Do You Always Agree with the Customer?

Do You Always Agree with the Customer?

There is an old saying that “the customer is always right.” Are customers always right? No, but that does not mean you should disagree with them. When you disagree with them, you fight the selling and closing process. Whether they are right or wrong, always agree with the customer. If you want agreement, you must be agreeable. You cannot expect customers to agree with you if you disagree with them. People who agree move toward each other; e.g., “I like you because you agree with me.” People who disagree move away from each other.

Salespeople need agreement to move through the sales process and ultimately close the deal. To get agreement from the customer, they must first give agreement. It only takes one person to create agreement because once one person agrees, there is no longer disagreement between the two people. Note that agreeing with customers, even if you disagree with them, is not manipulation. You are agreeing with their reality without adding what you think it. Two powerful phrases to create agreement include, “You are right” and “I agree.”

EXAMPLE: The customer says, “$25,000 per month for your SaaS application is a lot of money, I need to think about it.” If you disagree with them, the seller will solidify the customer’s need to think about it. However, if you agree with them, they will move toward you. “You are right, $25,000 is a lot of money. Making the investment will enable you to realize $X in cost savings within five months and directly contribute to your company’s bottom-line objectives this year.” Always agree with the customer and then position a different way for them to think about the situation.

All contents copyright © 2013, Josh Lowry. All rights reserved.

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