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Dave Richardson

Sales Truths: Words Can Turn Off Customers

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WHY IT'S TRUE 
A customer says, “I think my watch needs a new battery; can you fix it?” Your answer: “No problem.” Not only do we hear these two words every day, we say them every day. If the words “no problem” are so negative, why do we use them?  
 
 
 
PLAN OF ACTION 
Instead, respond by saying, “It would be my pleasure, sir; and while I'm at it why don't we clean your watch for you?” The words “my pleasure” are a sign of genuine interest. Offering an add-on service gives the customer an unexpected benefit … free! Who knows, they just might be willing to look at something in the jewelry case while they are waiting.

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