“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.
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