Friday, March 27, 2009

No or Know?

Every salesperson has had a prospect say, "No" to a product, service or solution. Sales trainer Kelley Robertson suggests you question whether your prospect or customer meant "no" or "know."

"The first version (no) means they are not prepared to move forward for one reason or another," says Robertson. "The second version (know) means that the prospect simply needs to know more information. The key is to understand the difference. Here's how you can do that."

"When the prospect says, "No" respond by saying, "No problem. Tell me, what barriers are preventing you from moving forward?" Then sit back and wait for their response."

"In many cases, you will find that they haven't made the connection between how your product will help them solve a problem, the key benefits they will derive from using your product, or in some cases, they need more information about your product," explains Robertson. "In those situations, you can take a few moments to expand on your presentation and demonstrate the value of your product, service or solution."

The next time a prospect says "No" find out if they mean "No" or "Know." It could mean the difference between a sale or a "no"-sale.

As President of The Robertson Training Group, Kelley has helped thousands of professionals improve their business results with his engaging approach to sales training and speaking. Learn more at


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