“I’ll Be Back” – What that really means in retail

Reading Time: 6 minutes Could it be that our customers are watching too many Arnold Schwarzenegger movies? Because in retail, when someone says, “I’ll be back,” we all know what usually happens next: they’re gone – and they’re not coming back. Retail salespeople have been haunted by the “Be-Back” line for years. The real question is: what do you do when a shopper gives you an objection that may or may not be the truth? These types of objections are what we call stalls. They sound polite on the surface, but often hide the real reason the customer isn’t ready to buy. Common Stall: “I’m going to think about it.” Do you really believe they’re going home to light a candle, pour a glass of wine, and spend the evening reflecting on your product knowledge and pricing breakdown? Probably not. So what’s really happening? In many cases, the customer doesn’t feel ready, doesn’t fully trust you yet, or doesn’t see enough urgency or value to buy right now. And here’s the kicker: we’ve trained them to behave this way. Over time, customers have learned that when they give an objection, one of two things typically happens: 1. The salesperson backs off too easily. “Here’s my card – come back when you’re ready.” Translation: You’ll never see them again. 2. The salesperson gets defensive. “We’ve got the best prices!” or “What do I need to do to earn your business today?” The customer feels cornered and starts looking for the nearest exit. Neither response builds trust or motivates the customer to stay engaged. So what should you do instead? It starts with empathy. Put yourself in the customer’s shoes. They’re in your store, trying to make a decision. They may feel overwhelmed, unsure, or afraid of making the wrong choice. The 7-Step Objection Handling Process There are seven basic steps to handling both stalls and specific objections. Follow this process to identify the true reason behind the objection – and give yourself the chance to fix it and make the sale. 1. Listen to the entire objection. Don’t interrupt. Let the customer finish their thought completely. 2. Acknowledge the objection. Show that you’re listening: “I understand,” or “That makes sense.” 3. Give soft agreement. Validate their perspective without necessarily agreeing. “I can appreciate that.” 4. Relieve resistance. Before they walk out, ask: “Before you go, can I ask you one quick question?” “Did you love (or like) the item?”

• If yes, move to Step 5.
• If no, ask: “What would you have liked to see done differently?”

5. Review what you discovered during the presentation.

Use open-ended prompts:

• “How did you feel about the quality/features/style?”
• “What stood out to you the most?”

This brings the conversation back to their needs.

6. Increase perceived value.

Rebuild the excitement. Add more Features, Benefits, and Agreement (FBA) – not just about the product, but about why buying from you and your store matters.

7. Address the price. Ask directly:

• “How did you feel about the price?”
• “Is the price of this particular item too high?” – That’s a value issue.
• “Is it more than you wanted to spend today?” – That’s a budget issue.

What To Do Next If it’s a value issue: Add more compelling FBAs. Tell a quick “company story” that builds trust in your store or brand. Reinforce what makes this item worth it. If it’s a budget issue: Ask: “How much were you hoping to spend?” If they say, “I didn’t want to go over $X,” then show an item in that range – but sell it on its own merits. Don’t degrade it by comparing it to the more expensive item. If they ask, “Does it have [specific feature]?” be honest: “No, unfortunately it doesn’t.” But offer alternatives or creative solutions that keep the conversation going. Avoid condescending responses like, “You get what you pay for.” Instead, focus on what the customer truly values, and find a way to deliver that – within their comfort zone. The Key to Handling Objections: At any point in the process, you may uncover the real objection. Once you do, your goal is simple: fix it. You either:

• Add value with a new reason to buy (fresh FBAs), or
• Solve the price issue, and
• Ask for the sale again.

It’s also vital that the customer feels heard throughout the process. When you review the presentation and respond to their answers with care, they know you’re listening – and that builds trust. Turning “I’ll Be Back” into “I’m Ready to Buy” This is how you turn a polite exit into a real conversation – and a lost sale into a saved one. Bottom Line When you respond with empathy instead of pressure, and with curiosity instead of canned lines, customers feel heard. They stay engaged. They’re far more likely to buy – either now or very soon. And just like that, the “Be-Back” bus? It starts pulling back into your parking lot a whole lot more often. Will it work every time? No, but it will work a lot more often the “Here’s my card.” For more helpful advice on being the best salesperson you can be, visit principlesforbusinessandlife.com and sign up for My Viewpoint Newsletter.