All moves

One move at a time: what most salespeople say, and what to say instead. A new one is added every other day.

Persuasion

• Gold or silver? Never ask a yes-or-no questionGive two options where both answers are a purchase.
• The reverse no: the easiest way to get a yesIt's easier to say no than yes. So ask a question where "no" means "go ahead".
• Stop saying "don't mention it" to customersWhen a customer thanks you, don't erase the goodwill. Say this instead.