AI Coach: find and fix deal issues before they result in closed-lost using AI


Top 10 Communication Skills with Chris Voss

13 min
Average Score

Chris Voss

CEO & Founder

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In the competitive world of sales, the ability to navigate objections and understand the underlying concerns of prospects is crucial. This session dives into the top 10 Black Swan go-to labels and their strategic applications, offering invaluable insights for sales representatives and account executives.

Introduction to Black Swan Labels

The Power of Tactical Empathy

Black Swan labels are grounded in tactical empathy. They are conversational tools designed to identify and address underlying emotions and motivations in sales negotiations. By using these labels, sales professionals can shift the dynamics of a conversation, gaining deeper insights into a prospect's thoughts and concerns.

The Top 10 Black Swan Labels

1. Addressing Affect Shifts

Affect shifts, such as changes in body language or tone, can be key indicators of a prospect's real concerns. Labels like "It looks like something just crossed your mind" or "It seems like you're uncomfortable with that" are effective in uncovering these hidden objections.

2. Probing Deeper Into Statements

When a prospect makes a statement that seems ambiguous or contradictory, using labels like "It seems like you have a reason for saying that" can help clarify their actual intent and provide more context to their concerns.

3. Investigating Actions

Similarly, when a prospect's actions are puzzling, such as delaying a decision or avoiding a commitment, labels like "It seems like you have a reason for doing that" can be insightful. This approach was successfully used by a contractor to understand why a subcontractor had not completed work.

4. The Power of Missed Labels

Missed labels can be as informative as accurate ones. They prompt corrections from the prospect, offering additional information that may not have been revealed otherwise.

Utilizing Black Swan Labels in Sales

1. At Impasse

When negotiations hit a deadlock, labels like "It sounds like there’s nothing I can say to get you to change your mind" can open new avenues for discussion, preventing the need for unnecessary concessions.

2. Responding to Casual Inquiries

In response to routine questions like "How are you today?", a label such as "It sounds like you have a place you want to start" can cut to the chase, saving time and directing the conversation to more substantial matters.

3. Addressing Price Concerns

When dealing with the common objection of high price, labels like "It seems like the value's just not there for you" pivot the conversation from price to value, encouraging the prospect to elaborate on their perceived value of the offering.

4. Proof of Life in Deals

Labels such as "It doesn’t seem like you’re ready to make a commitment" or "It seems like you’re still shopping around" are effective in identifying whether a real deal is on the table and whether the prospect is genuinely considering your offering.

In conclusion, Black Swan labels are powerful tools in the arsenal of any sales professional. They foster a deeper understanding of a prospect's mindset, aiding in navigating complex sales negotiations. Watch this session to learn more about these techniques and how to apply them in real-world sales scenarios. Remember, successful sales negotiations are not just about persuasion but about understanding and addressing the real needs and concerns of your prospects. By mastering these labels, sales reps and account executives can enhance their negotiation skills, leading to more successful outcomes and stronger customer relationships.

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