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The Art of Saying
NO!
United Pet Who?
• Hate conflict
• Combative
• Negative Impression
• Positives
• Become a shrink
• Be polite
• Award good behavior
• Taking it personally
• Controlling behavior
• Learn your business
• Learn their point of view
• Teach them your business
• Standard procedures
• Help them understand
• Haggle with other requesters
• Tell them what you can do
• Items you shouldn’t be doing
• Be prepared
• Give options
• Negotiate expectations
• Meet with managment
• Pick your battles
• Can’t win everything
• Lose intentionally
• Show you are reasonable
• People will go around you
• Never forget
• Deliver when you say yes
• Say yes as much as you can
• Document increased productivity
Thank You! j im.woods@unitedpetgroup.com
ENFP
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