Are You Too Nice to Close the Deal? | Connie Kadansky - 2031

Connie Kadansky was a highly motivated, highly goal-oriented salesperson, and she was still taking naps at two in the afternoon instead of prospecting.That contradiction sent her down a research rabbit hole that turned into a 29-year career studying sales call reluctance. Connie broke down for me why being too nice is one of the most expensive habits a seller can have, and what to do about it instead.The Napping Salesperson Who Became a Call Reluctance ExpertYears ago, Connie was a highly motivated, highly goal-oriented seller who kept finding herself taking naps at two in the afternoon instead of prospecting.That contradiction led her to a book called The Psychology of Sales Call Reluctance, written by two behavioral scientists, and eventually to their fear-free prospecting workshop and eight weeks of coaching.She's been a licensee with that research organization for 29 years, and still uses the same assessment to diagnose call reluctance in sellers today.Being Too Nice Is a Real, Named Problem: The YielderConnie's research identifies 16 types of sales call reluctance, and the most costly one is called the yielder.Yielders are great with people. They can open a conversation and build rapport easily, but they struggle to move a conversation past that rapport into the next real step.The belief driving it: the nicer I am, the more they'll like me, and the more likely they are to buy. Connie is direct that this isn't true, and it leads yielders to back off and hope the prospect closes the deal for them.The Three Types of Yes You'll Hear in a Sales ConversationA committed yes means the prospect is genuinely engaged and agreeing to a real next step.A counterfeit yes sounds positive but has nothing behind it, things like "send over some information" or "call me in two months."A confirmation yes happens when a prospect confirms something concrete, like who else is involved in the decision. Yielders are the most likely to accept counterfeit yeses at face value and build their forecast on them.Nice Versus Kind Aren't the Same ThingConnie draws a clear line: nice is agreeable and comfortable. Kind is asking a question the prospect has never considered, and actually working to solve their problem.Her definition of selling is solving people's problems for a profit, and staying kind means keeping the conversation pointed at the actual problem instead of just keeping things pleasant.If there's no real problem to solve, no amount of niceness changes that. The relationship alone was never going to be what closed the deal.Stop Overinvesting in RapportSpending too much time on small talk, weather, sports, general connection, feels productive to a yielder, but it isn't what closes business.Connie points out that most people don't buy because a rep shares their taste in baseball. They buy because the rep solved a real business problem.Her fix: be friendly, be kind, but get to the point quickly, and have real, prepared questions ready to move the conversation rather than lingering in rapport building.Understand the Objection, Don't Just Try to Overcome ItConnie's approach breaks from the standard sales training instinct to power through and overcome objections. Instead, she teaches getting curious about the objection itself.Yielders tend to treat objections as conflict, and conflict is exactly what they're trying to avoid, so they steer around it instead of naming it directly.Her technique borrows from Chris Voss's negotiation work: label the emotional component behind the objection out loud, which takes practice but opens up a much deeper conversation.Get Curious to Go Beyond the Surface-Level ProblemIt's easy to stop at a surface-level answer, like a prospect saying they need a new CRM, and move straight to a quote without digging further.Connie recommends calibrated what and how questions, prepared in advance, to get past the surface answer to what's actually driving the frustration.Her rule of thumb: curiosity isn't intellectual, it's emotional. The best sellers can set aside their own agenda long enough to keep asking, sometimes with something as simple as "what else?"How to Actually Fix This in YourselfConnie's advice starts with getting genuinely curious as a practice, not just a technique, including reading about curiosity and noticing how much more interesting curious people's lives tend to be.She recommends writing the actual inner dialogue down on paper: naming the specific fears behind the hesitation, like fear of pushback on price or fear of a difficult implementation.The goal isn't to lose the warmth that makes yielders likable. It's pointing that same personality at pulling out the truth instead of avoiding it."My definition for selling is solving people's problem for a profit." — Connie KadanskyResourcesConnect with Connie Kadansky on LinkedIn. She publishes an article on sales call reluctance about once a week.Visit Connie's company, Exceptional Sales Performance, to learn more about her coaching and the SPQ assessment.Join our LinkedIn cohort and learn to prospect the right way.Visit Blue Mango Studios for help creating podcast production content.Sponsorship OffersThis episode is brought to you in part by Hubspot.With HubSpot sales hubs, your data tools and teams join a single platform to close deals and turn prospects into pipelines. Try it for yourself at hubspot.com/sales.This episode is brought to you in part by the TSE Sales Foundation.Improve your connection on LinkedIn and land three or five appointments with our LinkedIn prospecting course. Go to the salesevangelist.com/linkedin.CreditsAs one of our podcast listeners, we value your opinion and always want to improve the quality of our show. Complete our two-minute survey here: thesalesevangelist.com/survey. We’d love for you to join us for our next episodes by tuning in on Apple Podcast, Google Podcast, Stitcher, or Spotify. Audio provided by Free SFX, Soundstripe, and Bensound. Other songs used in the episodes are as follows: The Organ Grinder written by Bradley Jay Hill, performed by Bright Seed, and produced by Brightseed and Hill.