Post by tarabornagain on Jul 12, 2012 14:10:43 GMT -5
You know those customers who just get under your skin? Rude or insensitive or who cannot hear you over the sound of their own greatness?
We have developed a few statements and techniques for easing these interactions, and I'd love to hear some ideas from others!
"I can get that brand new for $5 more!!!"
---Wow! That sounds like a great deal! You should snatch that up quick before it's gone! Thanks for checking with us, though. <smile>
"That's ridiculous!" (referring to a policy on returns, selling/consigning items, etc)
---(feel, felt, found technique) I totally understand how you feel. I felt the same way. Here's what I found out... <then explain the reasoning, always in the 3rd person, never referring specifically to a problem with the person in front of the counter>
"You don't want this classic? Why the heck not?!"
---<conspiratorial tone> This is a beautiful piece and I would totally love it myself (or put my child in it). Unfortunately, young people today just don't recognize quality, you know?" (smile)
We have developed a few statements and techniques for easing these interactions, and I'd love to hear some ideas from others!
"I can get that brand new for $5 more!!!"
---Wow! That sounds like a great deal! You should snatch that up quick before it's gone! Thanks for checking with us, though. <smile>
"That's ridiculous!" (referring to a policy on returns, selling/consigning items, etc)
---(feel, felt, found technique) I totally understand how you feel. I felt the same way. Here's what I found out... <then explain the reasoning, always in the 3rd person, never referring specifically to a problem with the person in front of the counter>
"You don't want this classic? Why the heck not?!"
---<conspiratorial tone> This is a beautiful piece and I would totally love it myself (or put my child in it). Unfortunately, young people today just don't recognize quality, you know?" (smile)