| If you were a customer on the telephone with | | | | * He's still out to lunch. I don't know when |
| a question or complaint and were ready to | | | | he'll be back.By now you can certainly see |
| make big purchase, which of the following | | | | and feel the advantage that using positive |
| phrases by this employee would make you feel | | | | phrases creates for your organization, your |
| welcome and want to complete your | | | | customer, your organization, and yourself. |
| transaction? Which would drive you away?* I'm | | | | Positive phrases cause positive outcomes for |
| sorry. I didn't get that. | | | | everyone involved.When you're positive with |
| | | | your customers, they'll be positive with you. |
| * I can't understand what you're trying to | | | | After all, isn't that what doing business is |
| say.* Yes, Mr. Jones, I'll be happy to do | | | | all about?Be courteous and professional with |
| that for you. | | | | others and watch the benefits fall into your |
| | | | lag. It's guaranteed.Remember: When you |
| * All right. I'll see what I can do about | | | | maximize your potential, everyone wins. When |
| it.* It will take a few minutes. Would you | | | | you don't, we all lose.© Etienne A. Gibbs, |
| like me to call you back? | | | | MSWPERMISSION TO REPUBLISH: This article may |
| | | | be republished in ezines, newsletters, and on |
| * Hold on. I'll be right with ya.* Thank you | | | | web sites provided attribution is provided to |
| for waiting. I have that information now. | | | | the author, and it appears with the included |
| | | | copyright, resource box, and live web site |
| * You're out of luck. We don't sell that any | | | | link. Although advance permission is not |
| more.* Would you spell your name, please? | | | | required, please notify us at when you use |
| | | | this article.Etienne A. Gibbs, MSW, |
| * What did you say your name was?* Thank | | | | Management Consultant and Trainer, conducts |
| you. I'll check for you. | | | | lectures, seminars, webinar, and writes |
| | | | articles on his theme: ... helping you |
| * Okay. Let me see if I can find out about | | | | maximize your potential. He offers |
| it from someone.* I'm sorry. Mr. Smith is | | | | management, marketing, and parenting |
| away from his desk. May I help you? | | | | resources at his Maximizing Your Potential |
| | | | blog. |