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Here’s What to Say When a Customer Tries to Negotiate or Make Unreasonable Demands

It helps you avoid creating an adversarial situation.

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“I wish we could do that …”

When to use it: With a customer who is trying to negotiate a better price or one who is asking for an unreasonable allowance for an error.

Why? Instead of creating an adversarial scenario, these words actually compliment a customer for his intelligence. Do they always work? No. But they work frequently enough to remember. 

Source: Rick Segel, Retail Business for Dummies

Over the years, INSTORE has won 80 international journalism awards for its publication and website. Contact INSTORE's editors at editor@instoremag.com.

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When It’s Time for Something New, Call Wilkerson

Fifty-four years is a long time to stay in one place. So, when Cindy Skatell-Dacus, owner of Skatell’s Custom Jewelers in Greenville, SC decided to move on to life’s next adventure, she called Wilkerson. “I’d seen their ads in the trade magazines for years,’ she says, before hiring them to run her store’s GOB sale. It was such a great experience, Skatell-Dacus says it didn’t even seem like a sale was taking place. Does she have some advice for others thinking of a liquidation or GOB sale? Three words, she says: “Wilkerson. Wilkerson. Wilkerson.”

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This Is The Best Line to Use When You Just Can’t Do Something

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“I’m not comfortable with that.”

Why use it? This is a good enough reason to object to anything because comfort is everything. And people won’t inquire why it’s not comfortable; they’ll respect your choice. You don’t have to defend it.

Source: Scott Ginsberg, a.k.a. “That Guy with the Nametag,” networking expert and author

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What to Say to That Wavering Engagement Ring Buyer to Close the Sale

This is a great way to show how excited you are about a gift purchased in your store.

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“I can tell that this is the perfect piece. Just one request: after you give this to her, bring her by the store and let us see it on her finger.”

Why use it? It confers your experience and taste on the customer’s judgment while also indicating how excited you are about this important moment in their lives.

When to use it? To reassure and close a sale with a wavering customer.

SOURCE: INSTORE

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What to Say to The Hunter’s Jewelry-Loving Spouse

Because everybody deserves a little treat, don’t they?

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“This is your Remington 783/This is your boat.”

Why use it? It’s a sly way of giving the spouse of a hunter or fisherman permission to indulge in one of her passions.

When to use it? Now. It’s the start of hunting season in many parts of the country, and many “deer widows” are no doubt thinking that perhaps they deserve a little treat, too.

Source: Instore

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