Wednesday 28 November 2012

Indirect Approach Type of Message Bad News or Refusal Opening (Buffer) Stay neutral. Open with appreciation, assurance, cooperation, or a pleasant aspect of the situation. Explanation Give the reasons first. Decision The decision should be clear but can be implied. If implied, make it clear by what you state in the explanation and counter proposal. Counter Proposal Offer an alternative whenever possible. Close End with a good-will message and/or action request if offering a counter proposal. Tips Use the right voice. Use the “I/we” voice or passive voice. Be careful of phrases such as “You claim …” or “You state …” Be clear, but not blatant. Don’t put the decision in a paragraph by itself. You can put it at the end of the explanation paragraph. If the explanation is short, you can sandwich the decision in the middle of a paragraph that includes the explanation, decision, and counter proposal. Reframe. Rather than focusing on what you can’t do, focus on what you can do. Use a neutral subject line in emails and memos. Don’t slap them in the face with the bad news. Don’t be impersonal. Avoid form letters, form postcards, form emails. Send a personally-addressed message. Scenario: You have just cancelled a series of seminars which you have asked a particular instructor to participate in. You must now write her and let her know that her session has been cancelled. BigDeal Auto Ž 753 Atuo Dr. Phone: 555-333-8534 Moon Valley ST 12345 www.BigDeal.com August 31, 20XX Cindy Crawfordson Event Planner Xylon Corporation PO Box 1212 Biz City ST 98765 Dear Mike, I appreciate getting your letter concerning your recent visit. However after investigating thoroughly, I would like to help clarify a few points. First I am rather shocked of how quickly you are willing to throw such a fantastic dealership away. I have news for you Mike; this is the best dealership with the best people, with the best service after the sale anywhere. Our customers are treated better than any business treats their customers. Just because we couldn’t do your figures does not mean that we are wrong and certainly not worth discarding. Secondly, we thought we were doing you a service quoting the bottom dollar. All of our customers who have bought from us previously enjoyed this treatment. We didn’t want to play the game of starting high. We thought we had earned your trust enough so we wouldn’t need to play that game. If you want us to play games with you, please tell us up front and we will mark ours way up and then discount down so you feel like you have won. Third, you honestly believe we would have quoted you a figure with 3000 dollars left in it? come on Mike, how would you have felt about us, buying from us before and you being able to beat our deal by 3000 dollars from another dealer? By your way you want to do business puts us in a no win situation. Tell us where we can possibly win with you. Mark up our vehicle so we can give it up later, with the possibility of you leaving and being able to beat those figures by another dealer is ludicrous. Mike, buying a vehicle should mean so much more than price. In today’s market, I believe vary strongly in where you buy your vehicle is also where you service your vehicle. You should never have to miss out on our service. Our preferred customer program is worth over 2000 dollars that you don’t pay one extra cent for. And with our guaranteed price beater, you will simply pay more than you need to and miss out on the best Service Department in town if you buy elsewhere. To summarize, Mike, you are an intelligent buyer, to quote you “the offer on both vehicles was close to what I was expecting.” When we quote a previous customer, we want to offer the best deal first, not making the customer fight for their best deal. You buying form us previously earned the right not to fight. I suspect if we would have quoted 3000 dollars over what you expected, we would have a bigger problem. Would you have thought we were treating you fairly being so much higher than you anticipated? Thanks Mike for your feedback. We want to sell you again and take care of you after the sale. We will beat any deal and service you like no other. I’m sorry our price quote didn’t have 3000 dollars mark up, sometimes bottom line means bottom line. Thanks, I want your business Sincerely, Lola Lake Lola Lake, General Manager

 

Indirect Approach

Type of Message

Bad News or Refusal

Opening (Buffer)

Stay neutral.  Open with appreciation, assurance, cooperation, or a pleasant aspect of the situation.

Explanation

Give the reasons first.

Decision

The decision should be clear but can be implied.  If implied, make it clear by what you state in the explanation and counter proposal.

Counter Proposal

Offer an alternative whenever possible.

Close

End with a good-will message and/or action request if offering a counter proposal.

 

Tips

Use the right voice.

 

Use the “I/we” voice or passive voice.  Be careful of phrases such as “You claim …” or  “You state …”

 

Be clear, but not blatant.

 

Don’t put the decision in a paragraph by itself.  You can put it at the end of the explanation paragraph.  If the explanation is short, you can sandwich the decision in the middle of a paragraph that includes the explanation, decision, and counter proposal.

 

Reframe.

 

Rather than focusing on what you can’t do, focus on what you can do.

 

Use a neutral subject line in emails and memos.

 

Don’t slap them in the face with the bad news.

 

Don’t be impersonal.

 

Avoid form letters, form postcards, form emails.  Send a personally-addressed message.

 


Scenario: You have just cancelled a series of seminars which you have asked a particular instructor to participate in.  You must now write her and let her know that her session has been cancelled.

 

753 Atuo Dr.                                                                                                    Phone: 555-333-8534

Moon Valley  ST  12345                                                                                  www.BigDeal.com

 

August 31, 20XX

 

Cindy Crawfordson

Event Planner

Xylon Corporation

PO Box 1212

Biz City ST  98765

 

Dear Mike,

 

I appreciate getting your letter concerning your recent visit.  However after investigating thoroughly, I would like to help clarify a few points.

 

First I am rather shocked of how quickly you are willing to throw such a fantastic dealership away.  I have news for you Mike; this is the best dealership with the best people, with the best service after the sale anywhere.  Our customers are treated better than any business treats their customers.  Just because we couldn’t do your figures does not mean that we are wrong and certainly not worth discarding.

 

Secondly, we thought we were doing you a service quoting the bottom dollar.  All of our customers who have bought from us previously enjoyed this treatment.  We didn’t want to play the game of starting high.  We thought we had earned your trust enough so we wouldn’t need to play that game.  If you want us to play games with you, please tell us up front and we will mark ours way up and then discount down so you feel like you have won.

 

Third, you honestly believe we would have quoted you a figure with 3000 dollars left in it?  come on Mike, how would you have felt about us, buying from us before and you being able to beat our deal by 3000 dollars from another dealer?  By your way you want to do business puts us in a no win situation.  Tell us where we can possibly win with you.  Mark up our vehicle so we can give it up later, with the possibility of you leaving and being able to beat those figures by another dealer is ludicrous.

 

Mike, buying a vehicle should mean so much more than price.  In today’s market, I believe vary strongly in where you buy your vehicle is also where you service your vehicle.  You should never have to miss out on our service.  Our preferred customer program is worth over 2000 dollars that you don’t pay one extra cent for.  And with our guaranteed price beater, you will simply pay more than you need to and miss out on the best Service Department in town if you buy elsewhere.

 

To summarize, Mike, you are an intelligent buyer, to quote you “the offer on both vehicles was close to what I was expecting.”  When we quote a previous customer, we want to offer the best deal first, not making the customer fight for their best deal.  You buying form us previously earned the right not to fight.  I suspect if we would have quoted 3000 dollars over what you expected, we would have a bigger problem.  Would you have thought we were treating you fairly being so much higher than you anticipated?

 

Thanks Mike for your feedback.  We want to sell you again and take care of you after the sale.  We will beat any deal and service you like no other.  I’m sorry our price quote didn’t have 3000 dollars mark up, sometimes bottom line means bottom line.

 

Thanks, I want your business

 

Sincerely,

Lola Lake

Lola Lake,

General Manager


 



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