Key Points: Five Forbidden Phrases 1. Don’t Know.” “I Replace with: a great question. Let me ♦ “That’s check and find out.” 2. Can’t Do That.” “We Replace with: what we can do.” ♦ “Here’s Offer a positive alternative. ♦ 3. Have To…” “You’ll Replace with: NEED to...” ♦ “You’ll Take orders rather than give them. ♦ 4. a Second.” “Just Replace with: you able to hold?” ♦ “Are Wait for a response. ♦ 5. at the Start of a Sentence. “No” before you answer. ♦ Eliminate the and with the next word. ♦ ‘NO’ Example: Have you ever been to ? Old No, I haven’t. – New I haven’t. – Answers to Quiz on the Five Forbidden Phrases” “Pre-Program
Key Points: Five Forbidden Phrases 1. “I Don’t Know.” ♦ Replace with: “That’s a great question. Let me check and find out.” 2. “We Can’t Do That.” ♦ Replace with: “Here’s what we can do.” ♦ Offer a positive alternative. 3. “You’ll Have To…” ♦ Replace with: “You’ll NEED to...” ♦ Take orders rather than give them. 4. “Just a Second.” ♦ Replace with: “Are you able to hold?” ♦ Wait for a response. 5. “No” at the Start of a Sentence. ♦ before you answer. ♦ Eliminate the ‘NO’ and with the next word. Example: Have you ever been to ? Old – No, I haven’t. New – I haven’t. Answers to “Pre-Program Quiz on the Five Forbidden Phrases”
TD4Five%20Forbidden%20Phrases%20wkbk%20DRAFT.docx