“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