PS_Ch04 cont

PS_Ch04 cont - Asking Questions To collect information To...

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Unformatted text preview: Asking Questions To collect information To maintain information flow To set the stage Guidelines for Asking Questions t Open questions encourage customers to speak freely. t Since there are no simple answers, these questions encourage longer responses. Use open-ended questions Guidelines for Asking Questions t Closed-ended questions can be answered with a word or short phrase. t Closed-ended questions pin down specifics and confirm understanding. Use closed-ended questions judiciously. Guidelines for Listening Repeat information Restate or rephrase information Clarify information Summarize the conversation Tolerate silences Concentrate on what is being communicated Guidelines for Effective Speaking Characteristics of words Use effective words Paint word pictures Tailor words to the customer Making Verbal Communication Effective: Effective Use of Words Dont use words that trigger fear: Dont say Do say Dont say Do say Cost or price Investment Problem Challenge Down payment Initial investment Objection Area of concern Contract Agreement Customer Companies, people we serve Buy Own Cheaper More economical Sell Get involved Appointment Visit Sign Approve, endorse Prospect Future client Deal Opportunity Commission Fee for service...
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PS_Ch04 cont - Asking Questions To collect information To...

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