Creating an Excellent First Impression

Think. Do. Be. Positive!

I am a big believer in being positive. I think, do and be positive as much as possible. I am a glass half full person and get excited and energised over the littlest of things!

Do you know that you can do this in sales too? People love it! They love positive, passionate and pro-active people. All the time in fact. You can turn even the grumpiest person around with all of that! You never have to use the word no...... don't believe me - well here goes...

Ten well used phrases that can be turned into positives - 

Phrase - Don’t put those forms there. 

Solution - Let me take those from you and I will deal with them.

Phrase - We can’t do that.

Solution - This option is another solution to this problem which might help.

Phrase - That won’t work. 

Solution - Have you considered this option to your query? 

Phrase - That’s not our policy. 

Solution - Leave that with me, and I will speak to my manager and see what we can do.

Phrase - You’ll have to call back for that information. 

Solution - Please can I take your details and I will ring you back with the information?

Phrase - We’re out of those.

Solution -  Have you tried this option? However, if you prefer to stick with 'x' then I will see when it is back in stock and ensure we put one aside for you. Could I have your number to confirm when this will be?

Phrase - You’ve missed the deadline for that.

Solution - Let me see what we can do to get you on the list. If not, shall we will look to add your name for next year's competition / the waiting list?

Phrase - I don’t know

Solution - Let me check with my manager to find out the answer. Please wait here, and I will be only a few minutes / let me take your telephone number and I will call you back.

Phrase - My computer is moving slowly (never say this!)

Solution - I am sorry but could I take your number and I will call you back in an hour or at a time to suit you?

Phrase - No

Solution - sometimes you do have to say no, but if you can offer a solution then at least people feel that they have not reached the end point yet, that there is hope and people still leave with a positive impression and the feeling you have been helpful.

Still think you cannot always be positive?