Objections and Negotiation

When they push back on price, timing or trust, and how to hold your ground politely.

• LAER: Listen, Acknowledge, Explore, RespondWhen a buyer pushes back, let them finish, acknowledge the point, ask what is behind it, and only then respond.Practitioner wisdom
• Feel, Felt, FoundShow you understand the concern, show others had it too, and share what they found.Practitioner wisdom
• When They Say: Too ExpensiveDo not defend or cut the price at once; ask what they are comparing it with, then compare the fee with the cost of the problem.Practitioner wisdom
• When They Say: Send Me DetailsTreat send me details as a polite way out; agree, but ask one question so you send the right thing and book a time to discuss it.Practitioner wisdom
• When They Say: Not NowAccept the timing, ask when the need usually comes up, and agree a date to call back before then.Practitioner wisdom
• When They Say: We Already Use SomeoneRespect the current supplier and ask which roles they find hardest to fill; then offer to take just that one.Practitioner wisdom
• Labeling: Name What They FeelWhen a buyer sounds worried, frustrated or doubtful, name the feeling out loud, starting with it sounds like or it seems like, then stop.Practitioner wisdom
• Mirroring: Repeat Their Last WordsRepeat the last one to three words the buyer said, as a question, then stay silent so they explain further.Solid evidence
• Calibrated Questions: How and WhatWhen you hit resistance, ask an open question that starts with how or what, so the buyer has to think about solving the problem with you.Practitioner wisdom
• Accusation Audit: Say Their Doubts FirstBefore they raise their worst thoughts about you, say them yourself, plainly and calmly.Practitioner wisdom
• Summarise Until They Say: That's RightSum up the buyer's situation, goals and worries so well that they say that's right, before you suggest anything.Practitioner wisdom
• No-Oriented QuestionsAsk questions where no is the answer that moves things forward, because people feel safer saying no than yes.Practitioner wisdom
• Interests, Not PositionsWhen a buyer makes a demand, find the need behind it, then look for options that meet that need without simply cutting your price.Solid evidence
• Know Your BATNA Before You NegotiateBefore any price talk, know your best alternative if this deal does not happen, and theirs, so you can stay calm and know when to walk away.Solid evidence
• Never Give a Concession Without Getting OneWhen you lower your price or add something, ask for something in return, and make each concession smaller than the last.Mixed evidence
• Stay Silent After the PriceWhen you state your price or ask a closing question, stop talking and let the buyer speak first, however long it takes.Practitioner wisdom
• The JOLT Method for IndecisionWhen a buyer wants your help but can't decide, judge how stuck they are, give a clear recommendation, limit their research, and take risk off the table.Mixed evidence
• State Your Fee First, With a ReasonWhen price comes up, say your fee clearly and early, with one line of reasoning, rather than asking the buyer what they want to pay.Strong evidence

Drills

• Fee is too high“10% is too much. We can't pay that.”
• Just send me your details“Sounds interesting. Just send me your details on email.”
• Not this season“We've done our hiring for this season. Maybe next year.”
• We already have an agency“We already work with a big recruitment agency. We're happy with them.”
• Price asked in the first minute“Before anything else, what do you charge?”
• Can you do 6%?“Everyone else does 6%. Can you match that?”
• We've been burned by agencies“Frankly, we've had bad experiences with recruitment agencies. They take money and send rubbish.”
• The buyer who can't decide“Can you send a few more references? I want to be completely sure before we go ahead.”
• Send CVs first, then we'll talk fees“Just send us some CVs. If we like someone, we'll discuss your fee then.”