| Have you ever been in a sales situation, thought | | | | when making your request, so too you want to |
| you had a customer's commitment to do | | | | listen to hear if others are using tentative words |
| something and later discovered that they had | | | | when responding. |
| reneged on what you thought was an agreement | | | | If they say, "I think so" or "I'll try" or "Sounds |
| between you? | | | | good" or anything other than "Yes," you don't |
| Or have you ever given feedback to an | | | | have their full commitment. These tentative |
| employee, felt certain that he or she would | | | | words suggest that they still have concerns about |
| change behavior only to later discover that | | | | what you are asking them to do. |
| nothing had changed? | | | | 3. Listen to their tone of their voice if they say |
| How do you know when people are committed to | | | | "yes" in response to your request. |
| doing what you are asking them to do and not | | | | A person's tone of voice gives a lot of |
| just pretending to agree to get you to go away? | | | | information about whether you have his or her |
| There are both verbal and nonverbal clues that | | | | commitment. Does their "yes" sound firm or |
| will give you a good indication of whether people | | | | tentative? |
| will, in fact, do what you have asked them to do. | | | | Especially don't accept a nod of the head that |
| Some of these depend on the way you ask while | | | | seemingly indicates agreement. Ask if that head |
| others depend on the way they answer. | | | | nod means "yes" and listen to their tone of voice |
| 1. Use powerful words when you ask people to | | | | when they respond. |
| do something. | | | | 4. Watch their eyes when you ask. |
| When you make your request ask, "Will you (buy | | | | If they maintain eye contact with you, you most |
| my product, use my service, change your | | | | likely have their commitment. If they look away, |
| behavior)?" Do not use tentative words like "Could | | | | you may not. |
| you?" "Would you?" or "Might you?" | | | | 5. Only "yes" means "yes." |
| A person "could" change, "would" change" or | | | | If you hear anything other than a firm "yes," ask |
| "might" change, but, in fact, "will" he or she | | | | why they are uncertain. You want to be in the |
| change. | | | | room when people express their doubts so that |
| Changing is an act of will. You want to be sure | | | | you can answer them. |
| they have the "will power" to do so. | | | | The way to confront uncertainty is to say, |
| You may be reluctant to be this direct. Certainly, | | | | "Sounds like" (if you notice something in the way |
| you want to ask "Will you?" with a tone of voice | | | | they speak) or "Looks like" (if you notice that |
| that is assertive and not aggressive. However, if | | | | their nonverbal behavior suggests less than full |
| you're not direct when you make your request, | | | | commitment) "you're uncertain." If they respond |
| don't expect to get a direct response in return. | | | | that they are uncertain ask, "What concerns do |
| 2. Listen to the words others use when | | | | you have?" |
| responding to your question, "Will you (do what | | | | Remember that every complaint contains the |
| I'm asking you to do)?" | | | | seed of an unmet need. Bringing concerns into the |
| Just as you don't want to use tentative words | | | | open will give you a chance to meet that need. |