How to Say it: Creating Complete Customer Satisfaction: Winning Words, Phrases, and Strategies to Build Lasting Relationships in Sales a nd Service

Jack Griffin

ມ.ນ. 2013 · ຂາຍໂດຍ Penguin

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 A guide to effectively communicating with customers to create lasting—and repeat—business relationships. 

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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Jack Griffin is the author of How to Say It at Work and How to Say It for First-Time Managers. He is a communications expert and consultant to small businesses, entrepreneurs, cultural institutions, and publishers.