The most natural thing is to want to say yes when someone asks you a question. You will often do it instinctively without even thinking about it. We all like to please I think.

I was away staying in a hotel in Warrington (while running a 2 day customer service training), and I was about coming to the end of my meal. I’d had a bottle of beer and couldn’t decide whether to have another one or not. The waitress came by and said “Are you ok for drinks ?” I instinctively said “Yes.” There it was, the word was out and she was gone. I realised that if she’d asked the same question in a different way the outcome would have been different too. She could have said “Can I get you another beer ?” to which I’d have said “Yes !” and an extra sale would have been made. I wonder how many sales opportunities are missed because of this !