You can prepare for a customer meeting until you’re blue in the face, but eventually you will be confronted with something you did not anticipate. Whether it’s a change in the customer’s priorities, personnel, or timing, unanticipated questions or objections, the unexpected can bring the conversation – and the sale — to a screeching halt.
Fortunately, the wonderful art of Improv offers many techniques for dealing with the unknown that are as effective on stage as they are in real life. In my book, “Yes and” is the 1 improv technique salespeople must know in order to successfully navigate any unanticipated customer comment or situation.
“Yes and” is the foundation of all good improv scenes. Just as its name implies, “Yes and” is about saying yes to your customer, but it’s also about making your customer feel heard, building trust, collaborating on a solution, and moving the conversation forward.
The Key Components of
