Myers Barnes Blog

“No” is the start of a discussion, not the end.

Categories: Customer Service, Leadership, New Home Sales Coach, New Home Sales Training, Personal Development | Posted: June 13, 2017

When someone tells you, “No”, do you take that answer as final?

Your computer doesn’t accept it. Think of all those times you click on a button and get the query, “Are you sure?” in response.

Your kids don’t accept it. They’ll push and whine in order to convert your “No” to a “Yes”, a “Maybe”, or even a “We’ll see”.

As sales professionals, we should feel energized by the word, “No”. It should jump-start our sales skills to deal with the reason behind the negative response. Does it mean “not ever”, “not now”, or “not under those terms”? You owe it to yourself AND your customer to probe more deeply. There could be a miscommunication about the offer, the details, the timing, the product—whatever. The buyer might be experiencing a déjà vu from a previous experience that has made her hesitant to say, “Yes”. She might also not be ready for your close at this moment.

You should pursue the discussion to clarify the meaning of the “No”.

Is there something more you’d like to know about this property, builder, or community?

What is holding you back from making the decision? What’s missing from this?

What would make the timing right for you?

I don’t want to be overly pushy. I want to make sure you’re not missing out because I haven’t communicated effectively.

This last statement is a great way to build the rapport. By taking responsibility for the “No”, the buyer is not on the offensive. They might even feel they owe you an explanation!

Use the “No” to learn more about your homebuyer—needs, timing, budget, concerns, likes and dislikes. Remember, the word “no” is part of “know”. If you don’t want to hear “no” more, then KNOW more!

Myers Barnes is America’s favorite new home sales trainer, author, speaker and consultant.  For more information, please visit www.myersbarnes.com.
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