Do you struggle to get a discount when you’re out sourcing stock or closing face-to-face sales and want to understand why? Today’s article, “Master Buying and Selling: Why Tone Matters More Than Words,” will take you through it step by step.
Introduction
Welcome! Thank you for joining me. In today’s article, we are diving deep into the art of buying and selling. Whether you’re a seasoned pro or just starting out, one thing remains constant: how you say something can be just as important as what you say. This is a skill you can learn, and like any skill, the better you get, the more success you will experience. Let’s explore the importance of tone and how mastering it can transform your negotiations and sales.
In this article, you will see the skills I have developed over years of trading, from polite negotiation techniques and the power of active listening to the impact of a positive attitude and the secrets of closing deals with finesse. By the end, you’ll have the skills to improve your success rate.
Tips
1. Use a Soft, Friendly Tone
When speaking in a negotiation, being right or winning isn’t important. If you are buying or selling, what is important is to use a soft, friendly tone. Being abrupt and rude will get you nowhere.
I have had buyers come up to me and very rudely tell me the item is only worth a certain amount, sometimes half of my asking price. The only thing they succeed in doing is making me dig my heels in and say to myself, “That’s fine, it’s now double the price if you want it.” I have even been at car boot sales where people have been so offended they have smashed the item to prove a point.
On the flip side, I have had people talk to me very politely, pointing out they love the item but ask if I would consider an offer or give them a little discount. I have been far more open to offering a few pounds off. When you feel respected and treated fairly, you are much more open-minded.
2. Allow the Buyer or Seller to Talk
Genuinely listen. Don’t just stand there waiting for them to finish so you can make the deal; be interested and show them you value their opinion.
Allowing the seller to talk can make a big difference in your negotiation. When you engage the seller in conversation about the item, it shows that you value their knowledge and experience. This boosts their ego and makes them feel good, which in turn can make them more open to offering you a discount.
If you are the seller and the buyer is talking about how they remember having one as a child, listen to their story and memories. Sometimes it will just be a story, but once they reminisce, the joy of the memory is what buying antiques and collectibles is all about. Let them talk themselves into purchasing the item. Show you actually care about their story and not just the sale and their money, and it will result in more sales.
3. Pointing Out Flaws Respectfully
It is a great tactic to point out a flaw or a chip in order to get the price down, but there is also a way to do this.
For example, I have had personal experience with buyers who pick up an item, let’s say a Georgian glass decanter, which should be close to £100. Because it has a small chip, I may have priced it at less than half of that. Then, a buyer comes up to me and abruptly tells me how it’s worthless because of the chip. They proceeded to tell me how no one would want it and then offered me a ridiculously low price.
The only thing this tactic does is make me dig my heels in and think, “If it’s so worthless, why do you want it?” This makes me refuse to sell the item to them or even increase the price. In fact, I have put items back in my car to ensure they didn’t send someone else to buy them because they upset me that much.
The way to handle asking for a discount on a flawed item should be along these lines: Let’s use the decanter as an example.
“Hi, I absolutely love your Georgian decanter. I did notice there is a little chip on the rim. Are you aware of the chip?”
Allow the seller to respond, then continue:
“I really do love it and would like to own it; however, I am a little cautious about the damage. Is there any way we can do a little on the price to help me, please?”
This most of the time results in a question of, “How much would you like to offer?” to which I always make a fair offer and never take advantage. Or the seller might say, “It’s already priced low because of the chip, but I can do another £5 off.”
Be respectful of the item (you don’t know what it means to the seller, it could be from a late relative) and respect the seller, and your results will improve greatly.
4. Positivity: Get Results from a Positive Attitude
Have you ever had a great day, a day you have loved, where everything you do seems to go right? The sales are flying out, and you’re finding some amazing stock at really cheap prices?
Okay, on the flip side, have you had a bad day, a really bad day, where you get only difficult customers with worse offers, and all you see are overpriced items with buyers who always say, “It’s worth this on eBay”?
Believe it or not, your mood is creating these good and bad days. The reason it seems like everything kicks you when you’re down is this: when you’re fed up and annoyed, it comes across in your mannerisms. You are abrupt without even realizing it, your facial expressions are off, and you appear closed and unapproachable. This means you’re losing lots of customers who are unwilling to approach you, and the ones who do approach you are likely met with abruptness because they start with low offers.
It’s the same when you’re in a bad mood while walking around. You feel there is nothing but overpriced toys and junk, so you get tunnel vision. You believe nothing is there, so you don’t see it. Also, the reason you may not be getting discounts on the few items you find could be that you’re being rude and abrupt in your tone, even if your words are polite. Your mood controls the outcome of your day through your tone—the tone of your facial expressions and the tone of your speech.
Do you want a good or bad day? Make an effort to be in a good mood and to talk to people as an experiment and you will be surprised at the results.
5. Closing the Deal
If you have had a good rapport with the buyer when you’re selling but still haven’t agreed on a price, give them a little space to think about it. You can always turn to them the second they go to walk away and say, “Okay, we haven’t been able to agree on a price, but what would be the very last price you could do?” or, “For example, we got to £17. Would it help you if I came to £15 as a final offer?” There is always a chance to close a deal until they have left the table.
Final Thoughts
In my honest opinion, I find if you are polite and honest with people, you will get a much better discount. More people will be willing to work with you, and your success will increase. Even if the answer is still no after you have been polite, you have no idea of the real reason behind the no—maybe the buyer doesn’t have the funds or is in a bad situation. Being nice doesn’t cost anything and will help your reputation and brand grow.
