Appendix - Influence Without Manipulation
The appendix to the book summarizes some of the differences between manipulators and influencers - seems a good summary and something that can be meditated upon, so I'm preserving it:
- Learn to use a consistent process rather than situation-specific tactics
- Focus on the process of a sales conversation, rather than being obsessive about the outcome.
- Trust is earned in the process, not demanded in advance
- A commitment must likewise be earned before it is demanded, and demanding it prematurely damages trust and your chances for success
- You must also earn the right to have a conversation with someone before engaging with them.
- Be aware of your "personal feelings" and proceed only if you feel comfortable. (EN: This seems a sloppy shortcut regarding ethics, and it is likely more important to consider the "feelings" of the other party.)
- Lead the other person by asking the right questions, rather than compelling them to accept the ideas you want them to have
- Lead the other person to recognizing their problem, seeing the value of your solution, and realizing its urgency (the cost of inaction)
- Show empathy for the other person's discomfort and recognize it as an opportunity to earn trust
- Honesty is critical to trust - people will eventually discover the facts, even when you attempt to avoid, conceal, or misrepresent them.
- Do not be upset by objections, but see them as an indication that you must continue to problem-solve.
- The implementation of a solution determines whether the customer will be loyal - do not vanish once the contract is signed.