The Sales Archive real techniques, real sources
Entry 042 of 93Sourced

Labeling

Name the other person's emotion out loud to defuse it and prove you understand, a core Voss tactic.

How it sounds

  1. You It sounds like you're worried this rollout will blow up your timeline.
  2. Buyer Yeah... honestly, that's exactly it.
  3. Result The hostility drains out, now that they feel understood.

The rest of this entry is in the full archive

  • The exact sentence stems that label without sounding like a therapist
  • Why "It seems like..." outperforms "I understand..." every time
  • How labeling a negative emotion drains it instead of feeding it
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  1. You probably think I'm just another vendor here to waste your time
  2. Reacts with relief or surprise instead of defensiveness
  3. You might also be wondering if we can actually deliver on time
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Accusation Audit

Chris Voss, Never Split the Difference (2016)
  1. The manual reporting is killing us every week.
  2. So the real issue is the manual reporting, and it costs a day a week. Right?
  3. They say 'yes, exactly' and open up further.
RapportSourced

Active Listening and Summarising

Carl Rogers, client-centred therapy (1950s)
  1. You're in Malmö? I spent three years there.
  2. They open up, glad to find someone who gets it.
  3. The call shifts from cold to familiar fast.
RapportSourced

Finding Common Ground

Donn Byrne, similarity-attraction effect (1971)