Through a special arrangement, presented here for discussion is a summary of a current article from the Retail Doc blog.
While customers often feel salespeople can't be trusted, retailers are often faced with selling to customers who tell white lies to avoid purchasing an expensive item.
Here are five of the most common lies I've come across and how retail salespeople can handle them:
"We can't afford it": People who don't have money don't go shopping. Your goal is to help them see that by not purchasing that specific product, they are making their life more difficult, not easier. Give them features and benefits throughout the sale to show them that this product is the best buy for them right now. Another way to still get the sale is show them a product that is cheaper, but similar enough that they don't mind giving up one or two features they said were important to them.
"Just looking": The danger of believing, "They don't need my help," is that you passively wait for customers to say, "I'll take it." The simply answer to that statement, "That's great we have lots to look at including our newest product we just got in over here" and then leave. Once they pick something up, return and try to build rapport. Bombarding them with items without having first built rapport could make them angry enough to walk out.
"We'll look around": Often heard at the close of a sale, the line indicates this product isn't what they want. What they're really saying: "We want to get away from you," and/or "We don't want to hurt your feelings." At this point, turn over the sale to someone else. Sometimes personalities just aren't a fit.
"I have to ask my husband": Also often heard toward the close of the sale, it says they aren't the decision maker. What they are really saying is they still don't trust you as a salesperson. Once you hear that, repeat back to them in a kindly manner what they said they were looking for, three benefits of the product, and shut up. That might enhance trust enough to shore up a sale. If they really have to ask their husband, you've armed them with a bullet list of reasons for purchasing the product.
"It's too expensive": What the customer is really saying is it's too expensive for the amount of benefit they think they'll get out of it. They need to hear that this product will make their life easier, more comfortable, or more special. You know why these items cost more, your customers don't. Take the time to educate them so they can treat themselves to what they deserve.
Which is the most challenging 'white lie' used to avoid engaging with retail associates or making a purchasing decision?