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Conducting a successful negotiation where both parties arrive at a productive, mutually beneficial outcome is a delicate art — one that's every bit as screw-up-able as it is valuable.
Thoughtful, effective negotiating skills are a “need to have” if you're going to hack it in sales, but developing them is rarely straightforward. And if you want to get there, you have to have a sense of the right points to cover and (maybe even more) the ones you need to avoid.
That's why we here at The HubSpot Sales Blog — the Internet‘s most trusted outlet for facilitating sales reps’ career growth like a mother hawk preparing her babies to spread their wings, fly, and thrive in this wild world around us — have tapped some sales experts for their takes on the phrases you need to keep out of your negotiations.
Let's see what they had to say!
8 Things You Should Never Say in a Negotiation
1. “I'll do you a favor.”
Mike Roberts, Co-Founder of City Creek Mortgage, says, "A really distasteful thing to say is that you’re doing the customer or client a ‘favor’ by offering them your best price. It completely undermines the relationship you’re trying to build with your client and implies that you’re in a position of power and that they should be grateful for your offer.
“In reality, good negotiations are about collaboration and finding a win-win situation. Nobody wants to feel like they’re being condescended to or that they’re not valued in the conversation. Ditch the 'favor' talk and focus on how you can work together to find a solution that works for everyone.”
2. “I hope…”
Kris Flank, Head of Growth at LunarLinks, says, "‘I hope’ can decrease your credibility as a salesperson. It suggests uncertainty about your ability to deliver. Instead of saying ‘I hope,’ try, ‘I will do everything in my power to give you the results you need.’
“This statement embodies confidence and commitment. It's a more powerful way to assure your client that you'll work hard to meet their expectations without making a promise. In this case, they will feel more secure and won't expect definitive results, which usually leads to negative relationships and failed negotiations if promises aren't met.”
3. “This is non-negotiable.”
Barbara McMahan, CEO of Atticus Consulting LLC, says, "Avoid saying, ‘This is non-negotiable’ or ‘You must decide now.’ These kinds of phrases can shut down the conversation and create tension.
“Instead, I’ve found that emphasizing openness and exploring options together fosters a collaborative atmosphere. Approach each negotiation with the mindset that flexibility and understanding pave the way to mutual success. It’s about crafting solutions that work for everyone, not just sticking to rigid terms.”
Free Sales Objection Handling Guide
An easy-to-use guide full of templates, best practices, and strategies for salespeople and managers looking to close deals.
- Data-backed behaviors top sellers use to combat pushback
- How to write effective meeting invitations
- A three-step objection handling framework
- And More!
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4. “... just for you."
Peter Lewis, CMO of Strategic Pete, says, "‘We can make this deal happen just for you.’
"Sure, it sounds like you’re rolling out the red carpet, but here’s the thing — clients are smart! They know when they’re being sweet-talked. By making it seem like they’re getting some exclusive, backroom deal, you might just make them wonder what’s going on with everyone else’s deals.
“Are they really getting something special, or are you just desperate to close? That little bit of snark might seem like a charm offensive, but it could end up making them question your credibility. Better to keep things transparent and let your product or service speak for itself, rather than trying to woo them with a deal that sounds too good to be true.”
5. “Trust me.”
Amir Elaguizy, CEO and Co-Founder of Cratejoy, Inc., says, "Never say, ‘You can trust me,’ during a sales negotiation. Ever notice how sometimes a buyer doesn’t seem fully engaged? Often, it’s because there’s a baseline assumption that salespeople aren’t trustworthy, fueled by endless media stories about scams and cons.
"This skepticism can erode your credibility, extend the sales process, and ultimately cost you sales. Telling a prospect to ‘trust you’ doesn’t actually build trust and can even backfire. People tend to believe what they can see, not just what they hear. My approach? Always provide written material to back up what I’m saying during a presentation or proposal.
“I make sure to use third-party materials when I can, to gather facts that support my points—this adds an extra layer of credibility. And it’s crucial to document everything said, offered, proposed, promised, suggested, and implied during the negotiation. This transparency helps in building genuine trust.”
6. “This is our final offer,”
Omer Lewinsohn, General Manager at Management.org, says, "Sales experts understand that the words you choose in a negotiation can significantly impact the outcome. One thing you should never say is, ‘This is our final offer,’ unless you genuinely mean it.
“Using this phrase too early or as a bluff can corner you into a position where you either have to backtrack — which undermines your credibility — or stick to a stance that might not be in your best interest.”
7. “Let's work out the details later."
Dinesh Agarwal, Founder & CEO of RecurPost, says, "One thing I never say in a negotiation is, ‘Let’s work out the details later.' Early in my career, I made the mistake of agreeing to broad terms without nailing down specifics, only to find out later that our understandings were miles apart. This caused delays and nearly derailed the deal.
“Now, I insist on clarity from the start, ensuring every detail is agreed upon before moving forward. This prevents misunderstandings and builds trust, showing the other party that you're serious about delivering exactly what you promise.”
8. Anything That Reads as Overly Critical of Your Prospect's Position
Teryl Brouillette, Owner of Electric Kite Media, says, "Never say anything to criticize or negate the thoughts, opinions, or feelings of the person you are negotiating with. Lead with where you align. Demonstrate your understanding of their position and empathize with their needs and desires. Get on the same team and show that your main priority is working towards a common goal. They are not your opponent!
“Illustrate how you, your product, or your service will solve their problem and get them to where they want to be, and help them to see the value of that. Know the value of what you have to offer (which also means not overvaluing your products or services). If you are delivering true value, they should be happy to pay you what you are asking.”
Ultimately, there's no magic script you can recite word-for-word for consistently productive negotiations. Negotiating effectively requires preparation, perceptiveness, and finesse — and not all of that can be 100% covered going into these conversations.
That being said, you should have a sense of the phrases and sentiments that will almost always undermine your position — and those include what we have listed here.
Free Sales Objection Handling Guide
An easy-to-use guide full of templates, best practices, and strategies for salespeople and managers looking to close deals.
- Data-backed behaviors top sellers use to combat pushback
- How to write effective meeting invitations
- A three-step objection handling framework
- And More!
Download Free
All fields are required.
