The Right TACTICs
DIFFICULT SALES NEGOTIATIONS REQUIRE
There are times when we face an extremely tough negotiator who views negotiating as a zero sum game
Sometimes these negotiators resort to manipulative or even
abusive negotiation techniques
When you are faced with an adversarial negotiation respond by using the TACTIC model
The TACTIC Model
• Take a deep breath
• Acknowledge the disagreement
• Clarify the concern
• Transfer the focus
• Investigate mutually beneficial alternatives
• Confirm next steps
Take a Deep Breath1
Taking a deep breath diminishes your flight or fight response, lowers your blood pressure and gives you time to think
The goal is to allow you to digest the situation while remaining calm and professional
This prevents responding in a way that doesn’t protect your interests
Acknowledge the Disagreement2
In a difficult and adversarial negotiating situation, acknowledge that there is disagreement
Acknowledging their perspective can diffuse the situation, and helps delay the urge to respond or convince them why you’re right
When done with genuine interest this can positively shift the nature of the dialog
Clarify the Concern3
Ask thoughtful, open-ended questions in an attempt to clarify the concern or nature of the adversarial situation
For Example:“Can you help me understand why that’s so important to you? “Tell me more about why that’s upsetting to you?”
This can diffuse the situation and create an atmosphere of collaboration
instead of conflict
And helps ensure you respond to the actual
concern
Transfer the Focus4
Transfer the focus by shifting the attention away from the most contentious or difficult issue
Reframe the discussion around the shared interests that are foundational to working together
Focusing on why the deal is important to both parties can help
resolve issues that come up during the negotiation
Investigate Mutually Beneficial Alternatives
5
When we’re forced into an “us/them” mentality it’s hard to
think out of the box and be creative
Work to understand the other side’s perspective
and investigate the “interests behind the positions”
You may find that there’s
more than one way to
resolve a sticking point
Confirm Next Steps6
Determine how much progress you’ve
made and confirm next steps
For Example:“Based on the alternatives we’ve discussed, are we ok to move forward?
We haven’t resolved all the issues, but are you comfortable proceeding
with our negotiations?”
At this point you want to get
your buyer’s commitment to
work with you in the
negotiation
If the animosity and
adversarial attitude is
still present, it may be
time to take a “time
out” and reschedule
the discussion
You might also determine that you need to appeal to a
“higher authority,” or bring in “reinforcements”
It’s not failure on your part, it’s just smart negotiating to
use all the resources you have at your disposal
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By Ray Makela
@RayAMakela