MODULE 12
PERSUATION, NEGOTIATION,
AND NETWORKING
PERSUATION AND RATIONAL AND LOGICAL
PERSUATION
NEGOTIATION It combines the request of the
Persuade a potential customer of your pressure approach with logical
product / service and negotiate with arguments supporting the request.
them for a good deal! EMOTIONAL
PERSUASION
A process aimed at changing the attitude or behavior of
a person or group of people regarding an event, an idea,
an object through words, information, feelings, reasoning
or the combination of all these aspects.
UNDERSTANDING
THE OTHER
RATIONAL AND LOGICAL
PERSUASION
Win the Minds!
Provide logical, rationale arguments and strong evidence for the feasibility
of the idea.
Point out the benefits for the other of your suggestion.
Show that you have specific knowledge about the product or service –
show that you are an expert.
Give other forms of authority to prove trustworthiness, credibility, and
competence (e.g. title).
Give two-sided information (extreme messages provoke backlashes),
present potential pitfalls and demonstrate how you will deal with them.
EMOTIONAL
PERSUASION
Win the Hearts!
Use vivid descriptions, metaphors, and
personal stories to connect on an emotional
level.
Stress common ground and common interests
and similarities between you and the other.
Show enthusiasm for your own idea and
confidence.
Create a positive atmosphere by showing
emotions and giving compliments (if
appropriate).
Have a proper appearance.
UNDERSTANDING
THE OTHER
Read the other to adapt your persuasion tactics!
Monitor reactions and assess the body language to
understand the other’s attitude towards your idea.
Is the other hostile or neutral?
Use humor, stories, or personal experiences to
warm up the other.
Focus on areas of agreement.
Demonstrate your expertise and cite experts.
Stress that you are looking for a win-win
situation.
Identify benefits the other would value.
Keep it simple and present only three compelling
points.
Is the other uninterested?
Stress your credibility.
Keep your message simple and
straight.
Create an emotional bond by
stressing common interests.
Is the other skeptical or resisting?
Express understanding of their
concerns.
Let the other challenge you and
show that the concerns are
uncalled-for.
PERSUASION AND
NEGOTIATION TACTICS
Ask questions and let the other persuade himself!
Ask leading or rhetorical questions to let the
other feel that s/he made the decision
him-/herself.
Ask conditional or summarizing questions to
commit the other to an agreement.
Ask informative questions to get feedback.
BARGAINING TACTICS
Use bargaining tactics & avoid being a victim of them!
We try to repay in kind what another person
has provided us (uninvited debts).
We feel a pressure to behave consistently.
ROLE PLAY: PERSUADE A
POTENTIAL CUSTOMER OF YOUR
PRODUCT / SERVICE!
Guide your potential customers
to take action.
To encourage them to take action, some
call-to-action examples you may want to
use are “Enjoy free shipping!”, “Sign up
for a 30-day free trial”, or “Money-back
guarantee” - anything to establish
rapport and trust.
ROLE PLAY: PERSUADE A
POTENTIAL CUSTOMER OF YOUR
PRODUCT / SERVICE!
Win the mind of the customer: Logical, rationale arguments and strong
evidence; benefits for other.
Win the heart of the customer: Connect on an emotional level;
enthusiasm; common ground.
If your customer is hostile, neutral, uninterested, or skeptical apply
the respective persuasion tactics.
Ask questions for self-persuasion and to get commitment: Leading,
rhetorical, summarizing, informative questions.
Try out bargaining tactics: Door-in-the-face; That’s-not-all; Foot-
in-the-door; Low-balling.
HOW TO INCREASE CREDIBILITY
FOR LONG-TERM RELATIONSHIPS
Trust
Tell both sides of the story (the best, worst, most likely).
Deliver on your promises and commitments.
Listen to others’ concerns and take them seriously.
Show that you have other people’s interests in mind.
Expertise
Gather all information relevant for your idea (from knowledgeable
people, official statistics and reports, business journals).
Get information that supports your idea and that contradicts your
idea to be well prepared for discussions.
Get first hand experience (talk to potential customers).
Show your credentials.
PERSUASION NEGOTIATION
To make someone The process of
do or beleive discussing somthig
something by with someone in
giving them reason order to reach an
to do it. agreement.
5 PRINCIPLES FOR ENTREPRNEURS
PASSION
HUMBLENESS
RESPONSIBILITY
LEADERSHIP
PATIENCE
MAINTAINING SOCIAL RELATIONSHIP
WHAT IS SOCIAL RELATIONSHIP?
In business, it is the process of handling a business' interaction with customers
through social media platforms or called the Social relationship management (SRM)
[related specifically to social media interactions] or social customer relationship
management (CRM) [which involves managing customer engagement with the company
in general].
HOW TO MAINTAIN A SOCIAL RELATIONSHIP IN BUSINESS?
There are few tips to maintain a business social relationship which
are: Offer value to others
Regularly check in
Learn and share about goals
Be yourself
Ask for feedback
Express your gratitude
Give praise and encouragement
WHY IS MAINTAINING BUSINESS
RELATIONSHIPS IMPORTANT?
Keeping up with business contacts is crucial for career
advancement. You can expose yourself to new job
opportunities and projects when you possess the
capabilities to network with the others. Other
specialists can be a great resource for
recommendation, fresh insights, and the acquisition of
new skills. Having relationships with a diverse range of
people can make you extra well-rounded and
empathetic.
EXAMPLES OF SOCIAL BUSINESS
RELATIONSHIPS
CUSTOMERS
VENDORS
POTENTIAL CUSTOMERS
BANKS
STOCKBROKERS
THE MEDIA
SERVICE PROVIDERS.
METRICS TO KNOW THE SUCCESSFULNESS
OF BUSINESS SOCIAL RELATIONSHIP.
CUSTOMER REFERRALS
CUSTOMER RELATIONSHIP SCORES
NET PROMOTER SCORE
FIRST CONTACT RESOLUTION RATE
PERCENTAGE USES OF OUR PRODUCT
CUSTOMER HEALTH SCORE
CUSTOMER RELATIONSHIP SPEND
CUSTOMER HAPPINESS SCORES
SOCIAL MEDIA INTERACTIONS
REPEAT BUSINESS
CUSTOMER CHURN RATE
CUSTOMERS’ REPORTED EXPERIENCE
WHY IS MAINTAINING BUSINESS
RELATIONSHIPS IMPORTANT?
Keeping up with business contacts is crucial for career
advancement. You can expose yourself to new job
opportunities and projects when you possess the
capabilities to network with the others. Other
specialists can be a great resource for
recommendation, fresh insights, and the acquisition of
new skills. Having relationships with a diverse range of
people can make you extra well-rounded and
empathetic.
THANK YOU!