Meeting Professionals - Free Smile-Guide

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 Characters from Todd Hunt's "Communication Bleeps and Blunders in Business"   "

Which catalog are you lookin' at?"  

Violet,
office supply phone rep  

The 99¢ special was big as life on the catalog in Todd Hunt's hand. But apparently not on the catalog Violet was holding ... because she had no idea what he was talking about.

She finally figured out he must be a P, because "sometimes they do special things for the Ps."

Do our employees fully understand what our companies sell? Can they answer basic questions customers and prospects might ask? And do we empower them to delight customers in every way imaginable?

"You want gravy on that?"

Rocko,
chicken restaurant poultry facilitator  

 

Todd Hunt clearly said, "mashed potatoes, no gravy." But Rocko could only deal with one thought at a time ... and only when he asked each question.

"What's your side?"
"Mashed potatoes."

"You want gravy on that?"
"No."

Where is your listener "coming from?" How does he or she process information? Once we master that communication key, we can get anything we want from anyone ... anywhere ... any time.

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