A Simple Technique to Deflect and Maintain Control

We all know how important it is to establish rapport with our customers. We only have a few seconds at the beginning of our interactions to make some sort of a connection and begin developing a dialog. However, a lot of customers have something else on their mind. They want to know the price.

It makes sense, the price is an important part of the decision-making process a buyer goes through. But we know that if we give the price before we’ve had a chance to establish value we’re in danger of losing the customer (a no win situation).

What if there were a polite way to deflect the customer from the price, while still maintaining rapport and control of the process? Well, as you may have guessed, there is! The following presentation walks you through how AAA can help you deflect at the beginning of the sales process.

Review this on-line presentation to learn how AAA can work for you.

It’s important to note that if the customer persists a third time it’s better to present the offer. However, since we haven’t had a chance to uncover the customer’s needs or hot buttons we shouldn’t close (unless you hear a really strong buy signal). Otherwise, the best approach is to ask the next open-ended question that makes sense and return to the probing stage of the sales process.

One – Two Punch:

Use AAA to deflect up front  = you’ll maintain rapport and close more sales.


Using a 3 x 5 index card write the #1 at the top on one side to indicate your first deflection. Use triple A to write out how you’ll deflect the 1st time.

Flip the card over and write #2 at the top and write out how you’ll deflect if the customer asks a second time.

It can be helpful to refer to these cards initially until AAA deflection becomes second nature for you.



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