How would you define a "positive no" to a co-worker?

Question

Options

• ALead with a positive then switch to a negative, such as, "Definitely not."
• BIt's leading with "no" and not engaging in any further conversation with the customer.
• CIt is a way to correct a customer by informing them of what you can do.
• DYou say no with a positive voice inflection.

• A
  8% (2)
• C
  88% (23)
• D
  4% (1)

Explanation

A "positive no" is a customer service technique where instead of simply refusing a request, you redirect the conversation toward what can be done - keeping the interaction constructive and solution-focused. Option C is correct because it captures this core idea: correcting or declining a customer while simultaneously informing them of available alternatives, which preserves goodwill and moves the conversation forward.

Why the distractors are wrong:

• A is wrong because "Definitely not" is still a flat refusal - a positive lead-in doesn't make the overall message constructive if no alternative is offered.
• B describes the opposite of a positive no - shutting down the conversation is a negative no, offering nothing helpful.
• D confuses tone of voice with the actual technique; a cheerful delivery of "no" without an alternative doesn't constitute a positive no.

Memory tip: Think of the phrase "I can't do X, but I can do Y." The word "can" is your anchor - a positive no always ends with what you can do, not just what you can't.

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