Siyabonga Nhlengethwa's Key Ideas from Exactly What to Say
by Phil Jones

"Most People.."

Indecision is usually caused by the anxiety and uncertainty of the outcome. People have confidence in making choices that other people have taken and have benefited from.

• Adding "most people" does will make you seem more confident in the suggestions given.

Example

Most people will grab this opportunity, it might not happen again

• "The Good News is .." this phrase is very much relieving to anyone in any situation.

• As much as we seek out drama we also love to see conflict resolution.

Example

The good news is we already have a backup ready to restore the damage

Your prospect is your greatest ally,

Asking for a favor is powerful,

• Cue: ask this will be when someone says "thank you".

Example

"Can I ask you a favor to refer this to someone you know will get value from this product"

"Just imagine..."

"We are hardwired for narrative: stories help us understand the world around us, empathize with others, analyze the past, and make decisions for the future."

• Stories invoke our imagination this is a powerful trigger in tapping into the emotions

Example:

Just imagine how things will be in six months once you have implemented this.

"What Do You Know?"

Googling has made 21st-century man the expert on everything in the world. Your prospect assumes that they are the expert in their field so find out what they know.

•  Take control of the conversation

•  The magic phrase "what do you know?' moves the other person’s position “from one of certainty to one of doubt.” 

Example:

• What do you know about everything that has changed since (insert event)?

"How Would You Feel If?"

We all have a great fear of losing what we own -what is MINE.

• Tap into those emotions of potentially losing something valuable

Examples: 

• How would you feel if this decision led to your promotion? (the “if-success” trigger; “loss aversion” in absentia).

"Just Out of Curiosity"

Be curious about the other person instead of trying to convince them to find out why and how they think the way they do.

Examples

• Just out of curiosity, what is it that’s stopping you from moving forward with this right now?

Avoid analysis paralysis ( inability to choose when we have to choose from several options.)

• Offering only three options; afterward, just ask the other person

Example:

“Of those three options, what’s going to be easier for you?”

Keep It Simple Stupid

Buying is an emotional experience where logic takes second place. 

What is the problem you want to solve, and what value are you trying to add to the other person's life?