Dave Richardson

This Simple Trick Can Defuse Angry Clients Or Employees

Resist raising your voice.

Published

2 years ago

January 19, 2018

INSTORE Staff Instore February 2018 Issue

TIP: Don’t Fight Fire With Fire

WHY IT IS TRUE: An irate customer or even an employee can quickly disrupt the professional activities in your store.

PLAN OF ACTION: Resist raising your voice. Move the upset individual from the showroom into your office. Close the door, ask them to please sit in a chair, and pull up a chair yourself. Rather than trying to compete with them with an argument, start by asking serious open-ended questions. This will begin to get the individual sharing their anger. By leaning forward in your chair, you will convey your concern and sincerity. Maintain eye contact at all times. Rather than giving an ultimatum, provide them an opportunity to resolve the problem themselves. When the flame is extinguished, shake their hand and move on.

click to Comment(Comment)

Up Next

This Simple Thing is Guaranteed to Make a Customer Feel Good

Don't Miss

The Neatest Trick You’ve Ever Seen for Selling a Watch

INSTORE Staff

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

Wilkerson Testimonials

Having a Moving Sale? Let Wilkerson Do the Heavy Lifting

For Jim Woodard, owner of Woodard’s Diamonds & Design in Tullahoma, Tenn., when it was time for a moving sale, there was only one company to help with the event: Wilkerson. “They brought in the right team for us,” he says, remarking about the sale’s extraordinary results, including a nearly 500% monthly sales increase compared to the previous year. “I wanted to have the best in the industry. And that’s the main reason why I contacted Wilkerson.”

Dave Richardson

Remember This Important Lesson on the Power of Posture

How a client stands may tell you what you need to know about whether they’re ready to buy.

Published

2 weeks ago

October 27, 2019

Dave Richardson

How a client stands may tell you what you need to know about whether they’re ready to buy.

WHY IT IS TRUE: Are their arms folded and closely tucked at their sides? This indicates that they might not be open to you. Are their bodies turned toward or away from you? “Away” can symbolize that they are giving you the cold shoulder. “Toward” you, on the other hand, can imply a decision for interaction and more information.

PLAN OF ACTION: Ask open-ended questions that get clients sharing their genuine wants and needs. By doing so, you will help them to move closer to the close.

Dave Richardson

Here’s Why Having a Mirror on Your Counter Is So Critical

It’s not just vanity.

Published

3 weeks ago

October 21, 2019

INSTORE Staff

WHY IT IS TRUE: This gives her an opportunity to immediately see how the beautiful piece of jewelry looks on her.

PLAN OF ACTION: Take this opportunity to observe her reaction, ask open-ended questions to reveal her feelings, and move for the close accordingly.

Dave Richardson

Bad News Deserves an Explanation, Not an Excuse

Here’s how to talk to clients when expectations aren’t met.

Published

2 months ago

September 18, 2019

Dave Richardson

WHY IT IS TRUE: Many salespeople are scared to be the bearer of bad news, but customers appreciate honesty.

PLAN OF ACTION: Be up front, and be prepared to accept the consequences. Maybe the customer’s special order ring from the vendor did not arrive on time. The customer does not care about the problems the vendor incurred. Explain the actions you’ve taken to rectify this situation, and if necessary, offer any compensation you feel will help.