放心，您隨時可以反悔 《好好說話！》1:2 — Relax, You Can Change Your Mind Any Time
總結: 如果你想說服別人，你要給他們返回的機會，讓他們願意邁出第一步。當他們一開始，就很難回頭。
Summary: If you want to persuade people, you have to give them the ability to change their minds. Because once they take the first step, they are unlikely to change their minds.
以下是我的英文翻譯，後面還有我從英文再次翻譯回中文的文章。想看原文的朋友們可以用這個連結 —
1. When facing someone struggling to decide, the more you hurry them, the more they might retreat.
2. Once people have made the first step, they usually won’t turn back.
A Situation You Might Encounter
I’m a salesperson. When I’m selling products, I sometimes finish discussing all of the products’ pros and cons, and the person also seems moved, but in the end they say they need to think about it. What should I say to let them make a decision and buy my product?
It’s often said: “This fruit juice machine is the last one available today, tomorrow it won’t be this price!”
A better way of saying it: “If you buy this juicer today, and are dissatisfied in any way, don’t worry, within seven days you can return it anytime you want.”
Why You Should Speak This Way
“Struggling to decide” often just means “Just missing one step before deciding.” In other words, this is the moment when your persuasion is closest to succeeding.
The closer you are to this key moment, the more you shouldn’t be anxious. Watch for how hard you are grasping things, all you really need is a gentle “push.”
And how should you perform this final “push” so that people will not reject it?
Lots of people think, when the other party is dithering, the most important thing is to harry them into making a decision. For example, when you face a hesitating client, tell them, “If you don’t buy this today, you won’t have an opportunity tomorrow.”
This kind of trick might work on a non-worldly newbie, but there are “last day discount” advertisements everywhere, pushing us into an indiscriminate today (?) and the results are more and more ineffective.
In other words, the more anxious your attitude, the more you make others feel like they have no choice. Under this kind of pressure, people who are afraid of making mistakes will make people stall. The other party was already standing at the crossroads, but with your one push, they retreat.
So, the better way to handle this is to tell people: “Don’t worry, you can make a decision now, and change your mind any time,” thus reducing their pressure to decide. If they feel, well at least I still have a chance to change my decision, why not give it a try? then they will have a difficult time finding a reason to reject you.
Actually, a lot of salespeople have pushed so much, they’ve created a “return product because unhappy with the product” phenomenon. The point of service is to preserve client power, and also to push clients to make a decision.
Even if there is no refund policy, you can still use this principle in your speech.
For example, if you were a car salesmen: Let’s say you saw a client hesitating to decide. You could say:
“Sir/Madame, I know you think this car is pretty great, but you can’t quite decide, right?
That’s okay, let me give you some advice: you can decide to pay a little today and take the car home, then think about it, so that you can prevent someone else from snatching it up.
You can change your mind any time this week. And don’t worry, if you do change your mind, we’ll return your full deposit.”
This line won’t force the other party to pay anything that they can’t take back, so it’s virtually non-reject-able. As long as the other person takes the first step, you’ve already succeeded over half. Because regret means one has lost the time and energy one already spent while making the decision.
Moreover, whatever one has got in the hand (for example, products one can “return anytime”) means that the thought of giving it back equals making another decision. Most people won’t be willing to do it.
This is why no matter how much you talk about the person’s power to get a refund, not many people will actually take the refund.
Extend Your Thinking
- As long as people take the first step, they often won’t turn back. But because of this, when they are making a decision, the thing that they’re most worried about is “not being able to take back their arrow, there is no regret medicine in this world.” If you want to get over this level of concern, you have to promise the other party they have the power to change their mind.
- Don’t worry, most people won’t really change their minds, because changing their minds requires giving up what they already have. And psychological research tells us, people value what they possess more highly, and it’s hard for them to give it up. This is why even if salespeople give a refund guarantee, they don’t have to worry about losing their money.
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翻譯回中文
1. 當你面對無法做決定的人，你越催他們，他們越會往後退
2.當人家邁出第一步，他們通常不會反悔
你可能會遇到的情況
我是一位推銷員。當我在賣產品時，我偶爾會把產品的特點缺點都說完，客戶也看起來有所感動，可是最後還是會說他們需要時間想想。我應該說什麼才能讓他們決定買我的產品？
常見的說法：「這台果汁機是唯一剩下來的喔，明天不會是這個價格！」
更好的說法：「如果你今天把果汁機買回家，而覺得有任何不滿意，放心，七天以內你隨時都可以帶回來還。」
為什麼妳要這樣說
「做不了決定」通常意謂著「只差一小步才能做決定。」換句話說，這是你最靠近成功說服別人的一刻。
你越靠近這一刻，你越不能緊張。注意自己有多用力的抓緊東西，你其實只需要輕輕的「推」一下就好了。
而你要怎麼「推」別人才不會拒絕呢？
很多人以為，當對方做不出決定，最重要的是把他們逼到做出決定。例如，當你面對一個還沒做決定的客戶，就告訴他們：「如果今天不賣，明天就沒有機會了。」
這種手段可能對不懂事的菜鳥有效，可是「最後一天打則」的廣告到處都是，讓我們越來越不會被這種東西影響，效果也越來越差。
換句話說，你的態度越著急，你越讓人家感到不得不買，在這種壓力下，害怕做錯決定的人不會往前走。對方已經站在十字路口，你的一推，就讓他們往後推。
所以，更好的方法就是告訴別人：「放心，你可以現在做決定，以後隨時都可以改變主意」，這樣才能減少他們做決定的壓力。如果他們覺得，反正我還有機會改變主意，那為何不試試看？那他們就很難找出理由拒絕你。
其實，很多推銷員把客戶推到推出一種「因為後悔而還東西」的現象。服務的重點是保護客戶的選擇權，也是推著客戶，讓他們做決定。
就算沒有退款政策，你還可以用這個說法。
例如，如果你是賣車的：假設你看到客戶不願意做決定。你可以說:
「先生／太太，我知道你覺得這一部車很棒，可是您還不太能做決定，對吧？沒關係，讓我給你一個建議：您可以先付一小部分的錢，把車子拿回家，再想想看，這樣才能避免別人把車子賣掉。這禮拜內您隨時都可以改變主意。而且請您放心，如果你改變主意的話，我們會退還你的存款。」
這一句不會讓對方付出他們收不回的代價，所以它不太可能會被拒絕。只要對方邁出第一步，你已經成功超過一半。因為後悔表示人家已經失去他們劃過的時間和精力。
而且，人家拿在手上的（例如：「隨時可以退貨的產品」）表示退還的想法等於又要做決定。大多數的人不會願意做。
這是為什麼不管你多強調對方有權利退貨，不多人真的會退貨。
延伸你的想法
- 只要人家邁出第一步，他們不會回頭。可是就是因為這樣，當他們在做決定時，他們最擔心的就是：「不能把劍收回，世界上沒有後悔藥。」如果你想對抗這程度的擔心，你必須答應對方他們有權利改變主意。
- 別擔心，大多數的人不會改變主意的，因為改變主意需要放棄他們已經擁有的。而心理學研究告訴我們，人們把自己有的東西評估的更高，難以捨棄。這就是為什麼當推銷員給了退款保證，他們不用擔心賠錢。
