As a businessperson, you want to be sure that your clients leave happy. That goal, however, becomes more difficult to accomplish if you are working with someone whose expectations do not match your own. If and when it comes to the point of having to tell a client no, you want to be prepared. You want to go into the conversation with a clearly defined reason of why you've come to that decision, keeping in mind that how you say no can leave a lasting impact.
No is something I have said many times. The examples cited are good. When suggesting an alternative, a easy way to do it is NOT SAY NO .. but instead "Well, here's what WE can do.....".
This shows you've listened, and while you can't do what they have come to you with, what you CAN do. That's important. Follow up with "How would that be?"
Any objections will occur at this point. Answer each objection professionally. If it is a price objection (which it almost always is) if you have a special promotion, now is a excellent time to inform them : "Keep in mind right now we're having a 20% off special on . Once you explain that, ask for the sale by simply saying "How will that be?"
Wait for the answer. Don't speak first...
If they say "OK" you're good. If they bring up another objection, handle that. Keep in mind objections are sometimes nothing more than a consumer looking to "buy time" - to not make a decision. You handle that and then ask for the sale again. " Do you want me to lock up that date for you?"
No isn't a bad thing. A lot of times you can make the sale based on "NO". In sales speak this is known as closing on resistance.
Michael
Comments
by Thu Jul 14, 2011
No is something I have said many times. The examples cited are good. When suggesting an alternative, a easy way to do it is NOT SAY NO .. but instead "Well, here's what WE can do.....". This shows you've listened, and while you can't do what they have come to you with, what you CAN do. That's important. Follow up with "How would that be?" Any objections will occur at this point. Answer each objection professionally. If it is a price objection (which it almost always is) if you have a special promotion, now is a excellent time to inform them : "Keep in mind right now we're having a 20% off special on . Once you explain that, ask for the sale by simply saying "How will that be?" Wait for the answer. Don't speak first... If they say "OK" you're good. If they bring up another objection, handle that. Keep in mind objections are sometimes nothing more than a consumer looking to "buy time" - to not make a decision. You handle that and then ask for the sale again. " Do you want me to lock up that date for you?" No isn't a bad thing. A lot of times you can make the sale based on "NO". In sales speak this is known as closing on resistance. Michael