etc. All of these suggest that the price is already movable. State ‘Our price is £XXXX’ not ‘it’s in the region/ballpark of £XXXX’. Be firm from the outset.
7. Once you have explained and justified the price increase, Shut Up! Let the other party digest what has been said.
8. If the customer reacts, remind them of the value they are getting from you. Don’t forget your Unique Selling Points if they mention your competition. Rarely are they comparing apples with apples.
9. Think about your Bargaining Chips. Negotiating is all about trading concessions/bargaining. Think about what is low cost to you, and potentially high value to your customer (such as value-adds like credit terms, enhanced service levels, training, support, lead times, etc.) and what is low cost to your customer and high value to you (such as payment in advance, longer contracts, referrals, a bigger share of the wallet, etc.) The Golden Rule is that if you offer something, make sure you ask for something in return.
10. Another Price = Another Package. If we must reduce our price, we need to change the package in some way (i.e., take something out)
11. Don’t be afraid to ask for some time to develop a creative solution.
12. Be prepared to walk away if you feel that you can’t find a mutually acceptable solution/compromise.
13. Hold your nerve. Maintain an aura of calmness. Focus on your breathing if you are feeling any anxiety.

RLA Sales Negotiation Masterclass builds a Negotiating Toolkit guaranteed to help your team improve their revenues and profits. 

‘In life, you don’t get what you deserve; you get what you negotiate.’ – Dr. Chester Karrass.

The post Negotiating to Win: Our Top 13 Tips to Succeed! appeared first on Robin Lines Associates.

Build a Rapport

Just as people buy from people, they also buy into people. Learning the art of small talk can help you strike up a rapport with another person. Keep the conversation light (avoid politics!) but try and find a common interest which can act as a foundation for the future relationship. Not only does this help you ease any tension, but it also allows the other person to see you as a person – and hopefully, a person they like.

Listen

If we only ever ‘tell’ people what we want them to know, how will we ever understand what they want? Effective listeners are reliable and attentive. They don’t sit and nod quietly but learn forward eager to learn more. A poor listener feels as though they are wasting time by not making their point, whereas a great listener is taking notes to increase their knowledge of the issues so that they may offer the best solution.

Empathise

Work to identify and understand the other person’s position – even (or especially) when you do not agree with it. When people refuse to consider the other person’s argument, conflict arises. Trying to negotiate during a dispute only results in both sides digging themselves in and then nobody wins. Instead, focus on reading what the other person is saying. Look for pain points or other areas where you can offer something to make the other party see you as sincere and understanding.

Don’t Manipulate – Motivate!

Manipulation is insincere, and people start to notice when they feel manipulated. Taking an honest, but firm approach, making logical arguments and being passionate about what you’re saying is a much better way to motivate somebody to see things your way. Establishing trust is vital in any relationship, and building trust takes empathy and compassion – not lies and trickery.

Be Generous

Do you know why hotels leave mints on your pillow, or servers bring a little something extra with the bill? It encourages people to think that little bit better of them. Whenever you can do a little something for somebody or give them a little something. These do not have to be grand gestures, but the more generous we are perceived to be, the more people will be receptive to what we have to offer.

Be Passionate

Business is often about being convincing. Think of the worst sales presentation you ever sat through. Perhaps the speaker was monotone or disinterested. Maybe they sounded like they were reading a script. We tend to spot the signs of somebody doing it for the paycheque, and when we do, their authority or source credibility goes flying out of the window.

A passionate, engaging presenter who speaks with conviction encourages the audience to be receptive. You may need to stick to the script at times, but find ways to highlight your sincerity and belief that what you are saying is spot on. An exciting, dynamic presentation can be hugely motivating for the other party.

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