11 Ways to Tell Your Customer No
1. Empathize with the customer’s situation.
2. Validate the customer’s emotions while reiterating your
intention to help.
3. Focus on the primacy of the customer and the
relationship.
4. Treat every ―no like the first ―no of the day.
5. Explain the reason why you have to say no.
6. Offer your best alternative first.
7. Give the customer realistic options.
8. Be consistent.
9. Be firm but polite.
10. Get curious. ―What else would be important for me to
know right now in order for me to best help you?
11. Ask for feedback.
