Say “No” To Your Customer

As sellers we are conditioned to say “yes” each time our customer asks us for “stuff”. In example… here it is, your customer is outlining their latest list of “value added” demands (FYI, that’s code for “free stuff”). They eventually get to the bottom of a list that includes everything from free sponsorships, to two tickets to next year’s production of Frozen On Ice. Once complete, they look to you for your response. You look the client in the eyes, smile and calmly say… “no”.

I know what you’re thinking, “Are you crazy?” I can’t say “no” to my customer!  Okay, you’re probably right. However, we can modify our response from “no” to “No, But, If”. It’s a four step process! Here it is…

  1. First say “no” nicely, remorsefully, respectfully and carefully.
  2. Follow up “no”, with, “but, I could…” You will now fill in this blank with the most important items from their list (like those Frozen tickets).
  3. Next add, “if you would…” It’s time to fill your needs (larger share, longer agreement, higher rate, etc.).
  4. Then ask them for the commitment, “Can we make this happen?” Now pause and wait for their response.

Example:No, I’m sorry, I can’t add in the web streaming at no charge.” But, I could add it in at a very low charge if you would be willing to extend your schedule from 13 to 26 weeks. Can we make that happen?”

The process will work, but only if you try. Good selling and remember it’s OK to just say, “No… but, if”.

To view the complete video training course No, But, If, log into P1 Learning or register for a Free 7-Day Demo here.

 

No, But, If