Every complaint is an opportunity. Changing what was irritating or making one customer happy may prove to be an improvement for all of your customers.

Selling Luxury by Robin Lent and Genevieve Tour

The customer is saying more than ‘I am not happy.’ She is giving the Sales Ambassador the chance to do something about it. Often, the customer who has complained and goes away satisfied is more loyal than before.

Selling Luxury by Robin Lent and Genevieve Tour

Packaging can raise our expectations of a product and make us reevaluate an entire category. We expect superior presentation from any wine packaging regardless of price, and an element of surprise and sensuality from a fragrance package.

Emotional Branding by Marc Gobé

Customers can feel it when individuals are only looking out for their own interests in making the sale. This ‘everyone for himself’ attitude is more than disagreeable. When personal conflicts are in play, they sometimes become more important than customers, whose numbers dwindle.

Selling Luxury by Robin Lent and Genevieve Tour

Customers want to make a statement about who they are and show their tastes. At times, they make purchases to be seen as belonging to a certain group. Other times, the reason can be distinctly opposite, they want their purchase to set them apart from everyone else.

Selling Luxury by Robin Lent and Genevieve Tour