No, The Customer Isn’t Always Right, Especially In Retail | Retail Today With Bob Phibbs, the Retail Doctor - Flash Briefing

Do you ever hear that old adage, "The customer is always right?" Yeah, they aren't always right. Anybody that works in sales worth their salt, especially when a retail store knows that, you know what? Customers can actually lie to you. They'll tell you they have no need after they just told you they had a need. They can tell you they have no money even though they do have money. What we want to do is to don't believe them when they first say that because when they're in your store, they have a need. They knew what something costs because they probably already started their search online. Just understand that they might be liars and that you've just got to get around that.

Making sure that when someone says, "I don't have the money for it," you can say, "Well if this took away that problem for you, would you be willing to take it home with you today?" "Well, yeah, maybe I would." You want to get them out of being able to say, I have no need or no money, because those are the oldest ways to push somebody away from selling. The good people push past that, usually with some kind of humor, and get the sale. Again, when somebody says they don't need your product, you have to not believe them if you really want to grow your retail sales today.

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