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1. What can you say to the customer to confirm their desired outcome?
“The only thing I can do is…”
“What I will do for you is...”
“If I can do (customer’s desired outcome) that would be an excellent solution for you?”
2. Why is it important to clarify the desired outcome of the client?
To ensure that the customer will leave the transaction happy
To show the client that you are capable of helping them
To ensure more referrals in the future.
3. If the client is not excited about the solution you have proposed, what do you say to them?
“Sorry, it’s company policy.”
“Don’t you think that solution is fair for everyone involved?”
“What would be an outstanding solution for this issue?
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