January 23, 2000 11:34 AM

Jakob Nielsen:
Saying No: How to Handle Missing Features -
This goes against the grain of many sales people, but sometimes it is best to link to another site that offers the solution. Sure, you will lose this sale, but you would have lost it anyway, and by giving the user a useful referral, you will have won credibility points. Just as important, you will have secured a position in the user's mind as the place to start the next time they go looking for solutions.

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