Wow. Fantastic read that is completely applicable to sales and ALL interactions. Chris was head FBI hostage negotiator and takes us through the psychology of the bad guys. But it is the empathy and understanding of the other sides perspective that is important here. It is the same in sales. Chris gives a ton of practical tips and tricks. THIS IS A MUST READ
A few key takeaways:
Listening. It must be active. Mirror: Reflect back on what you hear. Use Silence as a tool.
Summarize regularly. Say “that’s right”, not “yes”.
Forget getting to Yes.Focus on NO. That is where negotiation starts.
Form your questions around “HOW” and “WHAT” questions.These open-ended questions force the other side to think, reflect.
Identify the three to five key pieces of information that the client mentions. There is a Black Swan in there.
Please feel free to comment on any of these recommendations and suggest other sources that might be helpful.