Page 55 - Drive First Gear Complete - Web

• Procedures 20. “You will ONLY be charged…..”
16. “All you need to do is to just….” 21. “We have a variety of …..’
17. “A simple way / method to change it will 22. “It’s a wonderful service where instead of
be to…..” _______, you can ____________ …..’
18. “As soon as you receive…” 23. “This is the best plan/scheme for your
requirements…..’
• Benefits 24. “For just $_____. …you can…..”
19. “You will surely be able to enjoy…..”

The language we use greatly influences our customers’ behavior. Identify positive words and phrases in
order to understand how to communicate better with customers.

Using the right words will encourage positive behavior, and is the key to maintaining a good relationship
with your customers.
Circle the words and phrases from each category that are positive from the ones below.

Words Phrases Advisory CUSTOMER SERVICE / COMMUNICATION SKILLS
• Definitely • Rest Assured Mr. / Mrs... • I would suggest /
• Surely • I do understand the I recommend…
• Absolutely inconvenience… • To avoid a similar
• Certainly • I will be more than glad / inconvenience in the future
• Probably happy to assist you… I request you to…
• Maybe • I completely understand the
reason why / your situation… • Maybe next time you can…
• Most likely, Mr. / Mrs... • What you should have done
• I don’t think we can do that is…
for you…

Benefits Personalized Procedures

• You will surely be able to • I will ensure that… • All you need to do is just…
enjoy… • What I will do for you right • A simple way / method to
• You will ONLY be charged… away is… change it will be to…
• We have a variety of … • I assure you I will try my • As soon as you receive…
• It’s a wonderful service best... • We can try to call you when it
where instead of ____, you • What I can do for you right comes in…
can ____ … now is... • I’m not sure; what if you
• This is the best plan for your • I’m sorry for the tried…
requirements… inconvenience that • I don’t think we can do that
• For just $____ you can… you have faced, what I can do for you…
• I’m not really sure what that for you is...
charge is for… • I don’t think that will work...
• It’s not THAT much more • I can’t make a request for you
money… like that
• Why can’t you see the value
in this…
• It looks good to me…

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