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

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


Today’s chuckle:

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


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