Influcence with Ease®

  • Jeff Mowatt, BComm, CSP
  • Customer Service Strategist
  • Certified Professional Speaker

From the archives of Jeff Mowatt's bi-weekly 30-second customer service training tips...

The Gasp Reaction

To avoid paying more than market value when negotiating, consider using the 'gasp' reaction. Let's say you're visiting a flea market and you ask a merchant how much an item costs (you assume it's eight dollars). If the merchant says, "Ten dollars." Using the gasp reaction, you'd reply in a voice of astonishment, "Ten dollars!?" (That's the gasp). You then remain silent, looking at them for some sort of explanation. If they've inflated their opening price, they may immediately start lowering it - and you haven't even begun discussing what you think it's worth.

Today's chuckle:

Never do card tricks for the group you play poker with.


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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com

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