Whenever Someone Is Giving You Resistance
1. I can appreciate that.
2. I know what you mean, I’ve been there myself (only if you have been there).
3. I know how you feel. I felt the same way until I found out that...
4. I don't blame you for feeling that way.
5. We belong to the same club.
6. I’m sure I would feel the same way if I were in your shoes.
Inquiring Buffers
1. May I ask?
2. It would be helpful to me if I could understand more about your situation, so may I ask you a few questions?
3. No problem, I can appreciate that. May I ask why? (if people say no to you)
Prospecting Buffers
1. I’m sorry to bother you.
2. Is this a convenient time to talk?
3. Do you have a moment to talk about this now?
4. I don't know if you could help me or not.
5. I’m sorry to bother you. I don't know if you could help me or not, but did I hear you say that you're concerned about...?
Cushion Buffer
1. With your permission...
2. May I make a suggestion? (when you want to close or make an appointment)
Comfort Buffers
1. It’s not my job to inconvenience you.
2. It’s not my intent to inconvenience you.
Agreement Buffers
1. I agree with you, you shouldn't have to do that either.
2. That makes sense to me.
3. I wouldn't expect you to take my word for it.
If You Need to Apologize
1. I think I’ve caused you to misunderstand me. May I re-explain what I mean by that?
2. I want to thank you for bringing that to my attention. (if someone is mad)
3. Oh! I'm so sorry. I did not mean to imply this was a "get rich quick deal." There is hard work involved in this for people who make the big money. May I explain what I mean by that?
4. I can see by your expression that I'm not explaining this correctly.
Face-to-Face Meeting
1. Folks with your permission, I want to show my program to you and I have a tendency to talk to fast and I don't know why, but if I talk too fast as I go through this, would you please slow me down?
2. Mr. and Mrs. Jones, with your permission, as I go through this program, if there's any part you feel uncomfortable with, please stop me. I'm very easy to get rid of. It's not my job to inconvenience you, so please stop me if you see or hear something you don't like. Would you do that for me please?
3. If you feel the least bit uncomfortable, please stop me.
If Someone Is Really Resistant
1. Hey! Welcome to the club and I can certainly appreciate what you're saying. You know something, with your permission; I'll show this program to you. If there's any part of this you feel the least bit uncomfortable with, I'll be the first person to advise you to pass on it.
2. I can appreciate that. I wouldn't want you to be a part of this if you felt the least bit uncomfortable. It wouldn't be good for you, it wouldn't be good for me, and it wouldn't be good for my company. How does that sound to you?
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