How many times have you told a customer that you could not help them. Come on! I tell at least 2 people a day that they are not a good fit for my companies program but I can give them advice on what to do to help themselves in the future. Sometimes good, professional, and honest advice is the best thing you can give a customer. You may be able to possibly send them to someone who can help them and return them back to you as a qualified customer or even gain a good referral source. Keep in mind that one of the best things you can do in sales is learn how to say "NO" without saying "NO"!
 
Posted by Sam Sams on 04/23/2008 09:16 AM   Comments (16)  
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16 Comments on The art of saying "NO"

APR
23
2008
 Great advice!  I think in this market many of us are hungry and we say yes to everything without really taking time to consider whether or not we are a good fit for the client.  
9:20am • #1
I learned to do this a long time ago.  As well as say "I don't know."  However I will find out.  Good advice.
9:23am • #2
742,335 Points 16 Featured Posts Outside Blog Called Shot Master

I agree, helping them resolve their issues will more than likely result in future business and referrals.

Good Post!

9:33am • #3

Part of our job is educating our clients and understanding their motivation. At times it is best for an agent to step away from a client. For some reason they're not able to get their clients to understand the market or to truly understand where they are. 
11:14pm • #4
Excellent advice.  I've never told a contact that I can't help them - but I have definitely given advice, and specific direction on how to best meet their needs in ways they may not have considered.  It's pretty obvious within the first few minutes of conversation whether I am really going to be able to help them or not - and to positively redirect them if I'm not.  Most people really appreciate honest professional advice that isn't going to benefit the advice-giver.  You never know when that brief, open conversation may produce a referral because of your advice - it's happens to us!
11:29pm • #5
If you work for the customer instead of the commission, usually good things happen.  Closing a sale is money in your pocket, but gaining a client for life is what the goal should be to accomplish.
11:35pm • #6
APR
24
2008
 True True, it's better to be honest than waste your time and theirs. 
8:58am • #7
974,132 Points 93 Featured Posts Outside Blog Called Shot Master

That is very smart and very professional advice!
8:59am • #8
312,103 Points 19 Featured Posts Outside Blog Called Shot Master
I totally loved and agreed with the answer above from Peter Wolf!  Work for the customer, period!
10:06am • #9
If its not a good for me its easy to say no; with gas costing $3.50 it makes sense to say no.
11:32am • #10

I have never regretted telling someone "no" or that "it would not make sense."  
5:59pm • #11
APR
25
2008
 In our current market if I cannot come up with the value they are hoping for it is better for all concerned to walk away or tell them to wait if they can until the market picks up. They don't need to have their home sit and sit on the market while getting frustrated at their agent and we don't need to spend our advertising dollars on an over-priced listing. The market will come back and we will have all learned a great deal.
1:50pm • #12
1 Featured Post
I think that you are spot on.  Saying No tactfully helps us to maintain our integrity and also allows the other party to do the same.  No one is well served when someone in a partnership is not really "in."  Thanks.
2:45pm • #13
APR
27
2008
139,351 Points 1 Featured Post Outside Blog

Morning,

Those two letters can be so difficult to say and put in place. It takes some forethought but one can use them so effectively. Thanks for the post and bringing the subject forefront to us.
7:38am • #14
253,112 Points 2 Featured Posts Outside Blog

When an agent is a full time professional, it is much easier to say no to a customer, as we have a business. If you are just stating out many newbies may be willing to do what ever it takes to have a customer. I personally am glad I don't have to do that, and often tell someone NO you need legal advise not a Realtors opinion. If it is not a good fit, I prefer to move on and especially in this type of a market where it is not wise to be everything to everybody.

10:45am • #15
269,968 Points 15 Featured Posts Localism Sponsor Outside Blog Called Shot Master
I've told buyers "no thank you" because they are difficult from the get-go. I simply don't have the time or patience to deal with people like that.
3:01pm • #16


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Sam Sams

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