By k | September 29, 2015 - 6:00 am - Posted in Sales

Often it is not what you say
but how you say it
that makes a difference
(and this is why email can be difficult
because tone isn’t a factor)

Jeff Mowatt,
in September/October
The Costco Connection

“People who have
thin or high voices,
mumble or add useless words
(e.g., “ya know,” “kinda”)
garner less respect
from customers
than those who are
more articulate.
people who lower their tone
and enunciate are perceived as
more reasonable and intelligent.”

If you’re saying the right things
and the customer
is still getting upset,
check your tone.

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