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A retail company can apply the negotiation approaches discussed in "Never Split the Difference" in several ways. Firstly, they can use the "That's right" technique to show customers that they understand their needs and concerns, which can help build trust and rapport. Secondly, they can avoid using phrases like "yes" and "you're right" in a way that dismisses the customer's concerns. Instead, they should strive to genuinely engage with the customer and address their needs. Lastly, these techniques can also be used in negotiations with suppliers or partners to reach mutually beneficial agreements.
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Do you dread negotiations for fear of the conflict involved? The fact is that every aspect of our lives involves some form of negotiation. Expert FBI...
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In any conversation we are trained to throw out nice phrases like "yes" and "you're right"—but in a negotiation, when someone says these things, they are really trying to get you to go away or back down. It's a polite way to say, "I'm not really interested in what you have to say." If you tell someone "you're right" they may go away happy, but you haven't really agreed to do anything. Instead, you want to get your counterpart to say, "That's right!" Once they say this, you've reached a breakthrough moment—they are acknowledging that you understand where they are coming from.
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