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Perfect Phrases for Customer Service, Second Edition (Perfect Phrases Series)

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Let there be no doubt. Old-school methods like aimless cold calling, using "tie- down questions," or memorizing scores of worn-out old closes will blow up in your face in this century. Salespeople who master the art of building trust outsell those who are merely glad-handers looking for another target of opportunity.

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Certainly, in order to have the opportunity to build trust, it's important to be pleasant and friendly. But all in all, a salesperson who is trustworthy and knows how to demonstrate and communicate that trustworthiness at the very first opportunity will outperform one who is just a smooth-talking "flash in the pan.

Which should you be? Which are you? What type of sales experience are your prospects and customers looking for and expecting? What type of experience do you give them? What does that mean to you? Simply that you need to get to the point of your meeting with the greatest speed and efficiency. Move from small talk to positive, effective sales talk with confidence, trust, and ease. Prospects don't have time to invest in a long, drawn-out journey waiting for you to get to the point. What might be your problem?

To make a sale, earn a commission, win a contest, earn a bonus, keep your job, pay your bills, get a promotion, or look good to other people.


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The truth is that none of these have anything to do with their problem! And just what might their problem be?

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To achieve greater efficiency, make money or a profit, keep their job, fix something that's broken, enhance their organization—or to solve whatever your product or service helps them solve. Why will they do that? It's simple. In the world of commoditization, price always rules.

50 PHRASES IN BUSINESS ENGLISH

Prospects are always trying to get the best price. Therefore, if they can reduce whatever product or service you sell to a commodity, they'll win!

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Your job is to keep that from happening. However, in order to do that, you must know exactly what, when, and how to deal with it. You need to be prepared to handle "I can get the same thing down the street"—and handle it well. Reality: Prospects will ask the price of your product or service before you're prepared to give it.


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  8. Premature price questions are far more the rule than the exception. And, once you offer a price either verbally or in writing, that's likely to be the only thing your prospect will remember about your product or service! And if you offer it too soon you won't have created value.

    Because you haven't shown how you can satisfy a want, fulfill a need, solve a problem, or resolve an issue. On the other hand, if you withhold it too long or too clumsily, you'll run the risk of alienating your prospect and creating an adversarial relationship.