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WINNING WORDS

to use in negotiations, when serving others or in a

sales environment.

NE

GO

TIA

TIO

N W

OR

DS Fair It’s a great word because it implies that all

parties involved will be happy. Everybody wins; nobody loses.

Reasonable If the request or event is common and appropriate, let your counterpart know. This word implies that they are not greedy, bad or trying to take advantage.

Comfortable When we address our concerns for someone else’s comfort, what we are really saying is that we care about them as a person and how they may feel.

SE

RV

ICE

WO

RD

S High Priority Use when checking in with clients to reinforce they are top of mind.

So what I’m hearing you

say is...

Mirroring back what your clients said in your own words lets them know you are fully listening and allows them to clear up any confusion or gray areas.

Let me see what I can do…

Even if you are unsure of next steps, this phrase lets your clients know that you are doing your best to attempt to meet their requests.

SALE

S W

OR

DS Investment

(instead of “cost” or “price”)

Communicates a possible return on what is being spent, creating anticipation for the future.

Compensation (instead of

“commission.”)

“Commission” implies something you get and can sound optional. “Compensation” implies something you earn.

Standard This is a great word to reinforce the feeling of fairness and commonality. It also informs clients that what you are discussing is “not out of the ordinary.” In other words, it is to be expected.

Listen to the episode: Never Split the Difference with Chris Voss #161