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PRACTICE

Sometimes it is necessary to tell a customer no. There is a right and a wrong way to do this, and how
you do it will have a significant impact on the result. Role-play the following scenario with your learning
coach. You play the coworker while your coach plays the customer.

Scenario: Mrs. Jones is nine days past due on her payment for her 60” LCD. Her
payment is $42.54 a week. She has had the agreement for two months now and has
been 3-5 days late on three of her last four payments. Her job hasn’t changed and WELCOME & ORIENTATION / TRAINING ROADMAP
she still gets paid weekly. She doesn’t understand why she just can’t pay the late
fee. She does not return phone calls. All of her numbers are current and working. It
is Monday afternoon and she is trying to commit for this coming Thursday. Tell Mrs.
Jones no at least three times.

The coworker says:
• “I’m sorry, Mrs. Jones, but I am not able to wait until Thursday; what time can I
expect you in tonight?”

• “The agreement is already nine days expired and we need to renew the agreement
today. I can take the payment over the phone.”
• “You just got paid on Friday, right?”

• “I’ve noticed that your last few payments have been 3-5 days past due. If the
payment is too high, we have a large selection of TVs that may better fit your
budget.”

Possible outcomes:
• If the coworker is respectful, cheerful, and maintains Mrs. Jones’s self-esteem,
then she should agree to come in today or give a credit card over the phone after
the second or third no

• If the coworker sounds sarcastic or condescending, then Mrs. Jones should
become agitated and either tell the coworker to “just come get the TV”, or “I’ll be in
on Thursday!” and hang up

•The coworker could discuss the Payment Protection option if Mrs. Jones is
struggling to make the payments

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