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Education

StreetSmarts SM

Accept no and get closer to yes

By Natasa Cvijanovic Ask follow-up questions
Tesla Payments If I'm selling and a prospect says no, I always ask about
their objections. I'll say, "Thank you for taking the time to
o matter who you are or how long you've listen. What about the product or service didn't work for
been in our industry, receiving a no instead you?" or "What feature of the product or service did not
of a yes is difficult. However, rejection is a meet your expectations?" And if I have a solid rebuttal
N temporary setback and often just a detour to to their objection(s), I'll throw it out there and see what
something better. You must learn to accept it gracefully happens. If they continue to reject my efforts, it is time for
and adjust quickly. me to move on.

What is your reaction when you receive a no? Do you By disregarding your prospects' objections or making it
ignore the prospect's wishes and keep selling to them, or impossible for them to say no, you risk alienating them
do you accept their rejection and attempt to connect and and hurting your chances of doing future business with
build a relationship with them in another way? them. Consequently, time, effort and resources that could
Ditch bad advice have been devoted to other opportunities are lost.

We've all heard the occasional salesperson proclaim, Play the long game
"Never take no for an answer." And this approach is still Instead, be patient; don't give up. A prospect's answer isn't
being fed to sales trainees across multiple industries always final. How you handle it can affect your future
despite the fact that it's terrible advice—and some relationship with them. Sometimes no means no forever.
salespeople aim to live by it. That's fine. Take the time to improve your pitch, build an
extensive network and learn more about your customers'
When salespeople attempt to achieve such an needs.
unreasonable objective, they often go too far. I'm referring
to the defining moment when one goes from being a Taking no for an answer can have many benefits and is
professional, confident salesperson who is passionate sometimes the best option. Typically no one expects a
about their products to being an obnoxious, arrogant salesperson to be reasonable or understanding. It's the
hustler who will stop at nothing to get a sale. nature of the sales industry, and it's nothing personal.
Prospective buyers are conditioned to anticipate being
Not taking no for an answer may have worked years manipulated during the sales process. They are waiting
ago, but selling in today's business environment is more for you to use every trick in the book to ignore their no.
complex. Prospects are savvier. Constantly pursuing
yes, ignoring the possibility that your product or service Don't be that salesperson everyone despises when they
may not be the best fit, and refusing to accept no will see your phone number calling. It reflects poorly on your
undoubtedly result in rejection. product, service and company. You'll get a bad name if
you don't take no's seriously.
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