How s Zat? Prevents Responses on Automatic Pilot

How's Zat? Prevents Responses on Automatic Pilot

Do not try to explain away a hinge before you understand the measurable (and motivating) reasons behind it. While it is good to think about how you might handle hinges that arise before you go on sales calls, this preparation can work against you too.

Planning your replies assumes you know the reasons why customers bring up the hinges. Therefore, when customers bring up hinges, it is natural for you to go on automatic pilot with your well-thought-out responses. However, you might bring up concerns that did not exist until you brought them up. Knowing your reasons for why there is a hinge is not the same as knowing their reasons. Contain your urge to blurt out canned responses by remembering the following two sayings:

1. "Seek to understand before you seek to be understood."

2. "What part of 'no' didn't you understand?" Treat the word no as a knee-jerk reaction to your comments, not as a steadfast position. Customers usually mean no in the following context:

   • "No, I need more time to think through my goal, measurable benefits, filters, SOEs, and your product selections."

   • "No, I need more information about your products or my goals."

   • "No, I didn't understand how you help me achieve my goals."

Your handling of hinges involves clarifying what part of no you must address: time, information, or comprehension.