Always address underlying interests instead of just the stated positions.
Navigating Customer Requests SCENARIO · CUSTOMER NEGOTIATION Laura needs to address a customer's request for a discount that could impact margins. The situation 0:00 The exchange 0:03 The takeaway 0:36 Laura James, I see the customer wants a discount, but let’s dig deeper. 0:08 James They say it’s about pricing, but we need more. 0:11 Right. Their real interest might be getting more value for their budget. 0:15 So, how do we address that while protecting our margins?
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