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Line Time: “I Wish We Could Do That …”

…but we cannot

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when to use it: With a customer who is trying to negotiate a better price or one who is asking for an unreasonable allowance for an error.

why? Instead of creating an adversarial scenario, these words actually compliment a customer for his intelligence. Do they always work? No. But they work frequently enough to remember. — Rick Segel, Retail Business for Dummies

Since launching in 2017, PETS+ has won 11 major international journalism awards for its publication and website. Contact PETS+'s editors at editor@petsplusmag.com.

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Make People Listen with This Line

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“Here’s what I have learned …”

Why use it?

People don’t care what you know; they only care what you have learned.

Source: Scott Ginsberg, aka “That Guy with the Nametag,” networking expert and author

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Two Motivating Words We Bet You Can’t Say in a Monotone Voice

Go ahead and try it. We dare you.

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“Definitely!” or “Absolutely!”

WHY TO USE IT: It’s difficult saying words like “definitely” or “absolutely” in a bored or monotone voice. These words lend themselves to speaking in a confident, self-assured manner. Use them and watch your enthusiasm for that new line of dog leashes become contagious.
Source: Renee Evenson, Powerful Phrases for Effective Customer Service

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Say These Magic Words to Calm Down an Anxious Customer

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Why use it? It’s awfully hard for someone to turn down an offer. However, take caution when adding the word “you” to the end of this sentence. Make sure people know you want to help their situation, not them as a person. They might become defensive if they think you think there’s something wrong with them.

SOURCE: Scott Ginsberg, The Nametag Guy


This article originally appeared in the September 2018 edition of PETS+.   

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