Here's a recent "No" I got, and I didn't really have an effective comeback. Any input would be appreciated.
Situation: I bought $50 of stuff at a store, but forgot my gift card, so put it on Visa. Went back the next day to see if it could come off Visa and pay with the gift card. (I don't shop there too often).
I walk in and the returns desk is right there, and no line-up, so the guy sees me coming. I quickly size him up, and he's pretty serious, all business, no b.s., not too friendly, and about 10 years older than me.
I didn't have more than 10 seconds to get rapport. I did end up matching his posture, pace, and attitude, but didn't really feel much connection. I explained my request, with an equal but slightly subordinate posture.
He said no, they couldn't do anything, and that was that.
Of course, I could have returned everything, got a credit on my Visa, and rebought it all again with the gift card, but it wasn't worth it. I will use it eventually.
Anyway, still not sure if I could have cracked this guy. He seemed pretty unreachable. And it all happened so fast, it was over in 60 seconds.
Any thoughts on what I could have done better?
~John
Re: How would you handle this "No"?
Posted On Dec 6, 2007 at 6:55 PM
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cbelling
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Joined: Nov 16, 2004 Last Visit: Mar 3, 2008 Posts: 14 e-Points: 4
Personally, after he said 'no' I would have ask him what my other options are. If he didn't offer up the possibility of returning the merchandise then I would have brought it up. Or I would have politely asked him if I could speak to his manager to see if there were anyway to get it done.
When the manager came over I would have just said: "I know I can return this and repurchase it, but that seems like such a hassle for all of us. Being that we both have other things to do, there has got to be a better way, right?".
Re: How would you handle this
Posted On Dec 7, 2007 at 5:40 AM
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branimir
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Joined: Jul 24, 2005 Last Visit: Nov 23, 2008 Posts: 30 e-Points: 17 Location: Istanbul View All Posts By branimir
I wouldnt try to get rapport with him to get this done, because you have the advantage in the situation. I would say, Good Evening, I have bought this yesterday, only to realize that I had this gift card of 50 $... I dont know your policy about switching between visa and gift card, but can you take the gift card and drop the charge from the card or should I first return the items and buy again with the gift card?
Dude, as a friendly advice , I suggest taking a look at this with the 3dmind. Because I think you convinced yourself that you could buy something later to avoid the feeling of going at it when you are answered no. Makes sense?
Harun
Re: How would you handle this "No"?
Posted On Dec 7, 2007 at 10:01 AM
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TomVizzini
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Joined: Dec 11, 2003 Last Visit: Jan 6, 2009 Posts: 123 e-Points: 109
It might have been a situation that logistically was not possible. The process of refunding your card and then using a gift card for the purchase is not as simple as it might have been before computerized inventory systems. I doubt most stores are set up to handle a request of that kind.
If it was possible you were not talking to the guy who would be able to make that decision.
My strategy for these situations is pretty simple. Even if they cannot do it they might be able to suggest what to do. I recently tried to return a computer program at Fry's electronics. I got the wrong version but had already opened the box.
I got rapport with the guy. he really wanted to help me but...his hands were tied. There really was nothing he could do. So I asked him this questions.
" Well, let me ask you this. If you were me, what would you do?"
What he did is give me a place to download the program for free and another place to get the serial numbers. he said, " You paid for the program so you should get what you want. So it is not like you are stealing it". He also told me that the company who manufactures the software would refund it and then spent 5 minutes finding the best number for me to call.
So a customer service rep for a large retail electronics company ends up telling me where to steal the program online !
Of course I didn't do that. I just don't believe in it.
What I did end up doing was calling the software company and being able to refund it directly thought them even though it was past the normal refund period.
Then I bough the program I wanted.
So the interesting use of putting them in my position, which I again used on the software company, got me the results that I wanted.
So my plan fro after the no was to put them in my position and get them to tell me what I needed to do next.
Keep in mind I was also using all the skills that we teach. I had rapport. I used the positions of power. I used embedded commands. I elicited a state of best friend and anchored it. I remained calm.
I also did an very important last step that most people forget to do. I rewarded their help by thanking them while firing off the best friend anchor...you never know when I might need them to help me again.
One last thing....I knew my plan going in and I followed my plan.
So think and then do,
Tom
Re: How would you handle this "No"?
Posted On Dec 7, 2007 at 11:02 AM
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rvicuna
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Joined: Feb 3, 2004 Last Visit: Jan 5, 2009 Posts: 35 e-Points: 27 Location: Ciudad de México View All Posts By rvicuna
Tom, I think this example is too valuable to let it at that, any chance you can reconstruct the entire experince? (dialogs, positios of power, embedded commands, your reasons behind every step etc)?, maybe you can do it in a miniseminar. Yes I'm a GB
cheers,
Haz el bien sin mirar a quién.
Re: How would you handle this "No"?
Posted On Dec 7, 2007 at 11:06 AM
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TomVizzini
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Joined: Dec 11, 2003 Last Visit: Jan 6, 2009 Posts: 123 e-Points: 109
Tom, I think this example is too valuable to let it at that, any chance you can reconstruct the entire experince? (dialogs, positios of power, embedded commands, your reasons behind every step etc)?, maybe you can do it in a miniseminar. Yes I'm a GB
cheers,
Maybe we will do a piece on in this weekend at the Mini Seminar
Tom
Re: How would you handle this "No"?
Posted On Dec 7, 2007 at 3:11 PM
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jwoodin2
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Joined: Dec 6, 2006 Last Visit: May 4, 2008 Posts: 30 e-Points: 23
" Well, let me ask you this. If you were me, what would you do?"
That's a pretty good line to keep in my back pocket, I'll remember that one. It turns the whole situation on its head.
Quote:
from Tom: ...I elicited a state of best friend and anchored it...
I never thought of that, mostly because I didn't think there was time.
I'm going to try that with every cashier I talk to this weekend, and see how fast I can get that anchored. Maybe a throw-away line, like
"I don't usually shop here, but I have a really good friend (anchor) who told me you had bananas on sale... do you have a really good friend like that?(anchor anchor) Anyway, so here I am buying bananas!"
Then I'll fire the anchor when I leave: Ok, thanks suzy, (fire anchor) bye!
How's that sound?
Question: Is it enough just to talk about my friend? Or is it critical to ask about their friend? I'm guessing it's stronger to throw the perspective over to them, but I'm going to play with it and see.
That should be fun!
~John
Re: How would you handle this "No"?
Posted On Dec 7, 2007 at 7:39 PM
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brabhobr
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Joined: Nov 29, 2007 Last Visit: Jan 5, 2009 Posts: 12 e-Points: 20 Location: Brazil View All Posts By brabhobr
Quote:
" Well, let me ask you this. If you were me, what would you do?"
This is really a very good line. can it be used in a seduction situation when a girl says no to you, or you have another similar line for such situation?
Re: How would you handle this "No"?
Posted On Dec 7, 2007 at 7:39 PM
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brabhobr
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Joined: Nov 29, 2007 Last Visit: Jan 5, 2009 Posts: 12 e-Points: 20 Location: Brazil View All Posts By brabhobr
Quote:
" Well, let me ask you this. If you were me, what would you do?"
This is really a very good line. can it be used in a seduction situation when a girl says no to you, or you have another similar line for such situation?
I use various sales techniques & reversing strategies in our conversations with prospects. The guy that you were dealing with sounded like a typical “D”- facts, figures...So you need to provide facts & figures. Playing victim might help.
He is too business like..you have to get him emotionally involved. He needs 3 reasons or pains to move from his present position. Although be soft and nurturing.
May be something like...
Hi I have a real problem and I don’t know what to do I bought this yesterday for my boss who is the editor of the local newspaper...
He told me to use my gift voucher that he had given me- but I didn’t.
I really really mucked up bigtime...I'm in so much trouble, they might fire me.
I need to get this reversed.
(This should move him...but if he says something like)
“Sorry, we don’t do reverses”
That’s okay, I understand....I knew that there was no possible way you would reverse this.
Hopefully, my boss won’t write an article about this.
Your store wouldn't lose that much revenue, your boss will be ok, and i'm sure your job is definetly safe.
(Nurturingly say) -Would it be okay if I asked you a question?
Have you been here long?
You are not relying on your cheque at the end of the month are you?
"yes"
What would happen to you if this article appears?
.......
I used something like this on a leather jacket that I had placed a deposit on- and got a refund...
Regards
Sean
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