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The Right Words to Say to the Customer Who Asks for Something Unreasonable

You can’t give in, but a show of sympathy can make things better.

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‘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. — Rick Segel, Retail Business for Dummies

Since launching in 2017, PETS+ has won 11 major international journalism awards for its publication and website. Contact PETS+'s editors at editor@petsplusmag.com.

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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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Make People Listen with This Line

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“Here’s what I have learned …”

Why use it?

People don’t care what you know; they only care what you have learned.

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

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