~Learn how to turn down a customer’s request and still retain his business~
By Sim Li Ying
1. Recognize the
subconscious pressures on you. People often struggle to say “no” because of
their own values and self-image.
By turning down someone, they feel that their self-esteem is affected. You can
deal with the emotions of saying “no” and help you to deliver a clearer answer
in a nice way.
2.
Let them know you wish you could help. Hear their request and if they’re going
for something that you unable to do, reject it in a softer way by simply prefacing
it with your desire to help. It’s always easier to hear bad or disappointing
news when it’s couched in good intentions.
3.
Provide alternatives. A diplomatic way to turn away a customer is by suggesting
them alternative providers who may offer the exact product or service they
want. (Read more about: (Ways
to tell your customer NO)
4.
Remain a professional in front of your customer. Know what you are doing and
what you are expert in. If something isn’t in the right way and your customer starts
to step over the line, you can do them a disservice to not say something. For
instance: “I don’t think that’s the best for you.” Instead of just saying “no”.
It usually works.
5.
Stay clear and act quickly. Making
the decision as quick as possible
allows time for customer to find another solutions and this shows them certain
level of respect.
