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Library JournalGriffin’s (How To Say It at Work; How To Say It for First Time Managers) newest entry in the “How To Say It” series tackles sales and customer service and expounds on what words and phrases connect with customers. Three sections detail department processes from the viewpoint of customer service representatives—preparing to sell, selling to specific groups of people (e.g., programming end users, purchasing managers, and business leaders), and completing the cycle with how to deliver complete satisfaction to customers. Each chapter lists keywords and phrases as well as includes scripted scenarios drawn from conversations via email, phone, and in person meetings. Griffin bypasses common sales wisdom in favor of focusing on the customer experience and offers a practical guide with insight to enhancing the customer experience, using the best words.
Verdict A solid addition to general business collections and for those working in sales and/or looking for ways to become more effective in their roles.—Elizabeth Nelson, UOP Lib., Des Plaines, IL
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