“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

This article originally appeared in the February 2018 edition of INSTORE.

This story is tagged under:
This story is tagged under: