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Say These Magic Words to Calm Down an Anxious Customer

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Why use it? It’s awfully hard for someone to turn down an offer. However, take caution when adding the word “you” to the end of this sentence. Make sure people know you want to help their situation, not them as a person. They might become defensive if they think you think there’s something wrong with them.

SOURCE: Scott Ginsberg, The Nametag Guy


This article originally appeared in the September 2018 edition of PETS+.   

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Here’s What to Say When in Price Negotiations Tension

…and do it with a laugh

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“No, my best price is $200!”

when to say it: The price of the item you’re selling is $179.99. The customer looks at you slyly and asks you, “Is that your best price?” You answer, with a laugh, “No, my best price is $200!” It’s a nice, light way of defusing negotiations, establishing the value of your product and telling the customer you won’t go lower.

Source: PETS+

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A Surefire Way to Express Disapproval Without Offending

Because comfort is everything …

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“I’m not comfortable with that.”

why use it? This is a good enough reason to object to anything because comfort is everything. And people won’t inquire why it’s not comfortable, they’ll respect your choice. You don’t have to defend it.

Source: Scott Ginsberg, aka “That Guy with the Nametag,” networking expert and author

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What to Say to the Customer Who Saw It on the Internet for Less

This re-establishes your ground as the expert.

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

when to use it: When a customer says, “I saw it on the internet for less.”
why? It’s a compliment and re-establishes your ground as the expert. Use this opening to explain why your prices might be higher because of your expertise, reputation, trustworthiness … (we trust you know).

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