| The Negotiation Process | Negotiating for Cooperation | Potpourri | Agreement and a Bridge | Powerful Negotiation Techniques |
|---|---|---|---|---|
|
What is, "When does the negotiation process begin?"
With the first call
|
“What is the first step to gain cooperation?”
Why
|
What is, “How do great claims negotiators take their empathic connection a step further?”
Tie in the customer changing the way they feel to what you want the customer to do
|
What is, “How do you get agreement?”
Ask a “closed ended” yes or no question that helps you determine whether the customer finds value in your facts
|
“What is staying in your conversation?”
Spending more time talking about your information, your facts and why your figures are correct
|
|
What is, “Who is a great negotiator?”
Someone who has a process
|
What is, “To what degree will people consider your point of view?”
To the exact degree you have demonstrated you understand their point of view.
|
What is, “What do you do if you want your customer to be reasonable?”
Demonstrate to the customer that you already think they’re being reasonable
|
“What is your next step if you don’t have agreement with the customer?”
Return to “why”
|
What is, “When is it appropriate to bid against yourself?”
All day long – as long as you and the customer stay in your conversation
|
|
What is, “What percentage of your time is spent negotiating money?”
10 percent
|
What is, “What do claims negotiators argue?”
Facts (instead of reasons)
|
What is, “Who do people trust?”
Someone who is trying to help them
|
What is, “How many times should I ask ‘why’ during the claim process?”
There’s no “magic number.” Ask as many times as necessary to understand the customer’s perspective.
|
What is, “When is the best time to increase your offer?”
Once you’ve demonstrated to the customer that you should not have to increase your offer
|
|
What is, “What are you negotiating for 90 percent of the time?”
Cooperation
|
What is, “Who do you have to prove wrong”?
No one. You only have to prove yourself right.
|
What is, “How can you be in control of your ability to listen to customers?”
Eliminate all distractions
|
“What is a bridge?”
Anything you can say that gets the customer to leave behind what they believe and come join you
|
What is, “What is a negotiation strategy?”
One-line sentence that summarizes the overall strengths of the case
|
|
“What’s the magic word?”
"Help" is usually....
|
What is, “How does the customer feel when you try to prove them wrong?”
Wrong = Stupid (in the eyes of the customer)
|
What is, “Who are people who use the word ‘feel’ in conversation about their claim?”
Have more of an emotional tie to what they are saying
|
What is, “When is a bridge useful?”
When customers are not cooperating because they’re tied to their feelings
|
What is, “What is increasing in diminishing amounts?”
Sets the expectation in the mind of the individual you’re negotiating with that you are out of money
|
Support Us on Ko-fi