Register now or log in to join your professional community.
Sometimes, customers need a service or product that you cannot offer? If you say no, they will look somewhere else and usually find your competitor who can offer them that product in addition to the products you sell with a big chance to loose this customer. How can you avoid that?
It may be true that customers don’t like hearing the word “no.” But what’s even truer is this: Customers find it easier to hear a “no” when they believe they’re being treated fairly. The most common reason “no” gets such a bad reaction is because it’s not given effectively. Or it’s not used when it should be, resulting in unintended consequences that can damage your business and alienate your customers. You also need to know some customer response upon your now and how to control the conversation.
When you have to say no, your customer may:
• Not like hearing the word no
• Become defensive, upset or angry
• Demand that you comply with the request
• Try to goad you into saying yes
• Continue asking with the hope of wearing you down.
Saying “No” is not always bad.
Sometimes it may be obvious, while other times you may have to take a creative approach. With the right attitude, you may find that saying “no” is an opportunity to show how good you are. Delivering great service and creating Moments of Magic have always included common sense thinking and flexibility.
How To Say “No” The Right Way
First, understand there are at least two kinds of No’s…
Second, understand how to deliver the “no” appropriately…
And Remember To Pair A “Yes” With That “No”
Or, at least offer an alternative. If you can’t meet their requested timeline, offer a timeframe that could work. If you can’t presently provide the feature they’re looking for, and have an understanding of what their core issue is, what can you offer them instead?
If they are properly attended to with due respect for their demands our silence further tends to be a better indication which they may happily accept the other side.
Ultimately, it depends on the customer and the specific situation. If you have nothing that would meet the customer's needs then the best course of action is to explain that you don't have anything that will meet that specific need. The most important thing a sales person has is credibility and, if you sell someone an "alternative product" that doesn't fully meet their needs, they will remember that you sold them something that didn't do what they needed. However, if you do have an alternative that will meet their needs then suggest it while being honest about its strengths and limitations compared to the specific product/service they need.
So simple , just give time to your customer and offer him alternative package(s) or solution and
discuss him at the same time the policy of compnay without directly saying the word "no" and link the matter with actual concern.
Now its upto you how professionally you can deal it ?
We know customers are king and always win in dictating terms and conditions, but some time it becomes burden and neccessity to say no , in case to avoid landing in unwanted place...
How to say no ...that to gracefully is million dollar question ...but when situation permits ...
Treat every “no” like the first “no” of the day. You may have had to reject37 customer requests by lunch. I’m sorry to hear that, but that’s not this customer’s problem. Each customer deserves to have his or her case regarded as the most important issue at the moment. Make sure that your38th customer of the day gets the same level of attention, willingness and problem-solving focus that your first one does.
Firstly, never say " NO" directly to the customers, because the customers might get irated with such direct answer i.e. "NO" and this might create bad impact on the mind of customers and may be they would stop buying any products in future. First thing is never tell the customers about the policy of the customers because sometimes they get irated and start questioning and comparing about the policy of our company and the other company dealing with same type of services.Just patiently listen to what offer or what product the customer wants and if that product or offer is not available just explain them that such products or offers are currently not available so the company wont be able to provide. But this requirement of the customers will be noted and will be made sure that in future that product or offer will be available for the customers. This will provide completely satisfy the customers without cutting the relationship of buying products with our company because the main objective of the company is to satisfy the customer and make them happy and try to fulfill their requirement to maximum level.
If it's not possible for you to fullfill your customer request . So try to give the alternative ideas wtat you have and even if customer not agree. than help him for his request So he will consider you for any request next time. Don't just say no and finish the matter.
Revisit the prospective customer's NEEDS identification for re-evaluation and revalidation. Acertain that the needs identified and mutually agreed are the best and most needed value additions for their investment and that the return on investment are highly justified in terms of money. Quantify value additions in terms of monetary savings. Such as time saved because of the efficiency of the considered product. Time saved or efficiency has to be converted into monetary savings on manhours saved.
Such value additions of the products and monetary savings are to be compared with other products to be justified. Easiest language that the buyer understands is that of MONEY.
The best way to keep that customer and some sale is to convince him on an alternative product
