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

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

by Jack Griffin
     
 

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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

Overview

 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

Editorial Reviews

Library Journal
Griffin’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
(c) Copyright 2013. Library Journals LLC, a wholly owned subsidiary of Media Source, Inc. No redistribution permitted.

Product Details

ISBN-13:
9780735205253
Publisher:
Penguin Publishing Group
Publication date:
03/05/2013
Pages:
272
Sales rank:
1,273,525
Product dimensions:
6.00(w) x 9.10(h) x 0.60(d)
Age Range:
18 Years

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