"The customer is always right" - this is the basic rule that is guided by conscientious sellers. However, there is always an exception. If you are unable to serve the customer for any reason, he should be refused. Moreover, this must be done competently and politely.
Instructions
Step 1
Make sure you cannot sell the item to that customer. In this case, one should be guided by the law, the charter of the organization or moral principles. For example, before refusing a customer to purchase tobacco products, you should make sure that he has not reached the age of majority, and only then tell him that you cannot serve him.
Step 2
Be extremely polite when you refuse. Unfortunately, now very often you can encounter rudeness and rudeness. After such an attitude, the desire to re-visit the store disappears. The result of your refusal should not be a negative attitude towards the organization in which you work.
Step 3
Never raise your voice or shout at the customer. Remember that in your person you are the representative of the company. Before you give vent to your feelings and emotions, you should make sure that they do not negatively affect the image of your company.
Step 4
Don't take the customer as an enemy. Do not feel that he wants to cause you any inconvenience or difficulty. The more suspicious you are, the more difficult it will be for you to refuse.
Step 5
Explain the reasons why you cannot sell a particular product to a customer. Your reasoning should be clear and logical so that the client understands exactly why they refuse to serve him.
Step 6
Indicate to the buyer the conditions under which you will be able to serve him. For example, you might say that your store has finished working today, but tomorrow at such and such hours you will happily serve a late customer today.
