What to Say When Your Customer is Wrong
The following is an excerpt from a published article about "My 5 Second Rule for Small Business Owners" which included this bonus sales technique when a client states something you know is wrong:
As a small business owner, you know your business and as an expert, reacting to an email or face to face comment that you know is absolutely wrong will work wonders if you answer with two magic words: "You're right!". This works for several reasons. Most importantly, your customer may be expecting an argument, so they will only hear half of what you have to say if you reply saying they are wrong. The listener will be busy mentally sorting comebacks and supporting evidence, and may not hear any of your expert advice.
Telling someone "You're right" will have them on the edge of their chair waiting for your next comment. Shifting your argument to what you know to be the truth is easy. With a brief pause after your magic two words, continue with "...and there are many people who feel the same way. From years of experience, I've found that in fact (insert the truth based on your expertise here)... etc." and you give them the opportunity to accept your slant on the subject without having their opinion challenged. It works. For those concerned about ethics, the phrase "You're right!" is simply an acknowledgement that they have one view, and it is valid because that's how they feel.
The full article includes advice for making a favorable first impression, and is available at my article directory of small business advice on my main site.
TAGS: small business advice sales technique advice articles
As a small business owner, you know your business and as an expert, reacting to an email or face to face comment that you know is absolutely wrong will work wonders if you answer with two magic words: "You're right!". This works for several reasons. Most importantly, your customer may be expecting an argument, so they will only hear half of what you have to say if you reply saying they are wrong. The listener will be busy mentally sorting comebacks and supporting evidence, and may not hear any of your expert advice.
Telling someone "You're right" will have them on the edge of their chair waiting for your next comment. Shifting your argument to what you know to be the truth is easy. With a brief pause after your magic two words, continue with "...and there are many people who feel the same way. From years of experience, I've found that in fact (insert the truth based on your expertise here)... etc." and you give them the opportunity to accept your slant on the subject without having their opinion challenged. It works. For those concerned about ethics, the phrase "You're right!" is simply an acknowledgement that they have one view, and it is valid because that's how they feel.
The full article includes advice for making a favorable first impression, and is available at my article directory of small business advice on my main site.
TAGS: small business advice sales technique advice articles
Jim Degerstrom 
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