Answer now, explain later!

When answering questions, the simpler the better. There are no grey areas in a "Yes" or ""No" answer. Obviously our business is much too complex to use monosyllabic answers in every case. When answering a question, communications experts agree that is best to give your answer first and then explain it. For example if a client asks "Can I get my ad in tomorrows paper?' the best response would be "No, I'm sorry, that issue has already gone to press. Our deadline is three days before the in-home date of the paper." This provides customer with the information they need right away. This allows them to easily process the information. It you place the explanation before the "meat" of the answer you confuse the issue. If you say "Mr./Ms. Customer, it takes a lot of work to put our paper together. our deadline is three days before the in-home date, so I won't be ale to get you in tomorrow's paper." the customer may be processing the collateral information and miss the fact they need. By answering directly you show the client that you are confident and know what you are talking about. Long rambling answers may give the impression that you are trying to avoid the question. Answering directly positions you as honest and straightforward.

Keep smiling, keep selling

Thanks Jim Busch