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FBI Negotiator Shares Negotiating Tricks - Business Insider

Stashed in: Negotiation, @bakadesuyo

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Here's the script from Chris:

  1. Do a little homework. Find out what they're offering new customers.
  2. Late night FM DJ voice. Speak in calm, measured tones and smile as you talk.
  3. Start with "I'm sorry." It grabs their attention and empowers them.
  4. "This is going to sound harsh…" It sets them up for something big and makes whatever you say a relief.
  5. Turn a complaint call into an appreciation call. This is forced empathy. They'll want to help you.
  6. A focused comparison with an open-ended question. And it's probably going to bring your bill down a lot.

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