- "That's our policy." This is a frustrating response that's aimed at shutting down conversation and shows no interest in customer satisfaction. It can be just as maddening as hearing someone say "tough luck."
- "No." Nearly everything is possible for a price. Respond to unusual requests by telling customers you will check into it. Then get back to them with a cost.
- "Check our website." Instead of making customers hunt around, offer them a direct link to the page or file they are looking for.
- "We're closed." Customers may not be aware of store hours or what time it is. So rather than turning away a sale, try saying, "We close at __ o'clock and reopen at __ o'clock. Is there something I can quickly help you with now?"
- "I don't know." If you don't know an answer, tell the customer you will find out for them.
- "That's not my department." Instead of pushing customers away with a vague answer, try saying, "I'll find someone who knows more about that department."
- "No problem." By saying "no problem," you are implying that customers are causing a problem. Remember, customers are not an interruption of our work; they are the purpose of our work.
- "It's out of stock." If you can't tell a customer when an item will be restocked, they will likely buy it elsewhere. Try saying, "That item is currently out of stock and will be back in on _____. Can I get your name and number to call you when it comes in?"
Tuesday, July 17, 2012
Things to Avoid Saying to a Customer
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