1. handling complaints
1.1. DO
1.1.1. Respond in a helpfull maner
1.1.2. Get all the facts
1.1.3. Get sure you've recorded them accurately
1.1.4. Stay calm
1.1.5. Find out how they would like the complaint resolved
1.2. Don't
1.2.1. Respond deferensively
1.2.2. Leave the customer waiting
1.2.3. Tell the customer what you will do and what you can't do
1.2.4. Don't let things escalate
2. Discovering their needs
2.1. Probe the request
2.1.1. Open quiestions
2.1.1.1. Establish big picture: what, why, when. Identify issues, headlines, parameters
2.1.2. Closed questions
2.1.2.1. Identify details and specific requirements
2.2. Listen and check
2.3. Watch out for visual or verbal clues
3. Winning their confidence
3.1. S.T.A.N.C.E.
3.1.1. Smile
3.1.2. Tone of voice
3.1.3. Appereance
3.1.4. Names
3.1.5. Customer focus
3.1.6. Eye contact
3.2. Use human touch
3.3. take a relax approach
3.4. Acnolege the customer inmediatly
4. Offering choises
4.1. Know your product of service
4.2. Benefits, not features
4.3. Keep looking for opportunities
5. Completing the sale
5.1. Put Objections into perspective
5.1.1. Extract a benefic from the objection, remember complaints/objection are market feedback
5.2. Watch for Clossing clues
5.2.1. Clossing question: A.S.S.E.T.
5.2.1.1. Assumptive question
5.2.1.2. Selective question
5.2.1.3. Start date question
5.2.1.4. Extra benefit question