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What to Say to the Customer Who Comes In with a Printout

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“I’m glad you researched this; it’s going to make my job easier.”

When to say it? To the customer who says “I saw it on the Internet for less.”

Why say it? It’s a compliment and re-establishes your ground as the expert. Go on to inform your customer that each of your diamonds has been personally selected, and that each has to meet strict tolerances. Remind them further that diamond buyers purchase based on beauty, not lab report criteria — that two diamonds with similar characteristics can appear totally different to the naked eye.

Source: Shane Decker

Over the years, INSTORE has won 80 international journalism awards for its publication and website. Contact INSTORE's editors at [email protected].

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After 42 years, it was time for Gina McHugh to hang up her bench tools and plan on doing something completely different. She and her husband, Mick, had a beautiful Binghamton, NY store — The Goldsmith — but in late 2019, the time felt right for retirement. They called Wilkerson. “They’d always been a part of our bridal jewelry selection,” says Gina, “and I felt really good about their quality and service. So, when we were looking for someone to work with us, Wilkerson was a natural.” With the kind of service and support Wilkerson is known for, Gina says their sales consultants made their retirement sale, “successful and quite easy.”

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