Words to use and words not to use
Presenting yourself and creating an atmosphere of trust
Helping more than one customer at a time
Avoiding behaviour that turns customers away


The art of listening
Non-verbal communication
Asking the right questions


Knowing when your customer is interested
When and how to take the initiative
Following through to success


Finding out why your customer is holding back
60 questions to break down resistance
Turning an objection into a sale
Reassuring customers


Bringing out the strengths of your products and your organization
The right presentation for each customer
Words that work


Questions to help you know your customers
Focusing on the needs, desires, expectations and concerns of your customers


The benefits of complementary sales for you and your customers
Creating new customer needs
Making complementary selling a reflex


Avoid letting routine dominate your work
Maintain a positive attitude
Redefine your personal and professional goals