Trade-In Conversation Without Whiplash
Explain trade-in valuation through customer-relevant value categories rather than blunt defects.
Trade-in desk A customer expects $600 for an older keyboard with visible resale issues. The customer is comparing to original price; the store must compare to current resale requirements. Kano valuation Separate must-be, performance, and delight Trade-in value is not a verdict on the customer's taste. It is a prediction of what today's buyer will accept, pay more for, or reject. Blunt number State low value with no logic. The customer hears a reasoned appraisal instead of rejection. Explain buyer expectations before you explain the number. 01 Frame 02 Inspect 03 Fresh case Original price tension The customer says, 'I…
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