So we can expedite the order, NEED to sign the order form. ♦ you’ll NEED to mail back the invoice with the payment. ♦ You’ll NEED to be here for your appointment at 8:00 a.m. ♦ You’ll 3. Think about these questions: Do you agree that using the word "HAVE" can offend others and appear to be a demand ♦ rather than a request? What feelings did you experience as you watched the scene in the DVD vignette unfold? ♦ How would you have felt if you were the customer? Same/Different? ♦ Discussion Questions Key Point a – #4: “Just Second” 1. Why is a phrase as innocent sounding as a forbidden? “Just second” Because nothing takes a second and not the truth. ♦ it’s 2. Why is it so important to tell customers the truth? It establishes your credibility. ♦ It builds rapport with the customer. ♦ It sets the stage for a productive relationship, both for you and the customer. ♦ 3. the recommended way to put a customer on hold when you know the may take What’s “hold” longer than it should? Be honest. Tell the truth. Let the customer know what they can expect. ♦ information you need may take 2 or 3 minutes. I need to check another Example: “The item.”
♦ So we can expedite the order, you’ll NEED to sign the order form. ♦ You’ll NEED to mail back the invoice with the payment. ♦ You’ll NEED to be here for your appointment at 8:00 a.m. 3. Think about these questions: ♦ Do you agree that using the word "HAVE" can offend others and appear to be a demand rather than a request? ♦ What feelings did you experience as you watched the scene in the DVD vignette unfold? ♦ How would you have felt if you were the customer? Same/Different? Discussion Questions – Key Point #4: “Just a Second” 1. Why is a phrase as innocent sounding as “Just a second” forbidden? ♦ Because nothing takes a second and it’s not the truth. 2. Why is it so important to tell customers the truth? ♦ It establishes your credibility. ♦ It builds rapport with the customer. ♦ It sets the stage for a productive relationship, both for you and the customer. 3. What’s the recommended way to put a customer on hold when you know the “hold” may take longer than it should? ♦ Be honest. Tell the truth. Let the customer know what they can expect. Example: “The information you need may take 2 or 3 minutes. I need to check another item.”
4Five%20Forbidden%20Phrases%20LG%20DRAFT.docx