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What do I do about persistent refunds?

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This week’s question from my portal “The Neagle Code: Directions
for Life”
comes from someone who wishes to remain anonymous
.

Neagle                                               Code Question

Hi David,

I need sales help. Actually I am doing well at making sales, but I’m not doing so well at KEEPING the sale. It seems like every time I make a sale, a couple days later I get an email telling me that they changed their mind, and they want a refund.

What am I doing wrong?

Thanks!!

Neagle                                               Code Answer


Great question.

If you’re getting people who are changing their mind after an initial sale, it means that you may be missing a key component in your sales conversation.

One of the most overlooked parts of a sales conversation actually happens AFTER the sale has been made.

Let me explain.

Once the sale has been made and you have received a deposit, it is crucial for you to continue the conversation by telling them what to expect.

Example:

“You know, you’ve just made a big decision to invest in yourself and grow. And we know that anytime your ego feels threatened you will create circumstances in your life to get you to change your mind or to stop moving forward. So let me ask you something. What’s going to cause you to change your mind?”

This accomplishes two things. It lets them know what to expect so if they start to create chaos, they can quickly identify it for what it really is. And second, if they decide to change their mind, you can resell them using their own words.

Example:

“When we spoke a couple of days ago, you said that overwhelm can derail you. Now you’re telling me that you are overwhelmed and can’t move forward. Isn’t this interesting? Your ego is paying a mind trick on you, so let’s go back to the truth…. (and then you re-engage them in the resale conversation).

If you end your conversations using this technique, you’ll find that your new clients will feel well informed and will be more likely to stick with their initial commitment.

Just Believe,®
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