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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

Since launching in 2017, PETS+ has won 16 major international journalism awards for its publication and website. Contact PETS+'s editors at editor@petsplusmag.com.

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What to Say When Your Sale Has Stalled

Great phrase to reframe the conversation.

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“As you said, that’s not the most important factor in your decision.”

WHEN TO USE IT? When a sales pitch has stalled, this phrase is a great way of reframing the conversation while showing that you’re listening carefully to the client. Example: “Great. Let’s go back to the last one I showed you,” Joe suggested. “It isn’t the cheapest, but as you said, that’s not the most important factor in your decision.”

Source: Renée Evenson, Powerful Phrases for Effective Customer Service: Over 700 Ready-to-Use Phrases and Scripts That Really Get Results

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A Surefire Way to Frame Bad News in a New Light

The end result is a much more positive feeling.

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You’re in luck! I just happen to have a spot open on Friday.”

say this, instead of telling a client who calls and asks for an immediate grooming appointment for her beloved Poodle: “Sorry, you can’t come in until Friday. We’re booked solid until then.”

why? It’s the same message — delivered in a much different language. And the end result is a much more positive feeling.

Source: Jeffrey Gitomer, author of Customer Satisfaction Is Worthless, Customer Loyalty Is Priceless

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A Surefire Means to Encourage Good Work

‘What I like about your (idea, work, behavior) is …’

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“What I like about your (idea, work, behavior) is …. What would make me like it even more is ….”

when to say it: When you’re dealing with a particularly sensitive employee and you want to keep the interaction positive so they don’t get defensive.
how to say it: Give meaningful, specific examples of what you like, and explain why you like these points. Then deliver the followup (“What would make me like it even more ….”), which will encourage better work.

Source: Caroline Webb, author of How to Have a Good Day: Harness the Power of Behavioral Science to Transform Your Working Life

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