How to handle the conversations people avoid
Almost everyone knows roughly what to do in these. The marks are lost in the four seconds after someone pushes back, which is a delivery problem and not a knowledge one — and reading about it has never fixed a delivery problem.
Each guide below covers the method properly first. The rehearsal comes after it.
How to handle an objection without arguing
Four objections cover almost every deal, and almost every rep answers all four by talking. The part that moves a deal is understanding what the objection is standing in front of.
How to give difficult feedback to someone who will not take it well
The conversation managers avoid for months. Avoiding it is the expensive option, and the usual softening techniques are what make it land badly.
How to negotiate a salary offer without damaging the relationship
Everything you lose in a salary negotiation, you lose in the first ninety seconds after the number is said. Most of it is lost by talking.
How to handle an angry customer without making it worse
Solving the problem too early is what keeps people angry. The order matters more than the fix.
Practise one
A live voice on the other end that pushes back, and a scored debrief against four published axes when you hang up. The first call is free.