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How to say it : creating complete customer satisfaction : winning words, phrases, and strategies to build lasting relationships in sales and service / Jack Griffin.

By: Material type: TextTextLanguage: English Series: How to say it series | How to say itPublication details: New York : Prentice Hall Press, 2013.Edition: 1st edDescription: x, 260 p. ; 24 cmISBN:
  • 9780735205253 (alk. paper)
  • 0735205256
Other title:
  • Creating complete customer satisfaction
Subject(s): DDC classification:
  • 658.8/12 23
LOC classification:
  • HF 5438 G851h 2013
Contents:
Prepare yourself -- Go prospecting -- Speak value -- Sing AIDA -- Overcome objections -- Close it -- Sell your best prospect -- Sell a retail customer -- Sell a purchasing manager -- Sell a corporate executive -- Sell an entrepreneur/small business owner -- Sell a professional -- Master the service vocabulary -- Master the medium -- Sell up, sell right -- Provide support -- Welcome all complaints (and ask for more!) -- Create fans.
Summary: This book provides practical, results-oriented guidance for effective communication with customers through sample words, phrases, scripts, and strategies applied to real-world examples. Unlike the vast majority of books that deal with customer communication, How to Say It®: Creating Complete Customer Satisfaction does not separate sales from customer service communications, but instead integrates them into a single book. Readers will learn how to:Speak the language of Yes by asking the right questions Get referrals through established customers Offer value through solutions, satisfaction, and trust Anticipate and preempt objections Own a problem by owning the solution
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Holdings
Item type Current library Home library Collection Shelving location Call number Copy number Status Barcode
Libro Libro Biblioteca Juan Bosch Biblioteca Juan Bosch Ciencias Sociales Ciencias Sociales (3er. Piso) HF 5438 G851h 2013 (Browse shelf(Opens below)) 1 Available 00000119965

Includes index.

Prepare yourself -- Go prospecting -- Speak value -- Sing AIDA -- Overcome objections -- Close it -- Sell your best prospect -- Sell a retail customer -- Sell a purchasing manager -- Sell a corporate executive -- Sell an entrepreneur/small business owner -- Sell a professional -- Master the service vocabulary -- Master the medium -- Sell up, sell right -- Provide support -- Welcome all complaints (and ask for more!) -- Create fans.

This book provides practical, results-oriented guidance for effective communication with customers through sample words, phrases, scripts, and strategies applied to real-world examples. Unlike the vast majority of books that deal with customer communication, How to Say It®: Creating Complete Customer Satisfaction does not separate sales from customer service communications, but instead integrates them into a single book. Readers will learn how to:Speak the language of Yes by asking the right questions Get referrals through established customers Offer value through solutions, satisfaction, and trust Anticipate and preempt objections Own a problem by owning the solution

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