In Part One we saw that, when in the process of buying something you’d like, if you feel you need to negotiate a better situation for yourself with the salesperson working with you, it’s best to do so in a way that is respectful, and keeps the door open to negotiation. Not only is treating someone with respect the right thing to do, it will also go a lot farther in helping you achieve the outcome you desire. After all, when you make someone feel good about themselves (and about you) they have a greater desire to please you.

After utilizing the words, “I couldn’t justify” (in our example it was, “Thank you, Steve. I appreciate the offer. Unfortunately, at that price and the long delivery time, ‘I couldn’t justify’ making the purchase. But I DO appreciate the offer”) you wait for his response. 

If, after a few seconds, he says nothing (and assuming you really want the widget enough to pursue this), simply say: “Steve, what can you offer that would help me to justify the decision to buy?”

That one question, asked with respect, will allow him to provide you with the appropriate answer.

He’ll either come back with something better, or he won’t. There’s no guarantee he will. (Sometimes, it’s a ‘condition,’ not a choice, meaning that he has no room to negotiate further.) The choice will then be yours. However, what I CAN guarantee is that if you’ll proceed with the “I couldn’t justify . . .” response as opposed to a simple (or less than nice) “no”, the odds of him going out of his way to make you happy will increase dramatically.

In a recent two-part series we discussed how to effectively turn down requests you don’t want to accept. Done correctly, you’ll employ tact and kindness while still getting your point across and discouraging continued requests.

That will work for any of life’s situations, whether being asked to serve on a committee or attend an event you don’t wish to attend. It will work just as well in business as it will in social and personal situations.

Now, something a bit different. Imagine you desire to buy a product, however, either the price is too high or another aspect of the sale is unacceptable. How do you turn it down without offending the salesperson and keeping the door open to further dialogue and negotiation?

Doing this correctly is vital; first, because treating people with respect is simply right. And, the most effective way of getting what you desire is to make the other person feel good about themselves, as well as about you.

Have you ever witnessed someone saying, “That’s my final offer – take it or leave it!”? If so, did the person “leave it” even if a decent offer? The ego elicits emotional decisions and, if insulted, people will often make decisions that aren’t even in their best interests. (Yes, even salespeople. They might want the sale but –other than in extreme circumstances – typically not enough to allow themselves to feel abused.)

And, even if they are in a position where they must give in now, they’ll be tempted to somehow sabotage the arrangement and/or do what they can in the future to make life difficult for the offending person.

Another rude and counter-productive way of refusing an offer is, “There’s no way I’ll accept that. You must give me ‘such and such’ or I’m walking!” This then paints the other person into a corner and, if they agree, they have just “backed down.”

On the other hand, we can very pleasantly turn down an offer while allowing that person to “save face” and still understand they need to come back with a better offer. For example:

Salesman Steve: This is the price for the widget, and delivery will be in two weeks.

You: Thank you, Steve. I appreciate the offer. Unfortunately, at that price and the long delivery time, “I couldn’t justify” making the purchase. But I DO appreciate the offer.

You’ve very kindly and respectfully said no, while leaving his self-esteem totally intact. People like Steve want to do business with people like you. Now, say nothing and see if Steve comes back with another offer or asks you what price/delivery time you were thinking.

He probably will do just that. But, what if he doesn’t? There’s a very simple and respectful question you can then ask him. In the next article, we’ll find out what that is.

Meanwhile, what do you think it is?

In Part One it was suggested that whether in the context of an airport newsstand, the local fast food joint or many other business situations, upsells – the selling of an additional product or service (typically related to the original item purchased) either at the time of the sale or immediately afterwards – is a true double win; after all, it provides added value to the customer and extra profit for the business.

So, how should this be handled?

If you’re the Seller: Offer your upsell item or service, but “never” inappropriately pressure the customer into buying it. Not only is it unethical, but this will offend your customer, create bad will and lots of “negative-PR” about you and your company. On the other hand, when handled correctly, your customer will be filled with thanks and gratitude and positive word is even more likely to spread

If you’re the Customer: Understand that you have a choice. You don’t “have” to purchase the upsell item or service just because it is offered. Weigh the pros and cons and don’t be pressured into an immediate answer. It may be for you or may not be (for example, a service warranty might be a good choice if you’re security conscious, but not a good choice if you’re price conscious).

The choice is yours. If you feel any inappropriate pressure or you simply don’t want it, just very politely say, “Thank you. I appreciate your kind offer but I’m going to pass.”

As a business person, ask yourself, “What do I sell that lends itself to an upsell of some sort? What could I offer to dramatically heighten my customer’s buying experience or, at the very least, benefit him or her in some way? Then, see how it works. If the results aren’t what you want, try something else. Test, test, and then test some more.

Then teach everyone in your company how to be like Gail, the cashier and sales professional at Hudson News.

Tara Kennedy-Kline, owner of Tara’s Toy box  posted the following on her Facebook Status Page:

“I was so impressed! The cashier at Hudson News just tried to upsell me a bottle of water with my magazines! I can think of a few salespeople who could take a lesson from Gail at Hudson News.”

I love it. And, I agree with Tara in that great salesmanship – in this case, “upselling” - is great salesmanship regardless of the context. And, when done appropriately and ethically, it benefits everyone involved; the salesperson, the company and – most importantly – the customer.

An upsell is an additional (and typically, related) product – usually less expensive – offered to a customer, either while in the act of purchasing the main product or immediately after just having done so.

While the classic example is, “Would you like fries with your burger?” :-) upsells are used in thousands and thousands of sales situations and with all sorts of products, services, and combinations of such. 

Upsells help the consumer, who may not have thought of something he or she also needs or wants and of course helps the business/salesperson, who increases their profit with an additional sale with no additional expense or overhead. A “win/win” in the truest sense of the word.

Other upsell examples: Service warrantees for an appliance, a discounted price on an additional audio program after having bought the first, the waiter suggesting coffee and dessert with your dinner.

In Part Two, suggestions concerning upsells both for the buyer and for the seller.

On the airport TV was a story featuring a “Top 10 list of Sayings That Annoy People.” I don’t recall what most of them were and found more than a few somewhat suspect in that they didn’t seem to be particularly worthy of annoying anyone. “Then again” I thought, “it is what it is.”

Oh, that’s right…that was one of them. Yes, apparently, people don’t like the saying, “it is what it is.” According to the report, it annoys them.

Actually, I didn’t know that saying was used enough to even be annoying; at least to as many people as it would take to make such a list. In fact, other than when I say it, I rarely even hear it said. However, I guess that doesn’t say much because I don’t watch a lot of mainstream television (Family Guy and The Simpsons aside – D’oh!) and, as a result, tend to be a bit out of the loop with things both very cool and very lame.

I’ve got to say that I think “It is what it is” is a terrific saying.

To me, it’s the ultimate in accepting that something, someone, a circumstance or a situation is…well, what it is, and not trying to deny it being so.

That doesn’t mean we can’t try and change it. If it’s worth changing and if there’s a chance of actually being able to do so, why not? And, if it isn’t, then we don’t try and change it and simply accept its “is-ness.”

Things are what they are and…well, “is what they is.”People are people. They often act in ways that are difficult to understand and in ways that are hurtful. Circumstances often put us in very uncomfortable situations. Events happen that can, at times, put a real wrench in our plans. Life itself can be very confusing and confounding. It is what it is.

Why is it that way? I don’t know. Perhaps it’s part of what Jim Rohn calls, “The mysteries of life.” They certainly can be, can’t they?

Sometimes, we can both affect and effect whatever “it” is. Other times we cannot. Part of wisdom is knowing the difference. Change what you can; accept what you cannot.

But, in making those decisions, when we realize that “it is what it is” we are in a much better position to operate out of strength and intellect; thus increasing the odds that we deal with it effectively and make the correct choice.

I just hope that wasn’t too annoying.