This is the next in a series of blog posts in which I explore how salespeople can employ S.T.R.O.N.G. sales tactics to put the Prospect in charge of change to feel empowered or strong.

I first introduced WEAC and STRONG sales tactics (mnemonics coined by me) in a post: Do Not Create Resistant Donkeys! which was a follow-up to a webinar we delivered. WEAC tactics can turn your Prospect into a “donkey”, resistant to change, while STRONG tactics help unleash your Prospect’s inner racehorse, galloping across the sales finish line.

In my last post,  R: RESPECT how difficult the change process is, I focused on the R in STRONG sales tactics. Next stop is O:

• Support the change process by asking questions, listening and reflecting
• Trust the Prospect’s perspective on the pros/cons of change, and the risks/benefits of the solutions available
• Respect how difficult the change process can be
• Offer encouragement for change if the Prospect decides to take action
• No judgment—allow all issues to be on the table
• Guide, but do not drive the process—motivation for change needs to come from within your Prospect 

Why?
Taking action requires a tremendous amount of energy and focus, as well as confidence. Encouragement is critical to keeping all of your Prospect’s “engines” firing.

How?

• Encourage your Prospect to keep a “list of benefits” relevant to the planned change on his or her desktop.
• Share customer success stories to show ways to proceed based on the successful experiences of others.
• Boost your Prospect’s self-confidence in the ability to create successful change by eliciting examples of successes your Prospect has already achieved. Also, remind your Prospect of his or her company’s ability to support a change.

“Tell me about a time that you were able to get your manager to facilitate a change?”

“When was the last time that your manager agreed with your identification of a problem needing attention?”

“In your view, what positive changes have taken place in your department recently?”

• Be confident about your Prospect’s ability to make change—your positive outlook can be contagious!

Tips:

• While it is important to inquire as to benefits and liabilities of change in earlier stages of the commitment, it is much more important in the “taking action” stage to focus on BENEFITS.

• Position your customer success stories on the PROCESS of change, not just on the outcome. Prospects are often unsure about their ability to do what it takes to make the change happen. Hearing about others’ similar concerns and courses of action will help boost confidence.

Listen to yourself: are you building up your Prospect’s confidence for taking action?

Peggy Kriss, Ph.D. is a clinical psychologist in Newton, Massachusetts and a consultant to VisibleGains. Stay tuned for more psychology informed blogs by Dr. Kriss.

This is another follow-up to my blog post, Do Not Create Resistant Donkeys! in which I introduced WEAC and STRONG sales tactics (mnemonics coined by me). WEAC tactics can turn your Prospect into a “donkey”, resistant to change, while STRONG tactics help unleash your Prospect’s inner racehorse, galloping across the sales finish line. We first introduced these concepts in the  webinar we delivered.

In a series of blog posts, I explore how salespeople can employ STRONG tactics to put the Prospect in charge of change and feel empowered or strong. Two previous posts focused on S: Support the change process through reflections and T: Trust your Prospect’s perspective of the change balance sheet.

Next stop is R:

• Support the change process by asking questions, listening and reflecting
• Trust the Prospect’s perspective on the pros/cons of change, and the risks/benefits of the solutions available
• Respect how difficult the change process can be
• Offer encouragement for change if the Prospect decides to take action
• No judgment—allow all issues to be on the table
• Guide, but do not drive the process—motivation for change needs to come from within your Prospect

Why?

Prospects often feel ambivalent about change. Don’t worry: this state need not lead to paralysis. Discomfort about change is a very normal and common experience. Offering your Prospect the permission to experience and explore the discomfort is the BEST way to avoid the resistant donkey.

How?

• Be authentic. No phony “I get it” comments.
• If you do not understand your Prospect’s perspective, try asking:  “Can you say more about that?  I really want to understand where you are coming from.”
• Be empathic:
• Once you have a clear idea of a concern, let your Prospect know you can really see it from her or his point of view.
• Try saying, “ Oh, I see.  That makes sense.  I get how that concern feels to you.”
• Don’t be afraid to hear about fears and other emotions.  Your Prospect can only habituate to uncomfortable emotions if he or she is listened to and validated.
• If you sound nervous, your Prospect will stop sharing and focus on making you feel better.
• Remember, you don’t need to take the fears away.  Your Prospect does not expect or want you to do that.  Listening patiently will be greatly appreciated AND will help facilitate a smoother change process.
• Be patient:  Taking the time early on to understand the “change” balance sheet will pay off later.
• Do not cut off your Prospect, even if the communication seems repetitive.
• If you are on a time schedule, your Prospect will stop sharing and focus on making you feel better.

Tips:

• Don’t just focus on the negatives of the status quo.  Understand the positives. If it were easy to change, your Prospect would have already done it.
• Listen to yourself. Do you sound confortable with your Prospect’s concerns and emotions?
• Believe in the process. Don’t bother if you are just “going through the motions”. The best way to help your Prospect is to be fully respectful of the challenging nature of the change process.

It’s normal for people to feel uncomfortable about change—demonstrate your respect for these feelings.

Peggy Kriss, Ph.D. is a clinical psychologist in Newton, Massachusetts and a consultant to VisibleGains. Stay tuned for more psychology informed blogs by Dr. Kriss.

Photo Credit: nycstreets Flickr stream

An email at the top of the funnel is a compressed version of a face-to-face chat that you wish you could have. To be effective, you need to combine:

1. A pleasant hello (Subject Line)
2. One simple concept that someone wants to understand (Body)
3. A non-threatening way for someone to learn more (Additional Content via link or attachment)

Just like in the real-world, there are subtleties in the approach and execution of each of these that can lead to great success or complete failure.

SUBJECT LINES

Creating email subject lines can be intimidating. However, it need not be if you follow four guiding principles:

#1: Start your conversation in the subject line.
#2: Be personal.
#3: Offer something of value.
#4: Make the reader curious to learn more.

See our full blog post on subject lines.

EMAIL BODIES

Most email bodies at the top of the funnel fail because they include too much marketing gobbledygook and they assume that your prospect cares about you or your offering. They don’t. They simply care about meeting their own goals and learning more about their areas of interest. Here are the key things you should do here:

#1: Pick one concept to share
#2: Convey it simply and clearly
#3: Plant a seed with a 1 sentence value proposition
#4: Be brutal when editing (based on an honest assessment from an external source)

Of the above items, the most important is the last one. Listen to someone you trust answer the question “How would you react to this?” or use one of the tools from a market-leader, like:

• David Meerman Scott’s Gobbledygook Grader – http://gobbledygook.grader.com/
• Jill Konrath’s Value Proposition Generator – http://snapselling.com/resources/

ADDITIONAL CONTENT

When it comes to additional content, it’s hard to predict what the prospect really wants and how much time they really want to invest. The best approach is to combine:

• One short and focused item that you link to or attach that is an extension of the concept from the email body
• Within that one shared item (not in your email), you can also provide a few other links to other items that might pique their interest.

Think of it like the tasty morsel you are offered while wandering in the food court—you want them to take a bite and then take a look at other things that might be of interest. Patience here is critical—push too hard and they are gone.

Emails are more engaging when your message succinctly offers value, is conversational in tone and piques their interest with additional supporting content references.

Life is full of should-do’s.

Without thinking about it, I floss my teeth every night as part of my bedtime routine. I exercise regularly because I love how swimming energizes me. But there are plenty of other should-do’s I keep putting off. One of them is to use social media to build my professional reputation and relationships.

Social media has radically changed the way we communicate and connect with others. What I still think of as a should-do, younger workers—in addition to my early adopter peers—just do.

Don’t get me wrong—I use social media, but mostly to research and listen. If there was the equivalent of a Klout influence score for lurking, mine would be right up there! I am an introvert online. I join LinkedIn groups, but observe from the sidelines. I feel awkward—like I’m back in middle school and not sure where to sit at the lunch table.

It’s high-time for me—and maybe you too—to get over it. I realized I’m not the only one who feels this way when within hours of promoting our webinar, Using LinkedIn to Sell, we got 300 signups. Lots of extroverted salespeople are eager to move their selling skills online to engage with prospects. Like me, they know it’s something they should do and are looking for guidance getting started. They also want to be convinced they’ll realize a return from their investment of time and effort. I bet they’re struggling a bit to find their voices, too.

If becoming more ‘social’ is on your should-do list as a salesperson, I encourage you to check out this webinar. We invited David Kalstrom from Outbound Excellence to speak alongside our very own Cliff Pollan. David shares practical how-to tips from his social sales system. David’s system has been proven successful and reinforces what we at VisibleGains already know to be true: salespeople who engage more personally with prospects by sharing relevant information (via a tweet, participation in a LinkedIn group, direct email or whatever) build reputations and relationships that generate more sales and referrals over time. 

CLICK HERE to watch the webinar recording, Using LinkedIn to Sell.

Remember, it takes practice, practice, practice to transform should-do’s to behaviors we do do.
Are you committed to making ‘posting daily’ as habitual as flossing?

This is a follow-up to my blog post, Do Not Create Resistant Donkeys! in which I introduced WEAC and STRONG sales tactics (mnemonics coined by me). WEAC tactics can turn your Prospect into a “donkey”, resistant to change, while STRONG tactics help unleash your Prospect’s inner racehorse, galloping across the sales finish line. We first introduced these concepts in a webinar we delivered.

In a series of blog posts, I explore how salespeople can employ STRONG tactics to put the Prospect in charge of change and feel empowered or strong. In my previous post, Supporting the change process through reflections, I focused on the S in STRONG sales tactics.

Next stop is T:

• Support the change process by asking questions, listening and reflecting
• Trust the Prospect’s perspective on the pros/cons of change, and the risks/benefits of the solutions available
• Respect how difficult the change process can be
• Offer encouragement for change if the Prospect decides to take action
• No judgment—allow all issues to be on the table
• Guide, but do not drive the process—motivation for change needs to come from within your Prospect

Why?

Inside your Prospect’s brain resides a wealth of extremely important information regarding his or her perspective on change. Think of it as a balance sheet, detailing the pros/cons of the status quo AND the pro/cons of making a change. In most cases, the Prospect does not have access, at least in an organized and useful way, to all of this information.

You can help your Prospect gain access and organize the information, ultimately making your Prospect’s decision about change clearer and more doable.

BUT you will only be effective if you TRUST your Prospect’s view of that balance sheet.  It is critical that you believe—and demonstrate wholeheartedly—that your Prospect is the best source of this information.

Trusting your Prospect’s opinion will help him or her feel understood, confident and in control of the process.  Not trusting is the quickest way to have the resistant donkey dig in its heels.

How?

• Be patient. Do not try to shortcut the process by jumping in to fill in the balance sheet for your Prospect. Patience demonstrates you recognize your Prospect holds valuable information and it’s worth the wait.

• Do not just focus on the negatives of keeping with the status quo or the positives of making a change. Be curious about the pros of the status quo and the cons of change, too. This shows you appreciate the complexity of the Prospect’s personal balance sheet.

• Ask your Prospect to visualize and describe to you what it would look like if he or she made a change; this shows you respect and trust their insights regarding the change process.

Tips:

• While it is always best to have the Prospect identify the pros/cons and risk/benefits, there is certainly room for you to offer additional data for consideration.  However, assess your Prospect’s interest first. Ask:

• “Would it be helpful to hear some of the concerns other clients have had about making this change?”
• “Would it be helpful to read a case study sharing how another client managed the change process?”

• One way to help your Prospect process information on the pros and cons of the status quo is to encourage data collection.  For example, if the discussion is around poor cell phone coverage have the Prospect keep track of the number of dropped calls.  Quantifying a problem defines it in concrete terms so that solving it feels more actionable, less subjective and overwhelming. A good rule of thumb: if the Prospect is having trouble identifying a metric, then the problem or goal is not specific enough.

Listen to yourself: Are you communicating TRUST in your Prospect’s perspective of the “change” balance sheet? 

Peggy Kriss, Ph.D. is a clinical psychologist in Newton, Massachusetts and a consultant to VisibleGains. Stay tuned for more psychology informed blogs by Dr. Kriss.

Knock, knock.
Who’s there?
Santa.
Santa who?
Santa email but you never opened it.

Does your email stand out in your prospect’s Inbox with a clear, attention-grabbing subject line?  If not, your killer email won’t ever be opened, never mind read. Your prospects are crazy-busy, says sales expert Jill Konrath. They’ll likely spend 2.7 seconds—tops—evaluating your email. Make sure your subject line instantly conveys the value of your message to the reader.

Creating email subject lines can be intimidating. However, it need not be if you follow four guiding principles.

Guiding Principle #1: Start your conversation in the subject line.

Treat your email subject line more like a conversation starter than an article headline. Ask yourself, what is the first sentence I would say to this person if I were meeting him or her in person?

If this is the first time you sent email to the prospect, identify who you are in the subject line by stating your connection upfront. If you’re connecting through a mutual contact, be sure to state the person’s name in the subject line.

Examples:

• Subject: Saw this blog post and thought of you
• Subject: Enjoyed meeting you at Sales 2.0
• Subject: Bumped into Sue Johnson…

Guiding Principle #2: Be personal.

Subject lines are instantly more personal simply by keeping the tone casual and including the pronoun “you”. Be conversational—don’t capitalize each word like you might for the title of a paper.

Examples:

• Subject: You asked an interesting question
• Subject: Your ears should be ringing

Guiding Principle #3: Offer something of value.

Sharing timely, relevant information helps prospects want to engage with you. If a web site visitor converts after downloading a white paper, for example, seize the opportunity to offer your insights into the business issues likely inspiring the prospect to download the white paper in the first place.

Note: People generally do value “free” and you can use the word in subject lines without triggering spam filters as long as it’s not capitalized, the first word or used in conjunction with an exclamation point.

Examples:

• Subject: Here’s my aha after reading the GIS report
• Subject: Determine your co’s readiness using free assessment

Guiding Principle #4: Make the reader curious to learn more.

Clever subject lines pique interest and so does compelling content. Ideally, your email is comprised of both. However, rather than getting stuck striving to be oh-so clever in the 50-60 characters of most subject lines, focus your efforts on being relevant. Appeal to your prospect’s natural curiosity about content:

• they’ve expressed interest in
• aligned with their business objectives
• linked to a current frustration or common industry challenge
• educating them to work smarter and faster (How-to’s)
• keeping them current with trending topics
• providing perspective for reflection

Examples:

• Subject: What your peers are saying about the GIS report
• Subject: New benchmarking data to plan 2012
• Subject: How to turn social media into sales
• Subject: Your competition is in the news
• Subject: Metrics to optimize your supply chain

Writing email subject lines that open doors requires doing the homework a good salesperson must always do to earn the first meeting. Your email subject lines will open doors when you convey to the reader you know their personal interests; understand their pain points, tune into their specific business priorities; want them to succeed; are in-the-know; and offer a balanced viewpoint.

Bottom line: Pay attention to the subject lines of emails your prospects open and those they don’t. Experiment over time and you’ll improve your “door-opening” and email-opening rate.

Ever wonder why your email wasn’t opened? Take a second look at the subject line.

P. S. Email subject lines must pass through your crazy-busy prospect’s relevance-for-me filter AND also through software filters—or they won’t even land in your prospect’s Inbox. It’s worth the extra minute or two it takes to test your subject lines using free analyzers available on the web that check for clarity, wordiness and likelihood of triggering spam filters. Testing programs aren’t perfect; use their feedback to make quick tweaks. For example, we choose to override suggestions to omit personal pronouns like “you” in subject lines because using “you” feels…well, personal.

Here’s one free testing program you can try: Free Lyris ContentChecker for Email

I recently realized we’ve taken for granted a powerful shortcut for creating Outlook message templates that’s been in our company toolkit for a while. I was talking to a prospect recently about email workflows and described our process for sending multiple personalized emails containing a similar core message. He was amazed at this shortcut, even though it seems pretty obvious to me. I’m documenting it here to share more widely. Hopefully you already take advantage of using Outlook’s standard signature setup; this just kicks it up a notch for creating multiple personalized emails containing similar message text.

5 Steps to use Outlook’s signature function for creating email message templates

Step One: Click New E-mail

Step Two: Click Insert, then click Signature

Step Three: From drop-down menu, click “Signatures…”

Step Four: Click “New”. Enter a name, as well as text, for a complete email message. (Remember to also include an email signature in this “Signature” template entry!)

Step Five: Select the appropriate standardized message by “Signature” name each time you want to send similar text in a new email. Don’t forget to add a subject line and the first name of the person to whom you’re sending the message in the message body. Also, modify the templated text appropriately to ensure it’s relevant to the individual receiving it.

This shortcut saves me time when I want to repetitively send only slightly different emails over and over again–such as a follow-up to a hands-on product demo I’ve just given. Let me know how this shortcut works for you.

Got any Outlook tips to share with us?

We got a lot of interest in our blog post, Do Not Create Resistant Donkeys! where we discussed WEAC and STRONG sales tactics (mnemonics coined by me) and how they make the difference between creating a “resistant donkey” and unleashing a racehorse to the sales finish line.

“So what would I actually ask if I was using STRONG tactics?” asked one participant in our recent repeat of the Hide & Seek webinar presented by Cliff Pollan and Trish Bertuzzi.

Salespeople always want to know what questions to ask prospects. While it’s important to ask good questions, it’s even more important to use reflections in your conversations with prospects.

Let’s bring to life the S in STRONG sales tactics. To do so, I’d like to acknowledge David B. Rosengren’s work on reflective statements as being very influential in my understanding of this tactic.

S: Support the change process by asking questions, listening and reflecting.

Why?
Reflections are known to help individuals gain momentum in the change process. Persistent questioning—without a healthy mix of reflections—has the risk of interfering with your racehorse’s momentum and may instead cause resistant donkey to dig in its heels to stay put with the status quo.

Questions are critical to learning about a prospect’s needs and situation. It is important, however, not to overdo it. Too many questions get in the way of the conversation feeling collaborative. If the salesperson is asking all the questions, then it’s as if the salesperson is directing the solution—like a mechanic fixing a car, the prospect is put in the position of being “worked on”. The important point here: ensure the conversation feels collaborative by actively involving the prospect.

Reflections are very different from questions. Reflections are statements that the salesperson makes to confirm his or her understanding of what the prospect is saying. These statements are asked in a more declarative voice. Unlike questions, your voice does not turn up at the end.  The purpose of reflections is to get the prospect to really listen to him or herself, thereby promoting a conscious and well informed decision.

How?

Here are some examples of reflective statements:

“OK, so it seems you are worried about your software for these reasons…”

“You are curious about how long it will take to learn the new tool…”

“You might be interested in learning about other options for…”

“It seems your current system is satisfactory for these actions…and deficient for these…”

“You seem frustrated with…”

“It feels difficult for you to…”

“So, you want to improve your __ and on the other hand you realize that you need to figure out __.”

(Note in this last example the use of the word “and” instead of “but”. The problem with “but” is it’s a natural showstopper. “But” raises anxiety, suggesting there’s a problem and putting a negative spin on the first part of the sentence. “And” sets the tone for calmer consideration of both sides of a situation, letting the show go on.)

Tips:

• Vary your reflections or you risk sounding ingenuine and robotic. Don’t start every question with the same phrase:   “It sounds like…” , “It sounds like…”  ad naseum.
• If you are someone who likes metaphors, try using one to structure your reflection: “So, it’s like having the opportunity to buy tickets to the big game and at the same time having promised your partner that you’re serious about sticking to the budget.”
• Avoid using “charged” words that may be jarring to the prospect and likely to encourage resistance. For example, the prospect might really be feeling afraid but may not want to hear the word “scared” played back.
• Remember you are learning the prospect’s vocabulary and gathering motivational data that will help you later on  to close the deal.
• However you state your reflection, the goal is to communicate genuine interest and empathy in your prospect’s situation while at the same time confirming you correctly and thoroughly understand it. Don’t worry; you don’t have to always get it right. In fact, if your metaphor or understanding is off, your prospect will likely correct you and in doing so maybe even offer additional information to deepen the level of the conversation.

 Are you using reflective listening in your conversations with clients? 

Peggy Kriss, Ph.D. is a clinical psychologist in Newton, Massachusetts and a consultant to VisibleGains. Stay tuned for more psychology informed blogs by Dr. Kriss.

If we’ve learned anything from Steve Jobs, we’ve learned technology is constantly evolving around the use case.

We’ve referenced before Gutenberg’s printing press and the sea change its introduction created. The ability to print in quantity created a new channel for communicating information to the general public. And, as the printing press became commoditized, it wasn’t just the rich producing content. Streamlined processes and lower production costs increased the diversity of subject matter communicated. For the first time, regular folks could share their ideas to persuade the masses. Leveraging the new technology, “crazy” ideas could easily spread and plant seeds for other “crazy” ideas–aka innovations. The same thing happened with the introduction of TV and subsequently the Internet.

Sometimes everything just comes (or is coming) together…

It’s not like the tablet just got invented yesterday. Steve Jobs was superb at making it work very simply for the user in the form of the iPad. I’m pretty sure Amazon’s Kindle Fire (suspiciously familiar to the Blackberry Playbook) wouldn’t exist today if Mr. Jobs hadn’t been as successful at widespread adoption as he was. That’s not the interesting part. What’s next is the INTERESTING PART.

Click below to hear David Meerman Scott talk about why he wrote his newly launched eBook Newsjacking, specifically for the Kindle Fire.

Text no longer exists statically in black and white on paper–it’s colorful, blinks and moves–opening us up to a whole new way of thinking about how we consume and interact with information. The iPad truly started us down the tablet path and Amazon’s Kindle Fire takes us a step further.  The Kindle Fire will be more accessible at its significantly cheaper price point and it will allow me to self-publish my thoughts beyond the blogoshpere. Amazon provides you the opportunity to elevate your credibility and bring interactive content to the masses; the iPad doesn’t seem to be going this way.

Can you imagine if all 48 pages of Common Sense written by Thomas Paine had an interactive community around it citing sources? Could King George have jumped in and had a counter argument disputing each point from its original anonymous “Written by an Englishman” author? Would support for the American Revolution been secured faster? What similar e-documents were used to aid Egypt in their efforts for independence? Did mobile texting networks, the blogosphere or Twitterverse speed up the democratization process? I’d argue it did.

Compelling content exists today in unfathomable quantities and we hungrily consume and produce more of it every day. Whether paid or not, people take the time to post 900,000 blogs per day. There are roughly 70 million videos on YouTube and 2 Billion searches conducted via Google.

I engage (and expect to engage) with online content much differently than I do when I read a printed book. I choose to explore related resources when they are conveniently presented to me, only a click away. Dispute a fact. Research a related thought. Ague a point. Post a comment. Buy a product right now. Have a concern about a company– ask your friends about it right now. Granted, I have a bias towards action (in fact, my twitter handle is biasforaction), but I don’t think I’m unique.

Maybe I’m giving them more credit than they’re due, but I’d like to think that Amazon with its Kindle Fire is deliberately breaking new ground. Amazon could become a broker of communities formed around common interests and original content. I realize may be way off-base as I don’t even have a Kindle Fire yet. Still, I’m excited at the possibilities and the technology revolving around “me” right now.

What do you think? Is Amazon up to the task of advancing our level of engagement with new ideas (and each other) through interactive content? Is Kindle Fire the platform to change the way the masses communicate and consume information?

In a webinar we presented for the second time today, Trish Bertuzzi and Cliff Pollan offer tips for helping B2B salespeople win at the game of “Prospect Hide & Seek”. They talk about keeping prospects engaged in all steps of the selling process to avoid the salesperson’s nightmare of “being left out alone in the dark”.

While Bertuzzi and Pollan share many things you can do, they also emphatically stress one thing not to do: “Do not create resistant donkeys!” 

How many of you have defaulted to using the weak sales tactics described below (my mnemonic: WEAC) when trying to “convince” a prospect to break from the status quo and purchase your product?

• Warning of consequences for not changing
• Explaining how change should occur
• Arguing for the benefits of your solution
• Convincing someone they need to make a change

STOP!

Psychological research tells us WEAC sales tactics may very well halt whatever momentum in the sales process you’ve established by causing your prospect to behave like a donkey digging in its heels.

Why? The reason has to do with a natural tendency we all have to be apprehensive about change. Prospects, for example, often worry about selecting the very best solution or how a change might impact employee relationships, increase costs or demand more of their time. Pushed externally, a prospect may feel even more off balance. The more out of control a prospect feels, the more likely he or she is to gravitate back to a place of security—the status quo.

Remember, resistance is natural in the sales process. The mere existence of it does not suggest something wrong. The takeaway here is that the relational stance the salesperson takes can either strengthen or reduce this natural tendency.

Q: So what can you as salesperson do to minimize natural resistance and keep your prospect actively engaged in the “daylight” of your sales nurturing?

A: Put the prospect in charge of the change process. Use STRONG sales tactics (another mnemonic coined by me!) to facilitate keeping the prospect actively engaged:

• Support the change process by asking questions, listening and reflecting
• Trust the prospect’s perspective on the pros/cons of change, and the risks/benefits of the solutions available
• Respect how difficult the change process can be
• Offer encouragement for change if the prospect decides to take action
• No judgment—allow all issues to be on the table
• Guide, but do not drive the process—motivation for change needs to come from within your prospect

What sales tactics have you tried to prevent your prospect from becoming a resistant donkey?

Peggy Kriss, Ph.D. is a clinical psychologist in Newton, Massachusetts and a consultant to VisibleGains. Stay tuned for more psychology informed blogs by Dr. Kriss.

Photo Credit: pmarkham flickr