Saying “It is like this one”  is unfriendly and not very helpful for customers who aren’t pleased with the item they are looking at or are trying out. 

In fact, it can come across like you are saying, “that’s the way it is. You can either take it or leave it.”

It even seems like you’re implying to the customer that he/she is being difficult. After all, that’s the way it is and others have been all right with it.

Focus On Customer Service

It is better to acknowledge the problems you see and offer solutions or alternatives.

But if that’s the way it is, and you have to tell it like it is, then say it tactfully.

E.g. I’m afraid that’s how it works / that’s how it’s made.  If you don’t think it’s suitable, perhaps you would like to try something else.

Source: Edited from the Singapore Retailers Association's Speak Good English pamphlet.