Pawn Shop Performer Blog

The B Word

One of my coaching members sent me a message earlier this week and was absolutely thrilled that I taught him how to use the "B" word. No not that one. I'm talking about the "B" word that is much more powerful. Any guesses? This is almost a magical word when working at a pawn shop and negotiating with your customers. Used properly, it truly is amazing.

I teach it in the "putting you in the customer's shoes" section of the Pawn Shop Performer(tm) http://www.pawnshopperformer.com/ coaching program. This is because this section teaches how to naturally be empathetic with all of your customers and clients, and the "B" word is awesomely powerful when used in empathy statements and responses.

Still don't have it? Come on - I just used it for you. The word is because. Here's how it works. Using the word "because" properly with your customers will instantly make a statement more believable during negotiation. Let me give you an example.

Your customer says to you: "I don't understand why you can't loan me the $40 I need on us. It is in excellent shape, it isn't that old, and I paid over $100 for it."

Your reply to the customer might be: "I agree with you completely. It certainly isn't that old, and it is in excellent shape. Now I understand that you need to borrow $40. The only reason I can't get you that much on this one piece is 'because' the price of them continues to drop at the retail big-box stores. But I would sure love to loan you the $40. Would you have anything else you can put with it?" Now - let's take a look at what you accomplished with this statement.

First off, you showed the customer that you understood exactly how they feel and exactly what they need. The simple because statement answered their questions and gave your judgment meaning. On top of that, you still made the effort to get them the money they need. Let me give you an even better example.

Your customer says to you: "I want to know if my son pawned my jewelry. I know he does business here and my jewelry is missing. Let me give you his name."

Your reply to this customer might be: "I imagine you must be pretty upset about this, and I understand how you feel 'because' I have had things taken from me too. I will be happy to help you out but we must follow established procedures. The only reason I can't just look it up is 'because' of state and federal privacy laws. I will get my manager to help you."

Okay - I tricked you on this one. The statement contains two "B" words. But let's take a look at what you accomplished with it.

You are dealing with a person who is very upset and looking for someone to blame it on. Your statement calms them down and lets them know you realize how they feel and why. It also lets them know there are established procedures in place for handling this sort of situation. And it lets them know why you can't just spill your guts and tell them what they want to know. You also offer additional help. Sure beats saying "I can't tell you that!"

With a little practice using empathy and the word because in dealing with your customers, you will quickly discover nearly every interaction will always go smoother. It works like magic in a pawn shop. Give it a try and see what I mean. This is only one example of the hundreds of tricks and tips contained in the pages of the workbook, on the DVDs, and on the audio CDs of the Pawn Shop Performer(tm) http://www.pawnshopperformer.com/ coaching program.

But the only reason you should consider becoming a member is BECAUSE you choose to be the best pawn shop employee you can possibly be.

In Commitment to your Success,
Stephen Krupnik

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