Start with "YES."
It seems obvious. Yet you would be shocked at how often I hear a Service Advisor say "no" to a customer.
Sometimes an SA doesn't mean to say it, or isn't even aware they are saying it.
So how do you re-train your brain to say "yes" when you want to say "no," when you feel like you HAVE to say "no"?
In this week's Buyosphere Toolbox video, I share the most common thing we say "no" to, and how to replace it with an emphatic "YES!"