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OnDemand Webinar

How to Say "No" to a Customer and Keep Them Coming Back

No is a word customers never want to hear. How do you keep them coming back when giving a yes is not an option? Could you be hurting your business by saying yes because no is outside your comfort zone? And how do you ensure that everyone inside your company, regardless of their role, knows how to instantly deliver a skilled response that takes the sting out of no, calms your most volatile customers, and keeps you from being seen as the villain in their story? When a customer gets a no in the wrong way, they may take to social media to complain about your company to the masses. Additionally, when a leader consistently overrides a staff member's no with a yes, it takes the wind out of the team's sails and lowers employee engagement. There's never been a more important time to garner the tools for saying no in a way that keeps both your company's reputation and customer loyalty high.

This on-demand webinar offers effective ways to say no. It gives you specific words to use, how to handle a customer who won't take no for an answer, and ways to evaluate creative alternatives to no that can bring you more business and keep customers coming back. The program will also provide a strategic approach to supporting a properly used no that anyone inside your company can use effectively.


Runtime: 97 minutes
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Agenda

Why No Gets a Stronger More Negative Reaction Today

  • The Emergence of Today's Hypersensitive Consumer
  • The Biology of Connection
  • Typical Ways of Saying No Backfire Due to Lack of Creating a Company Culture Where Every Employee Not Only Knows but Also Understands Why, When, and How to Say No

Setting off Gladys Alarms: Ineffective Ways to Say No

  • A Dismissive No (i.e. Immediately Saying, It's Against Policy)
  • An Immediate No - Not Showing the Customer That You Heard and Understand Their Desire First
  • Tone, Attitude, Body Language (Scolding, Know-It-All, Robotic…)

Phrases to Avoid

  • Typical Phrases (i.e. I Can't Do That or No)
  • Starting a Sentence With the Word You
  • Negating What's Said Next Through Use of the Word But After Paraphrasing Their Request

Keep the End in Mind

  • Most Customers Respond Better to a No If They Believe They've Been Treated Fairly; Give the Reason for the No With That in Mind
  • Turn the No Into a Win-Win
  • Frame the No as It Benefits the Customers
  • Be Transparent
  • Only Say Yes to What You Can Do Well
  • For Unusual Requests - Taking Time to Consider It Shows You Care
  • Explain Concerns About Budget With Finesse and Compassion

Do This Before You Say No

  • Show Appreciation
  • Express Wishes
  • Focus on Solutions - What You Can Do, Not What You Can't
  • Offer a Choice

A Yes Is Harmful When You …

  • Say Yes and Don't Mean It
  • Say Yes and Feel Resentful About It
  • Say Yes and Have Your Staff Resent You for It
  • The Time to Say Yes Is When It's the Right Thing to Do, Even When That Means a Financial Loss, However Not Because You're Too Uncomfortable to Handle Conflict Well

How to Ensure You and Your Team Know When, How, and Why to Say No

  • Leadership Engagement
  • Training
  • Accountability
  • Celebrating Successes
  • Ongoing Adaptation/Feedback/Desire to Serve
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Credits

OnDemand Webinar

No credit available.

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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

Faculty

Marilyn Suttle

Marilyn Suttle

Suttle Enterprises LLC

  • Principle at Suttle Enterprises LLC, a personal and professional growth training firm
  • Practice emphasizes all aspects of professional development and creating a culture that supports unbreakable bonds with customers
  • An international conference speaker, success coach, and one of a handpicked few master trainers that Chicken Soup for the Soul founder Jack Canfield invites to speak from his main stage’s at his events
  • Performed as social media conversation management expert for brand engagement, blogging, podcasting and managing social media conversation for Kimberly-Clark Corporation
  • Writer with Lori Jo Vest of the bestselling business book, “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan" and “The Customer Service Roadmap” online course
  • Past president of the National Speakers Association, Michigan Chapter
  • Founding member of the Evolutionary Business Council, an organization of thought leaders
  • B.S. degree, University of Michigan, certified self-esteem facilitator/coach
  • Can be contacted at 248-348-1023, [email protected], website: www.whosyourgladys.com and www.marilynsuttle.com, blog: http://www.whosyourgladys.com/blog; LinkedIn: http://www.linkedin.com/in/marilynsuttle or twitter: http://twitter.com/marilynsuttle
Lori Jo Vest

Lori Jo Vest

LJV Consulting, LLC

  • Customer service and sales consultant and coach, through her consulting firm LJV Consulting, LLC
  • After 20+ years in business-to-business relationship-based sales, she co-wrote “Who’s Your Gladys? How to Turn Even the Most Difficult Customer into Your Biggest Fan” with Marilyn Suttle, the book is based on interviews with 10 companies in a variety of industries, including Singapore Airlines and Paul Reed Smith Guitars
  • Frequent contributor to national print and online publications, including the Detroit Free Press, Lowe’s For Pros,

Ladies Home Journal, Prevention Magazine, MasterCard Small Business, Sleep Savvy Magazine, and others

  • Emmy-award winning video producer with a focus on creating marketing and trade show programs, 20+ years of experience in broadcast level television production
  • Community manager for two Kimberly-Clark brands - writing articles, blogging and managing online communities using social media platforms
  • Member of Automation Alley/Michigan, Troy Chamber of Commerce, Marketing and Sales Executives of Detroit
  • Bachelor of applied arts degree in broadcast and cinematic arts, Central Michigan University
  • Can be contacted at 313-909-3062, [email protected], website: www.whosyourgladys.com and www.lorijovest.com; blog: www.whosyourgladys.com/blog, LinkedIn profile: www.linkedin.com/in/lorijovest or twitter profile: www.twitter.com/lorijovest
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Why Lorman?

Over 31 years and 1.4 million customers worth of experience providing continuing education. Our passion is providing you world-class training to help you succeed in business and as a professional.

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Product ID: 392118
Published 2013
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