Difficult People During Sales Negotiations: How To Handle Them

Want to Neutralize Difficult People in High-Stakes Sales Negotiations?
When important deals are on the line, negotiations can quickly become personal. Top-performing solution sellers know how to reduce the power of difficult people during sales negotiations and keep discussions focused on outcomes rather than conflicts.

High Stakes Negotiations Are Rarely Simple
When a critical deal is on the line, we know from sales rep assessment simulation data that quieting a vocal critic or regaining the attention of a consistently rude negotiator can feel nearly impossible. Even more challenging: some counterparts may adopt aggressive, intimidating or overtly hostile stances. Yet the most skilled sales negotiators know how to transform confrontation into collaboration, mutual respect, and productive outcomes.

And the sales negotiation research backs it up:

• A study from the Program on Negotiation at Harvard Law School found that individual differences — such as personality traits — account for nearly half (49%) of the variation in negotiation performance and satisfaction.

• Further research by Science Daily shows that when both parties in a negotiation share similar personality traits (even if those traits are “disagreeable”), the interaction tends to finish more smoothly, faster, and with fewer relational conflicts.

When negotiators face counterparts with dysfunctional personality styles (e.g., narcissism, antisocial tendencies, passive aggressive behavior), the risk of deal damage, prolonged sales cycles, and relationship strain is real.  Top  negotiators have strategies tailored for such scenarios.

3 Sales Negotiation Tactics to Reduce the Power of Difficult People During Sales Negotiations
When it comes to difficult people, here are three tactics from high stakes sales negotiation training best practices that help to reduce the power of difficult people during sales negotiations:

1. Use an “I” Message When Negotiating
   Rather than place blame with a statement that begins with “you,” state your own feelings in a statement beginning with “I.” To be effective, the focus needs to be on what you feel about someone’s behavior, not on how terrible the other person is for causing it.Communicating your anger or frustration in this more controlled way is far more likely to defuse the situation and get your sales negotiation back on track.
2. Ask a Question, Simply and Sincerely
   If, as an example, in the middle of your sales negotiation, your counterpart brings up a new objection or request, ask something like, “Is there something that I have missed?”A thoughtful sales question can often make others aware of their irrational behavior and stop it on their own — especially if you can steer the conversation back to what matters most to them and finding common ground.
3. Meet Privately Whenever Possible
   When it comes to difficult people and difficult conversations, it is often best to avoid disagreements with them in front of others, where they may be afraid of losing face.  Create the conditions for the best possible outcome.

The Bottom Line
You never know when you will encounter difficult people during sales negotiations, but now you have three ways backed by sales management training research to reduce their power so they do not take advantage of you or the situation.

Want to know the two sales negotiation tactics your buyers will use 97% of the time to get concessions?  Download The Top 2 Sales Negotiation Tactics to Prepare For Now.