Acknowledge the concern before you answer it.
An independent SalesCoach interpretation with an original exercise.
Make room for the concern
“It sounds like your team is worried about another difficult implementation.” This tentative observation gives the buyer room to explain. Avoid claiming that you know how someone feels.
Invite a correction
If your interpretation is wrong, let the buyer correct it. The purpose is understanding. A rehearsed empathy phrase delivered without interest is still just a script.
Explore the conditions for progress
Ask what a manageable implementation would need to look like. Seek specific requirements, responsibilities, and evidence. Do not promise an outcome your team has not confirmed.
One thing to try.
Practice responding to “We got burned by our last provider.” First acknowledge the concern, then ask what happened and what they would need to see this time.
Put it into practice ↗Sources & further reading.
For further study: Never Split the Difference.
Explore the official source ↗Independent educational commentary. The featured person and organizations do not endorse SalesCoach. Editorial takeaways are paraphrases, not attributed quotations.