INDEX
Abbreviations on mobile device, 159
Accomplish? Plan It question, 5, 11, 13 (See also specific topics under Plan It)
Action step in closing, 111–117
Alcohol consumption, 154–155
Alternative solutions, offering, 165–166
Anger, handling your, 172–173
Apology, as insufficient, 179–187
be positive, 186–187
customer needs, 183
effective negative sales message, 187
focus on the solution first, 180–181
“I’m sorry” vs. “I apologize,” 184
liability, 181–183
Plan It question examples, 185–186
written apologies, avoiding, 181–183
Ask for what you want, 111–117
Attachments, 149–150
Auditory learners, 120–122
Authenticity:
authentic/solution-oriented buffers, 170–172
caring in message, 72
create a selling message, 60
likability, 73–74
social media trends, ...
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