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What do you do if your negotiations in After-Sales are not leading to successful deal closures?

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Navigating after-sales negotiations can be challenging, especially when you're facing a deadlock. If your after-sales discussions are stalling and not leading to successful deal closures, it's time to reassess your approach. This article will guide you through the steps to take when you find yourself in this predicament, ensuring you can move forward effectively and secure those crucial deals.

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Daniel Crowell

Honest, Customer Focused Team Builder. Personalized face to face, small group trainer, coaching positivity.

1 Reassess Needs

When negotiations seem to be going nowhere, take a step back and reassess the needs and wants of both parties. It's possible that initial discussions missed critical pain points or that circumstances have changed. Engage in active listening to understand your client's current situation better and consider how your after-sales service can address their evolving requirements. A fresh perspective on what each party is seeking to gain from the deal can pave the way for new solutions and compromise.

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Daniel Crowell

Honest, Customer Focused Team Builder. Personalized face to face, small group trainer, coaching positivity.
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One thing i have noticed is that if a deal is not closing but the customer maintains contact with you they may be unsure about some part if the project. A good way to address this is simply, bring it up. Ask the customer if any part of the project raises concerns. Double check that your offering is meeting the needs correctly. If there is another decision maker, reach out to them, see if they have any thoughts you might have overlooked.

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2 Enhance Communication

Effective communication is the backbone of successful negotiations. If you're hitting roadblocks, it might be time to enhance the way you communicate. Ensure that your messages are clear, concise, and that you're not overwhelming the client with technical jargon or unnecessary information. Sometimes, rephrasing your proposals or using different communication channels can make a significant difference. Remember, it's not just what you say, but how you say it.

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Daniel Crowell

Honest, Customer Focused Team Builder. Personalized face to face, small group trainer, coaching positivity.
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Make sure you are using the customers preferred method of communication. Different people communicate differently. Some enjoy phone calls, while others use email. Make sure when you first talk to a customer that your asking how you should reach them moving forward. You can also send your message in multiple ways if the communication starts breaking down. If the customer started off texting but has not responded recently, try a phone call. Remind the customer why they wanted to work with you. After you leave your initial visit, the customer will lose the excitement and trust you built during your previous encounter. Stay current and make sure they know you want to do your best to earn them as a customer.

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3 Adjust Offerings

If your current after-sales offerings aren't enticing enough for closure, consider adjusting them. This could involve adding value without significantly increasing costs, such as improving warranty terms or offering additional support services. Tailor your offerings to align more closely with the client's specific needs, which may have been overlooked during initial negotiations. Flexibility in your proposals can demonstrate commitment to the client relationship and lead to a mutually beneficial agreement.

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4 Leverage Feedback

Feedback is a powerful tool in negotiations. If deals aren't closing, solicit feedback to understand why. This information can provide insights into the client's hesitations or dissatisfaction with the terms being offered. Use this feedback constructively to make necessary adjustments to your after-sales strategy. Demonstrating that you value and act upon client feedback can build trust and open up new opportunities for negotiation.

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5 Explore Alternatives

When traditional negotiation tactics fail, it's time to explore alternative solutions. Consider creative ways to meet the client's needs that may not have been part of the original after-sales package. This could mean bundling services, offering staggered payment plans, or providing trial periods. Innovative solutions can show your willingness to go the extra mile and can break the deadlock in negotiations.

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6 Build Relationships

Finally, focus on building strong relationships with your clients. Negotiations are not just about the immediate sale but also about establishing a long-term partnership. Invest time in understanding the client's business and industry, showing genuine interest in their success. Strong relationships can lead to more open dialogue, trust, and a greater likelihood of deal closures in the long run.

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Daniel Crowell

Honest, Customer Focused Team Builder. Personalized face to face, small group trainer, coaching positivity.
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I always approach every customer interaction as a relationship building situation. You want the customer to like and trust you, but also remember that they like and trust you. Make sure when your following up that it is not always about getting the sale. You can send a text, or email just saying that you realized you had not spoken to the customer in a while and wanted to reach out and see if there was anything they needed from you. If you do a good job on your initial interaction you might learn about a event coming up, and this gives you an easy way to reach out and not talk about the sale. Instead ask about the event, maybe a birthday or a party. This makes your call more likely to be returned.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Daniel Crowell

Honest, Customer Focused Team Builder. Personalized face to face, small group trainer, coaching positivity.
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Always remember that if the customer is keeping in touch, even if they are not moving forward with the project they are staying in touch because you earned their trust. Don't always feel the need to rush the close. Good follow up and reviewing the details helps build that relationship and enhances the level of trust you have created. When the customer truly trust you, they will be honest with their objections and you will be better equipped to lock down the deal.

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What do you do if your negotiations in After-Sales are not leading to successful deal closures?

1

2

3

4

5

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7

1 Reassess Needs

2 Enhance Communication

3 Adjust Offerings

4 Leverage Feedback

5 Explore Alternatives

6 Build Relationships

7 Here’s what else to consider

Aftersales

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What do you do if your negotiations in After-Sales are not leading to successful deal closures?

1

2

3

4

5

6

7

1 Reassess Needs

2 Enhance Communication

3 Adjust Offerings

4 Leverage Feedback

5 Explore Alternatives

6 Build Relationships

7 Here’s what else to consider

Aftersales

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