{"id":6276,"date":"2024-01-30T10:18:12","date_gmt":"2024-01-30T10:18:12","guid":{"rendered":"https:\/\/www.klenty.com\/blog\/?p=6276"},"modified":"2026-01-22T10:24:55","modified_gmt":"2026-01-22T10:24:55","slug":"6-negotiation-tactics-for-salespeople-from-chris-voss","status":"publish","type":"post","link":"https:\/\/www.klenty.com\/blog\/6-negotiation-tactics-for-salespeople-from-chris-voss\/","title":{"rendered":"6 Negotiation Tactics for Salespeople From Chris Voss"},"content":{"rendered":"\n

As a retired FBI international crisis negotiator, Chris Voss knows a thing or two about negotiating. Unlike what\u2019s shown in Hollywood, negotiating in a crisis isn\u2019t about who is the loudest, or who gets pushed into the corner. It\u2019s more like a regular conversation you might have with someone you meet on the street. Voss muses that we all want something from someone, and we\u2019re always negotiating in real life. Of course, you win some, you lose some.<\/p>\n\n\n\n

This blog takes a closer look at six concepts Chris Voss has developed over his career in the FBI, which salespeople can benefit from.<\/p>\n\n\n\n

1. Tactical Empathy<\/strong><\/h2>\n\n\n
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According to Chris Voss, empathy goes a long way in putting someone at ease. It\u2019s important your prospect feels heard and understood. This also gives you the opportunity to listen and make notes. You might think you know their pain point, and you may firmly believe in your value proposition. But, that\u2019s not enough to close the deal. Over time, leading empathy creates the opportunity to form a relationship quickly. Instead of thinking of each other as opponents, the situation becomes the opponent, while you and your prospect become collaborators. As collaborators, it becomes easier to work towards a win-win situation, instead of you winning at their expense.<\/p>\n\n\n\n

The tactical part is knowing when it might be detrimental to you closing the deal. If you’re too empathetic, the prospect may take advantage of you. Or worse, you might conclude that the negotiation has hit a wall, and back off completely.<\/p>\n\n\n\n

2. Downward and Upward Inflection<\/strong><\/h2>\n\n\n\n

Inflection is the change of pitch in your tone of voice. It’s important to know the difference between tone and volume. Shouting or whispering will get you nowhere in a negotiation. Or, any conversation for that matter.<\/p>\n\n\n

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Downward Inflection: <\/h3>\n\n\n\n

The downward inflection indicates a stern statement. It signals to the listener that you won’t budge, and a dealbreaker has been reached. For example, \u201cThat’s not possible.\u201d with a downward inflection will get the point across without sounding like a threat. Tactical empathy combined with a downward inflection will keep your prospect from getting defensive. Instead, they will reassess their next response. At this moment, their intent will also become clear. If you get the feeling that they aren’t too keen on the deal, you can then decide to end the conversation.<\/p>\n\n\n\n

Upward Inflection: <\/h3>\n\n\n\n

The upward inflection conveys curiosity. It’s similar to when you start a sentence and trail off hoping the other person will complete the rest for you (\u201dLet’s have the call at\u2026?\u201d). In a negotiation, the upward inflection triggers the prospect to subconsciously divulge information and intent, while feeling like they helped you get the facts right. The urge to correct someone is an undeniably human trait. You can test this theory by asking your colleague a simple question like “Your son’s name is\u2026?\u201d with an upward inflection. Or, \u201cYour son’s name is Eric, right?\u201d<\/p>\n\n\n\n

3. Mirroring in Conversation<\/strong><\/h2>\n\n\n
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There\u2019s a part of the brain that houses mirror neurons. These mirror neurons are responsible for reciprocation gestures like smiles and nods. When you flash a smile at someone, they will smile back at you. It\u2019s a reflex. This can be replicated with words, whether you\u2019re sitting across the table, or talking on a phone without a screen or camera. A quick smile or a warm gesture will trigger the mirror neurons and put your prospect at ease subconsciously. A good mood is vital for a good negotiation.<\/p>\n\n\n\n

\u201cYou\u2019re 31% smarter in a positive frame of mind.\u201d \u2013 Chris Voss.<\/em><\/p>\n\n\n\n

If you fail to ease the prospect into the negotiation, they may show their discomfort by responding negatively, or not responding at all. Avoid rushing the conversation. If the prospect feels like they\u2019re being cornered or forced, they will feel attacked and perceive you as the aggressor. When someone feels like they\u2019re in an uncomfortable conversation, they will try to end the conversation the first chance they get. This will also effectively end your relationship as collaborators, and any chances at conversations in the future will cease to exist.<\/p>\n\n\n\n

Conversational mirroring involves repeating the last 2-3 words from the end of the sentence you just heard. For example, the prospect tells you, \u201cWe\u2019d love to sign up. But, your product is a little outside our budget.\u201d Now, using the mirroring technique, if you respond with \u201coutside your budget?\u201d the prospect will volunteer more information without hesitation. Mirroring is a great tool to seek out vital information without asking questions. In the same example as before, if you\u2019d asked \u201cWhat\u2019s your budget? Let\u2019s see if we can work something out\u201d, you know they\u2019d not answer directly.<\/p>\n\n\n\n

While employing the mirroring technique, remember to never divulge any information from your side. This is not a friendly conversation where you relate to the other person. Think of it as a two-way mirror, where the person doesn\u2019t know what\u2019s beyond their own reflection. A well-crafted resume can make a significant difference in landing interviews, and you can find valuable insights into pricing for resume writing<\/a> to help guide your decision.<\/p>\n\n\n\n

4. Labels<\/strong><\/h2>\n\n\n
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Quite simply, a label is a question that starts with the phrases \u201cit sounds like\/seems like\/looks like\u201d. These questions serve as qualifiers of intent or circumstance and make your prospect feel like the center of attention. Much like mirroring, this technique also helps move the conversation along when you feel you\u2019ve hit a wall. The combination of labels and mirrors can keep someone talking longer than they intended. They think it\u2019s a conversation. But, only you know it\u2019s a negotiation.<\/p>\n\n\n\n

Let’s use the same example from earlier about the budget. \u201cIt seems like you’re on a tight budget\u201d with a downward inflection, or \u201cIt seems like you’re on a tight budget\u2026?\u201d with an upward inflection will prompt your counterpart to either confirm or deny your label.<\/p>\n\n\n\n

5. The Power of No<\/strong><\/h2>\n\n\n
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Chris Voss swears by the \u201cno-oriented questions\u201d approach to negotiations. In this method, the goal is to get the prospect to say no, instead of trying to get a \u201cYes\u201d right away. Saying no triggers a safe feeling, and a sense of agency. If either party can say no, neither one feels superior or inferior to the other. This lends itself to the negotiation starting on level ground. Every possible question that is designed to get a \u201cYes\u201d can be flipped to a \u201cno-oriented question\u201d.<\/p>\n\n\n\n

Here are the 4 types of no-oriented questions from Chris Voss:<\/p>\n\n\n\n