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Sales Savants, Welcome Back! Here’s another game-changing lesson from "Never Split the Difference." Last time we talked about embracing "no" - now let's dive into Chapter 5, where Chris Voss reveals how two simple words can completely flip the script in your sales conversations. Ready to unlock a superpower that costs nothing but delivers massive results? Let's go!

Key Learnings

Chapter 5 focuses on a technique that sounds deceptively simple but packs an incredible punch: triggering "That's right." When someone says these two words, they're not just agreeing with you - they're experiencing a moment of genuine breakthrough.

The difference between "that's right" and "you're right" is night and day in sales. When prospects say "you're right," they're often just trying to end the conversation. But "that's right" signals a true connection - they feel understood at a deeper level.

Voss teaches that before people can consider new ideas or solutions, they need to feel truly heard. The path to "that's right" involves summarizing both their situation and the emotions behind it. This combo of rational acknowledgment and emotional validation creates a powerful psychological shift.

For salespeople, mastering this technique means moving beyond feature-dumping and instead becoming masters of understanding and articulating your prospect's world. When they feel you truly get their situation, resistance melts away and the path to closing becomes much clearer.

Top 5 Takeaways

1. "That's right" represents a breakthrough moment when your prospect feels completely understood - it's worth infinitely more than a quick "yes."

2. "You're right" is actually a brush-off - when people say this, they're usually just trying to end the conversation without committing.

3. Use summaries and paraphrasing to show understanding, but add emotional labeling to really connect and trigger "that's right."

4. Before people can accept new information or solutions, they need to feel their current position is completely understood.

5. Creating "that's right" moments builds trust and rapport that makes the rest of your sales process dramatically easier.

Daily Implementation

Transform your sales conversations with these practical steps:

Practice active listening on steroids. Before presenting solutions, take time to summarize what you've heard from your prospect - both their situation AND how they feel about it.

Create a "that's right" script template. After discovery calls, write out: "So what I'm hearing is [situation summary]... and this has left you feeling [emotional label]." Customize this for each prospect.

Build "proof statements" into your pitch. These are statements that accurately describe your prospect's world and challenges before you ever mention your product.

Replace "Do you understand what I'm saying?" with "Have I understood your situation correctly?" This subtle shift puts the focus on their needs rather than your pitch.

Set up specific checkpoints in your sales process where you deliberately seek "that's right" moments before moving forward. These become your green lights for advancing the sale.

Record your calls (with permission) and count how many times you trigger positive affirmations versus how often you're talking about your product. Work toward increasing the ratio of understanding to pitching.

Remember, sales superstars don't win by having the perfect pitch - they win by making prospects feel perfectly understood. When you master triggering "that's right," you're not just selling a product - you're building the foundation of trust that leads to long-term customer relationships.

Your Move: From Understanding to Closing

This week, make it your mission to create at least three "that's right" moments with prospects. Notice how the energy of the conversation shifts afterward. What happens when people feel truly heard before you present solutions? Share your wins and challenges with your team - and watch how this simple technique starts transforming your sales numbers!