It's an all too familiar situation: the prospect stops making eye contact, the energy dips, and you can feel the deal slipping away... Most reps power through their pitch. The best ones stop and ask a simple question that changes everything, “Can we talk about that?”
Emotional hesitation, not logical reasoning, is behind most lost sales. Yet many salespeople avoid addressing emotions because it feels uncomfortable or “off-script.” In reality, it’s the fastest way to rebuild connection and uncover what’s really holding things back.
When you acknowledge what you sense, hesitation, frustration, or doubt, you’re sending a powerful message: I care about getting this right, not just getting the deal.
Buyers today have access to more information, options, and opinions than ever. What they don’t have is time or trust. That’s why emotional intelligence, paired with honest, human conversation, is your biggest competitive edge.
If you’re not addressing how your prospect feels, you’re only solving half the problem.
The result? You turn uncertainty into clarity, and stalled deals into honest conversations that move forward.
Ignoring emotional cues costs sales. Addressing them earns respect, trust, and sometimes, a second chance!