Silence, One of the Best Sales Techniques Ever

Best Sales Technique

Silence is an often overlooked communication tool that top salespeople use to keep their customers engaged and moving toward the close.  

On today’s show you’ll discover…

  • …when to use silence to convert shoppers into buyers;
  • …how to avoid common mistakes and
  • …why silence is One of the Best Sales Techniques Ever;

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How to Make More Sales with a Llama

Maintain Sales Control

Have you ever had one of those customers that just seems to run you ragged with questions? What’s in it? Where does it come from? How long have you been selling this? 

If this has happened to you before, you know what it’s like to lose control of the sale.

On today’s show discover:

  • …how to determine who is really in control;
  • …a proven technique for answering customer questions while maintaining rapport;
  • …and how to regain & maintain sales control at any point in the process;  

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Using AAA to Keep Your Sales Out of The Ditch

Keeping Your Sales on the Road

In this episode of the K.O. Sales Coach we’re talking about a deflection technique you can use to keep your customer interaction heading in the right direction.

On today’s show you’ll discover a proven technique:

  • … to maintain rapport;
  • …to keep control;
  • …and to politely move your customer back to the sales process.

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When Customers Interrupt

Has this ever happened to you ? You meet a customer and you greet them with a big smile on your face but before you can even ask their name they interrupt.
“I just want the price!”
“They said it was free”
“Look, I don’t have time for all your mumbo jumbo just tell me how much it is.”
…and that smile on your face? It deflates like a balloon with a slow leak…. you’ve lost control and you’re bracing for a tough customer interaction.

So, why do customers interrupt anyway? What do they want?

Some customers may interrupt to gain control of the conversation, others may be in a hurry  but almost all of them want to know the price.  But, you know if you give the price before you’ve had a chance to establish value |you’re in danger of driving the whole sales process right into the ditch.  And if you refuse to give the price or ignore the customer you’re in the ditch with an angry customer!  So what do you do….?


There is a proven sales technique that allows you to address the customer’s concern while still maintaining rapport and control of the call. The technique is called AAA and it can keep your sales process on the road  and out of the ditch.

Triple A stands for

  • Acknowledge,
  • Address
  • and Ask.

It’s an easy three step process and it works for virtually any interruption your customer makes at the beginning of the sales process. Most of the time, triple A is all you need to get back on track.

Why Does AAA Work?

First it starts with the acknowledgment, it’s positive, and it let’s your customer know you heard them.  By using their name you’re also reinforcing that you’re just two people talking. It’s not a salesperson to customer conversation. You’re continuing to build rapport.

Next, you address the concern and say something like “I’ll be glad to tell you all about the great promotions we’re running today.”

Finally, you ask a question to maintain control and move back to the sales process. Something like “Did you hear about _Cool Product_on the radio?”

But what if your customer asks again? No problem, you’re still going to use AAA but this time you’re going to be a bit more specific when you address the customer’s concern.

“I understand you want to know the price. I want to make sure that Cool product is right for you. Let me ask a few quick questions. Then we can talk about the promotions you heard about on the radio. What health concern prompted your call?”

Often, this is enough to get the conversation back on track. But occasionally you have a very persistent customer who insists on getting the price. The best thing to do if the customer asks a third time is to give them the price and make your presentation.

Trying to deflect again, three times in a row might damage your rapport and set up a combative situation. However, since you haven’t had a chance to build value or get to know your customer you’re not going to close.  Instead, you’ll ask the next logical question to maintain control and pick up the sales process right where you left off.

Remember, most of the time one deflection is enough to get the customer back on the sales process.
As a deflection technique, AAA is very effective.  But it should only be used when a customer interrupts at the top of the sales process.  Using it to answer a customer’s question or to overcome an objection would be like going through a revolving door with skis on… hard to do and just plain weird.

So now you know how and when to use Triple A to deflect customer interruptions. When you Acknowledge, Address and Ask you maintain rapport and control.

Today’s One-Two Punch

Use Triple A and Maintain Control

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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.