2. Don’t be afraid of silence

In any conversation with two or more people, there is a tendency to want to talk all the time to fill any awkward silences or gaps that appear in a conversation.

However, if you think of the conversations that you have with your closest friends or family, you will notice that there isn't the same need to fill these gaps, as silences between you are comfortable. This is generally because you know the other person and the type of character that they are.

Now, if we change this scenario to the sales process you will see that it is a completely different feeling to the one above. Suddenly silence is your worst enemy, the one thing to be avoided during negotiations, the realization that you are losing the sale.

Well actually, that last statement is completely wrong!

Because a person does not say too much during negotiations does not mean that you are losing the sale. Yes, silence can be awkward to some but to those of you who want to win, silence can be your best friend.

During the negotiations, you will ask your customer a number of open questions and that is absolutely the right thing to do. However once you have asked the question, DO NOT fill the space! Resist the temptation to put words into their mouth.

In other words:

"Ask your open question and then say absolutely nothing until they have replied"

No matter how awkward it becomes or how uncomfortable it may seem, leave your customer to reply. If it takes 5 minutes then so be it. They MUST be allowed to reply in their own time without any help from you.

The reason I am pushing this point is that customers (any people in general) do not like silence. They particularly do not long silence and they feel that they have to fill the space up with words. Before you know it they have committed to all sorts of things.

So, don’t be afraid of the silence and let your customers talk their way into your sale.

By Mark Anthony Harrison, a salesman, the Head of Sales for the UK division of a US investment bank.

3. National Styles of Negotiations

Match the nationality and the way of conducting the negotiations.

1. English 2. Chinese 3. American 4. French 5. Arabic

6. Spanish 7. Japanese 8. Italian 9. German

1. They prefer to discuss not only general questions but also details. They appreciate honesty and punctuality. They don’t like having breaks in negotiations.

2. They are very pragmatic. They have a very strong sense of justice. They always play a fair game and try to avoid personal questions. They can listen to the partner very patiently without interrupting. They shake hands only at the first meeting.

3. They prefer the atmosphere of mutual trust during the negotiations. Their tradition is to show hospitality. They try to avoid sharp “yes’ or “no”.

4. They are sincere and have a sense of humour. They like long discussions and pay a serious attention to the peoples’ appearance. They don’t invite partners to their homes.

5. They are very emotional and energetic. They pay attention to having informal relationships with foreign partners. They think that they can criticize the partners only during informal situations.

6. They pay attention to two things during the negotiations: getting information and friendship. They prefer to differentiate stages of negotiating. They like shaking hands while greeting.

7. They start negotiating when they are sure of making the deal. They are very punctual and appreciate it in the partners. They like giving facts and examples.

8. They try to learn all the details during the negotiations but it takes time. They can interrupt the counterparts if they want to criticize them. They are not very punctual. Many important decisions can be made during the business parties (breakfasts, lunches and etc.).

9. They are very hardworking, disciplined and polite. They are punctual. Patience is very important in this country. They don’t like sharp statements. If they want to say “no” they will say “it’s difficult”. If they get a concession they can concede too.