TTalk

Negotiate an outcome both sides can keep.

What this step does

Negotiation here means finding an outcome both sides can keep. Focus on what each side needs, not on winning the argument. Common outcomes are a payment plan, a partial payment now with the balance later, a corrected invoice, or a credit note plus payment.

What good looks like

• Options are prepared before the conversation.
• The customer is asked what would work, not told.
• The conversation ends with a specific next step.

Common mistakes

• An ultimatum before you understand the problem.
• Accepting a vague promise such as 'end of the month'.
• Making offers you haven't checked internally.

Who does what

The Copilot

Prepares context, options and suggested scripts.

You or your team

Leads the conversation.