SAYING YES TO NOS (your guide to dealing with objections and complaints)


CD 1 contents
1 : Setting the scene
2 : It messes with your head
3 : Seeing negatives positively
4 :Objective vs. subjective
CD 2 contents
5 : A 6-point checklist
6 : Using complaints to build customer loyalty
7 : Learn to ACEPT
8 : Win the game
Category: SKU: VOL 1 NO 08 (CD 13)


Dealing with negative communication, whether it is a complaint in customer service, or an objection in selling, is the most difficult part of the communication process. In this programme you will learn how your communication skills are likely to be less effective when facing these negatives

So by adopting a different mental attitude, and by using the checklist of ideas contained here, you will develop better abilities to deal effectively with the set backs you face.

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