Customer service expert and former electronics salesman Bob Johnson believes a retailer should never say “I don’t know” to a customer. This is the #1 phrase that should never be uttered on his 9-strong list, revealed in the February issue of Appliance Retailer magazine.
“As a general rule in selling and service, I avoid saying ‘I don’t know’,” Johnson said. “Depending on the request or question, a better response could be, “Let me check that with our refrigeration guru/delivery people/manager (et cetera)”.
“Alternatively, ‘Before I answer that, I’d just like to get a second opinion’ is a better response.
“With technical questions, before dashing off to do your research, ask how important that feature/aspect of the product is.
“For example, ‘So is macro photography something you’ll be doing a lot of?’. The customer’s answer will now guide your next move.
“Another way to avoid ‘I don’t know’ is, ‘You know, there are a couple of options — let me check which will be best for your situation’.
“The less often customers hear ‘I don’t know’ the more confidence they will have that they are in the right hands.”
Check out Appliance Retailer magazine for the full list of things you should never say to a customer.