How to Say it: Creating Complete Customer Satisfaction Winning Words, Phrases, and Strategies to Build Lasting Relationships in Sales a nd Service – (PDF/EPUB Version)

 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