“I wish I 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 Kit for Dummies. 

This article originally appeared in the November-December 2017 edition of INVISION 

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