In the duration of a phone call, there's ample room for error, such as starting the conversation with price instead of the card message or placing a...
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Let Customers Linger a Little Before You Say Hello
How do you greet your customers? "How may I help you?" is friendly, but direct — a good choice for people who order over the phone and appreciate...
Angry Customer? Imagine a Cute Kid
Here’s a simple strategy to keep your cool when dealing with an angry, flustered customer:Picture him or her as a small child, “happy and running on...
Customer: “Puleeze…can I give you more money?” Florist salesperson: “Nope.”
The headline sounds harsh, but that’s still the gist of many “secret shopper” conversations sales expert Tim Huckabee with FloralStrategies, LLC,...
How to Win Back MIA Customers
It doesn’t take something as unforgivable as, say, delivering the mistress’ arrangement to the wife, to lose a customer. Quite the contrary,...