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Page 68 JANUARY 2018 | RETAILERS FORUM MAGAZINE

forumworkshop

FORUM WORKSHOP

continued...

WHAT TO SAY & NOT TO SAY

For everything

you should say,

there are numerous

statements

which should

never cross your

lips. One of the

best ways to learn

these and remember

the important

do's and don'ts is

to associate some key phrases with the consumer

character types described. Here are

some suggestions and examples which should

help you win customers and close sales, as well

as prevent you from losing the transactions.

Fast Freddie - Do: Let me take that for you right

now. I'll call in your card while you're signing.

Would you like this sent to save you time? I'll put

them on hold. Let's see how fast we can ring this up.

Don't: I'll be with you in a few minutes. I hope the

lines aren't as backed up as last time. Let me refold

this and box it ... Let me take this call.

Slow Sally - Do: That is very interesting. Can you

tell me more? Would you like me to show you the

other models? Lets's talk about that ... What do you

think?

Don't: I'm in a hurry, so let me take that right now.

No use wasting time, let's ... That's nice (she just

told you her aunt died in a car accident and you

weren't listening). Let's see how fast I can get you

out of here.

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