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  • Selling Skills Impact of Language Exercise

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    SampadaDeshpande
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    This document provides examples of negative language used in customer service situations and suggests more positive alternatives. The negative statements include saying a component is not available, not knowing an answer, stating something won't work, and mentioning a problem. The positive replacements focus on being helpful, finding solutions, and directing the customer to the appropriate resources to have their needs met. The purpose is to demonstrate how language can impact customer experiences and suggest using a more solution-oriented approach.

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    Selling Skills Impact of Language Exercise

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    This document provides examples of negative language used in customer service situations and suggests more positive alternatives. The negative statements include saying a component is not available, not knowing an answer, stating something won't work, and mentioning a problem. The positive replacements focus on being helpful, finding solutions, and directing the customer to the appropriate resources to have their needs met. The purpose is to demonstrate how language can impact customer experiences and suggest using a more solution-oriented approach.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as doc, pdf, or txt
    5 views3 pages

    Selling Skills Impact of Language Exercise

    Uploaded by

    SampadaDeshpande
    This document provides examples of negative language used in customer service situations and suggests more positive alternatives. The negative statements include saying a component is not available, not knowing an answer, stating something won't work, and mentioning a problem. The positive replacements focus on being helpful, finding solutions, and directing the customer to the appropriate resources to have their needs met. The purpose is to demonstrate how language can impact customer experiences and suggest using a more solution-oriented approach.

    Copyright:

    © All Rights Reserved
    Download as DOC, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as doc, pdf, or txt
    of 3

    IMPACT OF LANGUAGE

    Negative/ Positive Exercise


    QUESTION SHEET

    I am afraid we do not carry XXX


    components

    I do not know

    It won’t do that

    That is going to be a problem

    I can not help you in the


    showroom, you have to call
    Customer Services

    It is Company Policy I am
    afraid

    Technical Support will deal


    with you

    www.abctrainingsolutions.biz - now uploaded with loads of freebie trainer resources!


    IMPACT OF LANGUAGE
    Negative/ Positive Exercise
    SUGGESTED ANSWER SHEET

    I am afraid we do not carry xxxx At Henry Hertz computers


    components we only stock industry
    standard components. Intel
    have a massive Market share
    and are the World Leaders in
    their field. Industry Standard
    hardware and software is
    built and designed for
    INTEL.

    I do not know I will find out for you

    It won’t do that It will do it this way

    That is going to be a problem Let’s think of the best way to


    tackle this

    I can not help you in the Customer Services are fully


    showroom, you have to call equipped to help you.
    Customer Services It would be quicker and
    easier for you if you contact
    our experts in the technical
    support department

    It is Company Policy I am This is what I can do for you.


    afraid

    Customer Services will deal Customer Services will help


    with you you

    www.abctrainingsolutions.biz - now uploaded with loads of freebie trainer resources!


    www.abctrainingsolutions.biz - now uploaded with loads of freebie trainer resources!

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