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

By Jack Griffin

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

• Format: Paperback
• Language: English
• ISBN: 0735205256
• ISBN13: 9780735205253
• Release Date: March 2013
• Publisher: Prentice Hall Press
• Length: 272 Pages
• Weight: 0.65 lbs.
• Dimensions: 0.7" x 6.0" x 9.1"
• Age Range: 18 years and up
• Grade Range: Postsecondary and higher