In this chapter we will cover best practices for negotiating, with an emphasis on striving for win-win agreements.

Participants will engage in exercises that challenge them to analyze scenarios and formulate questions and strategies for negotiations.

• Learn the most common points of negotiation.
• Walk through the Three P’s approach to the negotiation process.
• Practice planning strategies and crafting communications to customers and agents during negotiations.
• Discover techniques for minimizing risk.
• Negotiate to win
• Learn tactics and counter tactics
• Make it a win-win agreement
• Bulletproof your transactions