The Power of Application Intention

Application intent is an exceptionally powerful and flexible persuasion technique used to gain customer cooperation in finding a solution.

Unlike conventional "yes" or "no" questions, this technique focuses on the "how."

By asking questions that invite the customer to think through the details of the solution, you motivate them to visualize the path to solving the problem, increasing the likelihood that they will accept and commit to the outcome.

A classic example of this technique is, instead of asking if a customer would buy again, ask "What would it take for me to buy again?"

This shifts the focus from the possibility of a problem to actively building a solution.

One of the great benefits of implementation intent is that it makes the customer feel like they were the one who came up with the solution.

When the customer proposes the options, their satisfaction level increases, even if the solution is something the company had in mind.

This creates a sense of control and that their voice has been heard and valued, which is critical to a successful resolution.

The practitioner, in this scenario, acts as a facilitator, guiding the customer toward a mutually acceptable outcome.

Furthermore, this technique can be applied within boundaries pre-established by the practitioner.

For example, if a refund is not an option, the question can be asked, "What would make you happy, besides a refund?"

This steers the conversation toward solutions that are feasible for the business, while giving the customer a sense of agency.

The technique can be adapted for different purposes, such as reassuring the customer by asking, "What can we say to put you at ease?" or seek recommendations by asking, "What would it take for you to make a recommendation?"

An advanced use of this technique is what's known as "application prison."

It consists of asking a series of consecutive questions that force the client to visualize so many details of the solution that, in the end, they convince themselves it's the right option.

For example, you could ask, "What kind of bonus would you be satisfied with?" and once the client answers, ask, "What timeframe would you be looking for for that bonus?"

By stacking these questions, the client mentally constructs the solution and feels like the author of it, which makes them much more likely to accept and value it.

Summary

"Application intent" is a technique that motivates the client to collaborate in the search for solutions. It focuses on the "how," not the "yes" or "no." Asking, "What would it take for me to buy again?" shifts the focus from the problem to the solution.

A major advantage of this technique is that the customer feels they have found the solution themselves. This creates a sense of control and makes their voice feel valued. The practitioner acts as a facilitator, guiding the customer toward an acceptable outcome.

The technique can be used within pre-established boundaries. For example, if a refund isn't possible, you can ask, "What would satisfy you, besides a refund?" This steers the conversation toward feasible solutions for the company.