4
THE SECOND STAGE: DECODING THE MISSION
The man keeps checking his watch. The woman is roaming around through the men’s department. The customer turns over the price tag and nearly passes out.
Clues. All clues. Nonverbal clues.
The man looking at his watch is in a rush. The woman in the men’s department is probably hunting for something for her husband or son or a friend. The shopper looking at price tags probably is on a budget and is price-conscious.
Why this interest in clues? Well, in a sense salespeople are detectives. In helping a customer, it’s always important to figure out who that customer is and why the person is there. Every customer is a mystery to be solved. Some might take a lifetime to fully figure out, but we’re willing to ...
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