When would a technician need to use a positive `no' with a customer? (Choose three.)

Question

Options

• AThe device is out of warranty.
• BThe technician does not feel like helping the customer.
• CThe customer wants to purchase a new device.
• DThe customer is misinformed about service options.
• EThe device is an obsolete device that we no longer service.
• FThe device is eligible for repair.
• GApple introduces new product.

• A
  76% (48)
• B
  8% (5)
• C
  2% (1)
• F
  3% (2)
• G
  11% (7)

Explanation

A "positive no" is a customer service technique where a technician must decline a request or correct expectations while remaining helpful and professional - redirecting the customer toward a constructive outcome rather than simply refusing.

Why A, D, and E are correct: Each represents a situation where the technician must say no to what the customer expects (free/warranty repair, incorrect assumptions, or unsupported service) but can still deliver value - by offering paid options, clarifying accurate information, or suggesting a replacement path. The "no" is necessary, but it can still be delivered positively.

Why the distractors are wrong:

• B - Never acceptable; a technician's personal reluctance is not a valid reason to decline service.
• C - Wanting to buy a new device is a "yes" scenario; you help them, not redirect them.
• F - An eligible repair is a straightforward "yes" - no need to decline anything.
• G - A new product launch doesn't require declining a customer request.

Memory tip: Think of a "positive no" as necessary bad news - the technician has no choice but to disappoint the customer (warranty expired, misinformation, unsupported device), so the skill is in how you say no. If there's nothing to decline (B, C, F, G), there's no "no" needed.

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