Why Yes Might Be Wrong

Think before you automatically say yes to every client request.

Through both training and experience, salespeople have been conditioned to say “yes” to just about every client question. While some questions should always be answered in the affirmative, others can be a bit tricky:

• Are you able to deliver the merchandise in three days?

• Will the gradient on the logo look good embroidered?

• Will you meet the price of your competition?

• May I keep the samples you sent without being charged?

Even when salespeople realize that “no” is the appropriate answer, far too many respond with an enthusiastic “yes” without thinking of the consequences. Usually, this results from the salesperson doing everything they can to please a customer rather than partner with them. On the surface, this seems like a logical approach to client management – say yes and figure it out later (if it can be figured out) because it’s what the client wants. However, this often leads to disenfranchised clients and broken relationships.

Instead of just saying “yes” to every question as quickly as possible, think about how your response will impact their perceptions, expectations, and views of the quality of the merchandise and your overall relationship. If you aren’t 100 percent certain that your immediate “yes” will lead to a thrilled partner at the end of the project, then don’t answer in the affirmative simply because it’s what the client wants. 

If you want to be a true partner – one that builds long-term relationships and loyalty through trust - be the salesperson your client needs, not the one they want.