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Unformatted text preview: Avoid the words I and WE Be positive” avoid using the words: • No • Complaint • Criticize • Not • Fear • Blame • Failed • Doubt • Never • Sorry Instead Never allow customers to shop without first greeting them Say Always greet customers as soon as they enter the store Instead We do not make exchanges for purchases without the receipts Say With you receipt, you may exchange any purchase This requires looking at how your message will be received by the audience. Once you have made the change, it is actually quite simple. Quiz Please provide us the rates of your delivery service. Your new statement is now easier to read. Thank you for choosing the new orion e-scanner. You should receive your order on Thursday. You have earned a bonus for your energy-saving suggestions....
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- Spring '09
- Cheque, invoice, Hard rock, minimum balance