How to Make a Negative Answer Sound Positive

Apr 16, 2020
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Answering questions from your customers sometimes require a big fat NO.

Marcos has some tips about how to make a negative answer sound positive.

Fingers crossed.

Answering questions from your customers sometimes require a big fat NO.

Marcos has some tips about how to make a negative answer sound positive.

Fingers crossed.

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Video transcription

How to Make a Negative Answer Sound Positive

If you’re a client and someone tells you I don’t know, you will start feeling why don’t you know?? you work here!! But we can turn that around, we can actually use it to our favor

Every time we hear the word NO our body freaks out, our brain releases dozens of stress-producing hormones that it makes you, not think clearly or even stop you from talking properly.

In the other hand when we hear the word YES our body relaxes, our body makes us feel comfortable, we’re happy again. Words have power and in business words are very important. The way you talk to your client it will define if your client is going to choose you or the guy next door. So today we’re going to teach you a couple of tips in order to turn a negative into a positive in your language. This is Success.

The first example is “I don’t know” how tempted we are just to say I don’t know from any question that our clients can ask? It’s frustrating if you’re a client and someone tells you, “I don’t know” you start feeling “why don’t you know? you work here! but we can turn that around, we can actually use it in our favor

so next time you’re tempted to say “I don’t know” try something different as “that’s actually a good question, let me find out that for you” or “just give me a minute, let me double-check with my colleague” at least you’re gonna make them feel that you’re trying, instead of just saying I don’t know and forgetting about it, give it a try next time.

another one is “I can’t” now everybody thinks that you have the power to do everything and you know that sometimes you will not be able to, and you will have to consult with someone higher than you to provide what the client wants, so “I can’t” will still frustrate them It doesn’t matter what. Instead of I can’t or I cannot just try something different try even the old trick of “let me go back and ask my manager, I think we can do something about it”, even if your manager is gonna say no, at least is off your hands it’s not your fault so try twisting it around in a way that your client is gonna feel that “okay let me try something, let me do something for youI’m not sure if it’s gonna work but let me try” instead of I just “I cannot”

The third one is “it’s not available right now” if you’re e-commerce or you have a store you probably use this one a lot and it’s a big risk because the client is already there, the client already chose you over other stores or other services so when you get to say it’s not available right now you are literally pushing your client away, your customer away. Instead of saying it’s not available right now try something else, try to say “perfect, great choice this is gonna be here in about two weeks, but I’m gonna put you in top of the list so you’re the first one to get it”. You’re showing that you care you’re showing that you value their business, try twisting the negative into something positive.

so as you can see very common situations can be turned around very easily as well. So if you want to take something from today remember to read what you’re saying try to think of what you’re saying to your client and how it’s gonna affect it, try to do active listening, try to listen more than you talk use the 70/30 rule. Let them talk for 70% of the time, you talk for 30% of the time.

try to twist it around and you’re gonna have happy clients coming back to you all the time. Well this is what we have for now and we hope to see you next time This is Success.

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