Customer-Centered Negotiation

Customers today are more astute and better informed about their alternative options and sources of supply.

Customers today are more astute and better informed about their alternative options and sources of supply. They are better equipped to negotiate and are most likely educated about your competition. They demand the best price as well as the best “deal”. They are typically unwilling to accept your initial proposal without modification. At this point, the seller falters and the sales value is lost. In effect, “the seller buys the sale”. The process of negotiation is actually simple and very learnable—resulting in easier negotiations that maintain the value of the sale and confidence of the salesperson.

Your employees may need these skills if:

• Once a proposal is presented, the sales person focuses negotiation on price alone—without any drop in deliverable.
• Potential customers pick apart proposals without seeing the entire value of the solution.
• Customers often walk away feeling they didn’t get a good deal.
• Sales representatives work hard to establish a competitive advantage with customers, only to downplay this advantage in negotiations.

Program Outcomes:

• Recognize when to negotiate.
• Use skillful communication to ensure you know a customer’s needs before negotiating.
• Gain time to present a suitable response to customer demands.
• Negotiate alternatives as necessary and sell solutions.
• Respond appropriately to emotions expressed by the customer.
• Ensure the customer and sales representative leave the sale feeling each received value.