TY  - BOOK
AU  - Griffin,Jack
TI  - How to say it: creating complete customer satisfaction : winning words, phrases, and strategies to build lasting relationships in sales and service 
T2  - How to say it series
SN  - 9780735205253 (alk. paper)
AV  - HF 5438 G851h 2013
U1  - 658.8/12 23
PY  - 2013///
CY  - New York
PB  - Prentice Hall Press
KW  - Selling
KW  - Ventas
KW  - Customer services
KW  - Servicio al cliente
KW  - Consumer satisfaction
KW  - Satisfacción del consumidor
KW  - Relaciones con los clientes
KW  - Business communication
KW  - Comunicación en los negocios
N1  - 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
N2  - 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
ER  -