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How to Say No Politely to Customer for Sales Representatives

List of Good Excuses With Examples using DOLL Acronym

Language functions is one of the vital elements of interaction skills and providing excuse is a language function that helps to communicate our refusals. Besides using effective verbal communication tools such as rapport building and transition statements, one must also consider the interest of others before turning down a request or a suggestion. Genuine good excuses with polite statements is one of the ways to show that you care for others yet respect your own thoughts and time.
DOLL is yet another mnemonic that can helps you to memorize best excuses that are genuine, different yet ethical and fair.
DOLL summarizes best excuses that can be used both in personal and business life events:
Others consideration
Leisure, Hobby
Law, Culture, Tradition
Being Different
It is a human right to be different and think out of box as long as the person retains the comfort of others. Many people use this as a top excuse to show their disagreement.
An example of interview situation where the interviewee uses this excuse technique to convince the interviewer:
Interviewer: "I could see that you have been working in many fields of interest for the last ten years. Your resume says that you worked in restaurants and,within few months, you quit and started your own business and so on. I feel you are inconsistent."
Interviewee: "Even my friends and family members have the same opinion. But I look at it in a different perspective. I love being different, I love to take calculative risks in life."
Involve Other People into the Scene while making Excuses
Many decisions are made keeping other people's acknowledgements and consents in mind. It could be your husband, wife, mother, father, son or daughter. And this serve as reasonably a good excuse to make in many social situations.
A customer rejects a sales offer by making an excuse that brings his wife's interest into the conversation.
"Salesperson: I'm sure you will love this product. May I go ahead and take your order?"
"Customer: I appreciate your time explaining about the product, but I can place an order only after consulting my wife."
Stating your Leisure or Hobby
People engage in a hobby without any reasons, proofs, answers and questions. Many actions in life can be listed under a hobby as it does not require any explanations.
The husband makes an excuse for being tight fisted when it comes to spending money:
Wife: "Why do you take an account of very penny that you spend for family?"
Husband: "Saving money is my hobby. I love to manage money in a creative manner."
Legality and Cultural Restrictions as an Excuse
Whether an Indian or an Italian, an American or an African, a British or a Bangladeshi, culture plays an important role in defining a human social behaviour, action and speech. One can use this as a indisputable excuse to evade challenging situations.
A girl makes an excuse to a boy who proposes his love.
"I respect your feelings and emotions towards me. However, I am obligated to certain cultural restrictions. Our culture respects arranged marriage as per the parents' wish. I'm sure you would respect my beliefs too."
Use of friendly language is one of the Five I's of persuasion and to maintain a good interpersonal relationship. This simple mnemonic DOLL can be easily recalled whenever you would like to give good ethical excuses.
Learn How to Say No Politely and Creatively using HAPINYS mnemonic
Good language skills is one of the elements of interaction skills. Besides having a good questioning skills and effective listening ability, using right words and phrases that suit the context of any conversation is yet another basics of verbal communications skills that can be learn consciously. Perhaps, both at work and at home, conversations become comfortable and interesting when a person uses right degree of verbal and non-verbal communication skills to express his/her emotions, feeling and thoughts. Saying "No" is one such art that requires both the skills.

Learn different ways to say "No" using HAPINYS mnemonic device:-

Another person
Pauses or non verbal signals
If statements
Save it for later

Give Genuine Health Reasons

Though there are different ways to say "No", giving health reasons to show the inability of accepting the task is one of the sure ways to make any situation agreeable. However, many consider this as an effective technique of saying "No" ONLY when it is genuine and honest.

An example of business phone call between a job seeker and that interviewer where the job seeker denies the offer by using health reasons:

Interviewer: "Would you like to take this job offer?"

Job seeker: "No, as your organization is located in a cold geographic area and my health doesn't allow me work in such cold conditions. In fact, few years back I changed my job just because of this health reason. Anyway, thank you for the offer"
Another Person's Involvement

Other people play different roles in our life, and sometimes even decisions are made keeping other person's interests and needs in mind. One of the reasons people use to say "No" is because their close ones may have differences in opinions.

A sample statement from a kid who says "No" to a teacher as the kid is concerned about his/her parents' opinion

Teacher: "Would you like to enroll for the school vacation?"

Child: "No, as my parents may want me to stay home this holiday."
Pausing, being Silent or by Showing Non-verbal Gestures

During a business meeting, one of the office executives rejected the offer of job transfer by merely looking at the manager politely, shrugging the shoulders and moving both of his eyebrows upwards. No words said. However, subtle non-verbal gestures may be perceived differently by each individual and the pauses may also lead to confusion and puzzlement from the other person. This technique is contextual in nature.
Using 'If' Statements is one of the Ways to Say 'No'

'If' statements are also called conditional statements. An "if" statement shows the other person's needs, preference, choices and alternatives.
How to Say 'No' Nicely? Just Say 'No', but Politely

Providing no reasons, evidences, facts, details and opinions is the secret of this technique. Phrases and words like 'No'(politely with a friendly tone of voice), I am sorry but 'No', 'Let me be clear, I don't need it' are quite commonly used by people while using this simple yet effective technique.
Never Say "No" When You can Say 'Yes'

Both in business and in personal life situations, saying a 'Yes' can ACTUALLY be beneficial to both the parties rather saying "No". People carefully think, ask questions, analyze the situation and go for a 'Yes' instead of 'No'.
Questions to Ask Yourself Before Saying an "Yes"

Will someone benefit if I say "Yes"?

How long will it take me to work if I say "Yes"?

Do I have to do anything if I say "Yes"?

I am prepared to handle the situation if I say "Yes"?
Save Time, Respond Later

Taking time before saying no has two advantages:

It allows the other person to think, reflect, research and respond to the issue

You can plan and prepare before acting to the situation

An example conversation where a presenter end the presentation by taking time:

Audience: "Can you ensure that we will all get additional notes and training materials on the concept that you discussed just now?"

Presenter: "I'm sorry, I may not be able to provide additional notes. However, give me some time, and I will see whether I can help you. I will call you tomorrow about this."

The art of saying "No" is summarized using a simple mnemonic, HAPINYS, and It takes only few minutes to learn it, but will stay in the permanent memory once willfully memorized.

This post first appeared on Lifecoachbloggers, please read the originial post: here

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How to Say No Politely to Customer for Sales Representatives


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