How to Deal with Difficult Sales Negotiations

The Right TACTICs

DIFFICULT SALES NEGOTIATIONS REQUIRE

There are times when we face an extremely tough negotiator who views negotiating as a zero sum game

Sometimes these negotiators resort to manipulative or even

abusive negotiation techniques

When you are faced with an adversarial negotiation respond by using the TACTIC model

The TACTIC Model

• Take a deep breath

• Acknowledge the disagreement

• Clarify the concern

• Transfer the focus

• Investigate mutually beneficial alternatives

• Confirm next steps

Take a Deep Breath1

Taking a deep breath diminishes your flight or fight response, lowers your blood pressure and gives you time to think

The goal is to allow you to digest the situation while remaining calm and professional

This prevents responding in a way that doesn’t protect your interests

Acknowledge the Disagreement2

In a difficult and adversarial negotiating situation, acknowledge that there is disagreement

Acknowledging their perspective can diffuse the situation, and helps delay the urge to respond or convince them why you’re right

When done with genuine interest this can positively shift the nature of the dialog

Clarify the Concern3

Ask thoughtful, open-ended questions in an attempt to clarify the concern or nature of the adversarial situation

For Example:“Can you help me understand why that’s so important to you? “Tell me more about why that’s upsetting to you?”

This can diffuse the situation and create an atmosphere of collaboration

instead of conflict

And helps ensure you respond to the actual

concern

Transfer the Focus4

Transfer the focus by shifting the attention away from the most contentious or difficult issue

Reframe the discussion around the shared interests that are foundational to working together

Focusing on why the deal is important to both parties can help

resolve issues that come up during the negotiation

Investigate Mutually Beneficial Alternatives

5

When we’re forced into an “us/them” mentality it’s hard to

think out of the box and be creative

Work to understand the other side’s perspective

and investigate the “interests behind the positions”

You may find that there’s

more than one way to

resolve a sticking point

Confirm Next Steps6

Determine how much progress you’ve

made and confirm next steps

For Example:“Based on the alternatives we’ve discussed, are we ok to move forward?

We haven’t resolved all the issues, but are you comfortable proceeding

with our negotiations?”

At this point you want to get

your buyer’s commitment to

work with you in the

negotiation

If the animosity and

adversarial attitude is

still present, it may be

time to take a “time

out” and reschedule

the discussion

You might also determine that you need to appeal to a

“higher authority,” or bring in “reinforcements”

It’s not failure on your part, it’s just smart negotiating to

use all the resources you have at your disposal

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By Ray Makela

@RayAMakela