Table Of Content

Bestselling Author of The Voice of Authority and Communicate with Confidence Contents PART 1 THE SALES CYCLE............................................................14 Follow-Up to Phone Call or Appointment: Guidelines and Alternate Phrases.....15 Follow-up to Phone Call (Example 1)..........................................................................................18 Follow-up to Phone Call (Example 2)..........................................................................................19 Follow-up to Phone Call (Example 3)..........................................................................................20 Follow-up to Phone Call (Example 4)..........................................................................................21 Follow-up to Phone Call (Example 5)..........................................................................................22 Follow-up to Phone Call (Example 6)..........................................................................................23 Follow-up to Appointment (Example 1)........................................................................................24 Follow-up to Appointment (Example 2)........................................................................................25 Follow-up to Appointment (Example 3)........................................................................................26 Follow-up to Appointment (Example 4)........................................................................................27 Follow-up to Appointment (Example 5)........................................................................................28 Follow-up to Appointment (Example 6)........................................................................................29 Follow-up to Appointment (Example 7)........................................................................................30 Follow-up to Appointment (Example 8)........................................................................................31 Follow-up to Appointment (Example 9)........................................................................................32 Follow-up to Appointment (Example 10)......................................................................................33 Follow-up to Appointment (Example 11)......................................................................................34 Follow-up to Appointment (Example 12)......................................................................................35 Follow-up to Appointment (Example 13)......................................................................................36 Follow-up to Appointment (Example 14)......................................................................................37 Follow-up to Appointment (Example 15)......................................................................................38 Follow-up to Appointment (Example 16)......................................................................................39 Follow-up to Appointment (Example 17)......................................................................................40 Follow-up to Appointment (Example 18)......................................................................................41 Follow-up to Appointment (Example 19)......................................................................................42 Follow-up to Appointment (Example 20)......................................................................................43 Follow-up to Appointment (Example 21)......................................................................................44 Follow-up to Appointment (Example 22)......................................................................................45 Follow-up to Appointment (Example 23)......................................................................................46 Follow-up to Appointment (Example 24)......................................................................................47 Introduction of Your Firm to Community: Guidelines and Alternate Phrases......48 Introduction of Your Firm to the Community (Example 1)...........................................................50 Introduction of Your Firm to the Community (Example 2)...........................................................51 Introduction of Your Firm to the Community (Example 3)...........................................................52 Introduction of a New Product or Service: Guidelines and Alternate Phrases.....53 Introduction of Product/Service (Example 1)...............................................................................57 Introduction of Product/Service (Example 2)...............................................................................58 Introduction of Product/Service (Example 3)...............................................................................59 © Dianna Booher, Booher Consultants, Inc. All rights reserved. 1 Lead-In to a Phone Call or Appointment: Guidelines and Alternate Phrases.......60 Lead-In to Phone Call (Example 1)..............................................................................................62 Lead-In to Phone Call (Example 2)..............................................................................................63 Lead-In to Phone Call (Example 3)..............................................................................................64 Lead-In to Phone Call (Example 4)..............................................................................................65 Lead-In to Phone Call (Example 5)..............................................................................................66 Lead-In to Phone Call (Example 6)..............................................................................................67 Lead-In to Phone Call (Example 7)..............................................................................................68 Lead-In to Phone Call (Example 8)..............................................................................................69 Lead-In to Phone Call (Example 9)..............................................................................................70 Lead-In to Phone Call (Example 10)............................................................................................71 Lead-In to Phone Call (Example 11)............................................................................................72 Lead-In to Phone Call (Example 12)............................................................................................73 Lead-In to Phone Call (Example 13)............................................................................................74 Lead-In to Phone Call (Example 14)............................................................................................75 Lead-In to Phone Call (Example 15)............................................................................................76 Lead-In to Phone Call (Example 16)............................................................................................77 Lead-In to Appointment (Example 1)...........................................................................................78 Lead-In to Appointment (Example 2)...........................................................................................79 Lead-In to Appointment (Example 3)...........................................................................................80 Lead-In to Appointment (Example 4)...........................................................................................81 Lead-In to Appointment (Example 5)...........................................................................................82 Lead-In to Appointment (Example 6)...........................................................................................83 Lead-In to Appointment (Example 7)...........................................................................................84 “Reminder” to Buy: Guidelines and Alternate Phrases..........................................85 “Reminder” to Buy (Example 1)...................................................................................................86 “Reminder” to Buy (Example 2)...................................................................................................87 “Reminder” to Buy (Example 3)...................................................................................................88 “Reminder” to Buy (Example 4)...................................................................................................89 “Reminder” to Buy (Example 5)...................................................................................................90 “Reminder” to Buy (Example 6)...................................................................................................91 “Reminder” to Buy (Example 7)...................................................................................................92 “Reminder” to Buy (Example 8)...................................................................................................93 “Reminder” to Buy (Example 9)...................................................................................................94 Requesting a Referral from a Customer: Guidelines and Alternate Phrases .......95 Requesting Referral from Customer (Example 1).......................................................................96 Requesting Referral from Customer (Example 2).......................................................................97 Requesting Referral from Customer (Example 3).......................................................................98 Response to Ad Inquiry: Guidelines and Alternate Phrases..................................99 Response to Ad Inquiry (Example 1).........................................................................................101 Response to Ad Inquiry (Example 2).........................................................................................102 Response to Customer After Losing a Sale: Guidelines and Alternate Phrases103 Response to Customer After Losing Sale (Example 1).............................................................105 Response to Customer After Losing Sale (Example 2).............................................................106 © Dianna Booher, Booher Consultants, Inc. All rights reserved. 2 Thank You for Buying: Guidelines and Alternate Phrases...................................107 Thank You for Buying (Example 1)............................................................................................109 Thank You for Buying (Example 2)............................................................................................110 Thank You for Buying (Example 3)............................................................................................111 Thank You for Buying (Example 4)............................................................................................112 Thank You for Buying (Example 5)............................................................................................113 Thank You for Buying (Example 6)............................................................................................114 Thank You for Buying (Example 7)............................................................................................115 Thank You for Buying (Example 8)............................................................................................116 Thank You for Buying (Example 9)............................................................................................117 Thank You for Buying (Example 10)..........................................................................................118 Thank You for Buying (Example 11)..........................................................................................119 Thank You for Buying (Example 12)..........................................................................................120 Thank You for Buying (Example 13)..........................................................................................121 Thank You for Buying (Example 14)..........................................................................................122 Invitation to Visit Trade Show Booth: Guidelines and Alternate Phrases...........123 Invitation to Visit Trade Show Booth (Example 1).....................................................................125 Invitation to Visit Trade Show Booth (Example 2).....................................................................126 Follow-Up to Trade Show Booth Visitor: Guidelines and Alternate Phrases......127 Follow-Up to Trade Show Booth Visitor (Example 1)................................................................128 Follow-Up to Trade Show Booth Visitor (Example 2)................................................................129 Follow-Up to Trade Show Booth Visitor (Example 3)................................................................130 Follow-Up to Trade Show Booth Visitor (Example 4)................................................................131 Follow-Up to Trade Show Booth Visitor (Example 5)................................................................132 Follow-Up to Trade Show Booth Visitor (Example 6)................................................................133 Follow-Up to Trade Show Booth Visitor (Example 7)................................................................134 Follow-Up to Trade Show Booth Visitor (Example 8)................................................................135 Follow-Up to Trade Show Booth Visitor (Example 9)................................................................136 Follow-Up to Trade Show Booth Visitor (Example 10)..............................................................137 Follow-Up to Trade Show Booth Visitor (Example 11)..............................................................138 Welcome Potential Customers New in Community: Guidelines and Alternate Phrases......................................................................................................................139 Welcome Potential Customers New in the Community (Example 1)........................................141 Welcome Potential Customers New in the Community (Example 2)........................................142 Welcome Potential Customers New in the Community (Example 3)........................................143 Welcome Potential Customers New in the Community (Example 4)........................................144 PART 2 ROUTINE CUSTOMER TRANSACTIONS.............................145 Responding to Complaints When Admitting Fault: Guidelines and Alternate Phrases......................................................................................................................146 Responding to Complaints When Admitting Fault (Example 1).................................................150 Responding to Complaints When Admitting Fault (Example 2).................................................151 Responding to Complaints When Admitting Fault (Example 3).................................................152 Responding to Complaints When Admitting Fault (Example 4).................................................153 © Dianna Booher, Booher Consultants, Inc. All rights reserved. 3 Responding to Complaints Without Admitting Fault: Guidelines and Alternate Phrases......................................................................................................................154 When Avoiding Liability While Making Adjustment (Example 1)...............................................157 When Avoiding Liability While Making Adjustment (Example 2)...............................................158 When Avoiding Liability While Making Adjustment (Example 3)...............................................159 When Avoiding Liability While Making Adjustment (Example 4)...............................................160 When Avoiding Liability While Refusing Adjustment (Example 1).............................................161 When Avoiding Liability While Refusing Adjustment (Example 2).............................................162 When Avoiding Liability While Refusing Adjustment (Example 3).............................................163 When Avoiding Liability While Refusing Adjustment (Example 4).............................................164 When Avoiding Liability While Refusing Adjustment (Example 5).............................................165 When Avoiding Liability While Refusing Adjustment (Example 6).............................................166 When Avoiding Liability While Refusing Adjustment (Example 7).............................................167 When Avoiding Liability While Refusing Adjustment (Example 8).............................................168 When Avoiding Liability While Refusing Adjustment (Example 9).............................................169 Submission of Bid, Proposal, or Quote: Guidelines and Alternate Phrases ......170 Submission of Proposal Letter (Example 1)..............................................................................173 Submission of Proposal Letter (Example 2)..............................................................................174 Submission of Proposal Letter (Example 3)..............................................................................175 Submission of Proposal Letter (Example 4)..............................................................................176 Submission of Proposal Letter (Example 5)..............................................................................177 Transmittals/Cover Letter (Example 1)......................................................................................178 Transmittals/Cover Letter (Example 2)......................................................................................179 Transmittals/Cover Letter (Example 3)......................................................................................180 Transmittals/Cover Letter (Example 4)......................................................................................181 Transmittals/Cover Letter (Example 5)......................................................................................182 Transmittals/Cover Letter (Example 6)......................................................................................183 Transmittals/Cover Letter (Example 7)......................................................................................184 Transmittals/Cover Letter (Example 8)......................................................................................185 Transmittals/Cover Letter (Example 9)......................................................................................186 Amendment of Bid, Proposal, or Quote: Guidelines and Alternate Phrases......187 Amendment of Bid, Proposal, or Quote (Example 1)................................................................188 Amendment of Bid, Proposal, or Quote (Example 2)................................................................189 Amendment of Bid, Proposal, or Quote (Example 3)................................................................190 “No Bid” Letter: Guidelines and Alternate Phrases..............................................191 “No Bid” Letter (Example 1).......................................................................................................192 “No Bid” Letter (Example 2).......................................................................................................193 “No Bid” Letter (Example 3).......................................................................................................194 “No Bid” Letter (Example 4).......................................................................................................195 Cancellation of Product Line: Guidelines and Alternate Phrases.........................196 Cancellation of Product Line......................................................................................................197 © Dianna Booher, Booher Consultants, Inc. All rights reserved. 4 Introduction of New Sales Representative: Guidelines and Alternate Phrases .198 Introduction of New Sales Rep (Example 1)..............................................................................200 Introduction of New Sales Rep (Example 2)..............................................................................201 Introduction of New Sales Rep (Example 3)..............................................................................202 Introduction of New Sales Rep (Example 4)..............................................................................203 Introduction of New Sales Rep (Example 5)..............................................................................204 Introduction of New Sales Rep (Example 6)..............................................................................205 Introduction of New Sales Rep (Example 7)..............................................................................206 Introduction of New Sales Rep (Example 8)..............................................................................207 New Service or Change in Service: Guidelines and Alternate Phrases ..............208 New Service or Change in Service (Example 1).......................................................................209 New Service or Change in Service (Example 2).......................................................................210 New Service or Change in Service (Example 3).......................................................................211 Rate Increase or Policy Change: Guidelines and Alternate Phrases...................212 Rate Increase or Policy Change (Example 1)............................................................................214 Rate Increase or Policy Change (Example 2)............................................................................215 Rate Increase or Policy Change (Example 3)............................................................................216 Rate Increase or Policy Change (Example 4)............................................................................217 Rate Increase or Policy Change (Example 5)............................................................................218 Rate Increase or Policy Change (Example 6)............................................................................219 Rate Increase or Policy Change (Example 7)..........................................................................220 Rate Increase or Policy Change (Example 8)............................................................................221 Rate Increase or Policy Change (Example 9)............................................................................222 Rate Increase or Policy Change (Example 10).........................................................................223 Rate Increase or Policy Change (Example 11).........................................................................224 Rate Increase or Policy Change (Example 12).........................................................................225 Customer Satisfaction Survey Letter: Guidelines and Alternate Phrases..........226 Customer Satisfaction Survey Letter (Example 1).....................................................................228 Customer Satisfaction Survey Letter (Example 2).....................................................................229 Customer Satisfaction Survey Letter (Example 3).....................................................................230 Customer Satisfaction Survey Letter (Example 4).....................................................................231 Decision Not to Do Business: Guidelines and Alternate Phrases.......................232 Situational Conflict.....................................................................................................................234 Unprofitable (Example 1)...........................................................................................................235 Unprofitable (Example 2)...........................................................................................................236 Unprofitable (Example 3)...........................................................................................................237 Confirmation of Meeting Agenda: Guidelines and Alternate Phrases.................238 Confirmation of Meeting Agenda (Example 1)...........................................................................239 Confirmation of Meeting Agenda (Example 2)...........................................................................240 Confirmation of Meeting Agenda (Example 3)...........................................................................241 © Dianna Booher, Booher Consultants, Inc. All rights reserved. 5 Postponement of Meeting: Guidelines and Alternate Phrases............................242 Postponement of Meeting (Example 1).....................................................................................243 Postponement of Meeting (Example 2).....................................................................................244 Placing and Filling Orders: Guidelines and Alternate Phrases............................245 Filling an Order..........................................................................................................................246 Placing an Order........................................................................................................................247 Delaying Order Because of Misfortune: Guidelines and Alternate Phrases.......248 Delaying Order Because of Misfortune......................................................................................250 Delaying Order Because of Missing Information or Errors: Guidelines and Alternate Phrases......................................................................................................251 Delaying Order Because of Missing Information or Errors (Example 1)....................................253 Delaying Order Because of Missing Information or Errors (Example 2)....................................254 Delaying Order Because of Missing Information or Errors (Example 3)....................................255 Request for Commendation Letter from Satisfied Customer: Guidelines and Alternate Phrases......................................................................................................256 Request for Commendation Letter from Satisfied Customer.....................................................257 PART 3 GOODWILL AND ONGOING CUSTOMER RELATIONS...........258 Anniversary of Customer Relationship: Guidelines and Alternate Phrases........259 Anniversary of Customer Relationship......................................................................................261 Anniversary of Your Own Firm: Guidelines and Alternate Phrases.....................262 Anniversary of Own Firm (Example 1).......................................................................................265 Anniversary of Own Firm (Example 2).......................................................................................266 Announcement of New Location: Guidelines and Alternate Phrases..................267 Announcement of New Location (Example 1)...........................................................................268 Announcement of New Location (Example 2)...........................................................................269 Announcement of New Location (Example 3)...........................................................................270 Article Sharing: Guidelines and Alternate Phrases................................................271 Article Sharing (Example 1).......................................................................................................272 Article Sharing (Example 2).......................................................................................................273 Article Sharing (Example 3).......................................................................................................274 Article Sharing (Example 4).......................................................................................................275 Article Sharing (Example 5).......................................................................................................276 Article Sharing (Example 6).......................................................................................................277 © Dianna Booher, Booher Consultants, Inc. All rights reserved. 6 Birthday Greetings: Guidelines and Alternate Phrases........................................278 Birthday Greetings (Example 1).................................................................................................279 Birthday Greetings (Example 2).................................................................................................280 Farewell to Customer: Guidelines and Alternate Phrases.....................................281 Farewell to Customer.................................................................................................................282 Holiday Greetings: Guidelines and Alternate Phrases..........................................283 Holiday Greetings (Example 1)..................................................................................................284 Holiday Greetings (Example 2)..................................................................................................285 Holiday Greetings: Thanksgiving..............................................................................................286 Holiday Greetings: Valentine’s Day..........................................................................................287 Inactive Account: Guidelines and Alternate Phrases............................................288 Disgruntled Customer (Example 1)............................................................................................290 Disgruntled Customer (Example 2)............................................................................................291 Uninterested Customer (Example 1).........................................................................................292 Uninterested Customer (Example 2).........................................................................................293 Uninterested Customer (Example 3).........................................................................................294 Uninterested Customer (Example 4).........................................................................................295 Mutual Interest/Relationship Building: Guidelines.................................................296 Mutual Interest/Relationship Building (Example 1)....................................................................297 Mutual Interest/Relationship Building (Example 2)....................................................................298 Mutual Interest/Relationship Building (Example 3)....................................................................299 Mutual Interest/Relationship Building (Example 4)....................................................................300 Mutual Interest/Relationship Building (Example 5)....................................................................301 Mutual Interest/Relationship Building (Example 6)....................................................................302 Invitation to Event of Mutual Interest (Example 1).....................................................................303 Invitation to Event of Mutual Interest (Example 2).....................................................................304 Open-House Invitation: Guidelines and Alternate Phrases...................................305 Invitation to Open House (Example 1).......................................................................................307 Invitation to Open House (Example 2).......................................................................................308 Invitation to Open House (Example 3).......................................................................................309 Presentation of Gifts: Guidelines and Alternate Phrases......................................310 Presentation of Gifts (Example 1)..............................................................................................311 Presentation of Gifts (Example 2)..............................................................................................312 Presentation of Gifts (Example 3)..............................................................................................313 Presentation of Gifts (Example 4)..............................................................................................314 © Dianna Booher, Booher Consultants, Inc. All rights reserved. 7 Recognition of Customer Achievement: Guidelines and Alternate Phrases.......315 Recognition of Customer Achievement (Example 1).................................................................316 Recognition of Customer Achievement (Example 2).................................................................317 Recognition of Customer Achievement (Example 3).................................................................318 Recognition of Customer Achievement (Example 4).................................................................319 PART 4 SALES AND MARKETING MANAGEMENT...........................320 Announcing a Promotion or Transfer to Your Staff: Guidelines and Alternate Phrases......................................................................................................................321 Announcement of Promotion/Transfer.......................................................................................323 Announcing a Sales Review or Report: Guidelines and Alternate Phrases .......324 Announcing a Sales Review or Report......................................................................................326 Announcing a Staff Meeting: Guidelines and Alternate Phrases.........................328 Announcing Staff Meeting..........................................................................................................330 Change in Commission Structure, Territory, Policy or Procedure: Guidelines and Alternate Phrases..............................................................................................331 Change in Commission Structure/Territory/Policy/Procedure (Example 1)...............................334 Change in Commission Structure/Territory/Policy/Procedure (Example 2)...............................335 Change in Commission Structure/Territory/Policy/Procedure (Example 3)...............................336 Change in Commission Structure/Territory/Policy/Procedure (Example 4)...............................337 Change in Commission Structure/Territory/Policy/Procedure (Example 5)...............................338 Change in Commission Structure/Territory/Policy/Procedure (Example 6)...............................339 Change in Commission Structure/Territory/Policy/Procedure (Example 7)...............................340 Discontinuing Your Product Line with Distributors: Guidelines and Alternate Phrases......................................................................................................................341 Discontinuing Your Product Line...............................................................................................342 Encouraging Distributors to Increase Volume: Guidelines and Alternate Phrases......................................................................................................................343 Encouraging Distributors to Increase Volume...........................................................................344 Introducing Product Line to Distributors: Guidelines and Alternate Phrases....345 Introducing Product Line to Distributors.....................................................................................346 Offering Incentive Award to Distributors: Guidelines and Alternate Phrases....347 Offering Incentive Award to Distributors (Example 1)................................................................348 Offering Incentive Award to Distributors (Example 2)................................................................349 © Dianna Booher, Booher Consultants, Inc. All rights reserved. 8 Proposing to Distribute: Guidelines and Alternate Phrases................................350 Proposing to Distribute...............................................................................................................351 Requesting Information from Distributors: Guidelines and Alternate Phrases..352 Requesting Information from Distributors..................................................................................353 Warning Distributors About Low Volume: Guidelines and Alternate Phrases...354 Warning Distributors About Low Volume (Example 1)..............................................................355 Warning Distributors About Low Volume (Example 2)..............................................................356 Encouraging Staff by Announcing Training Classes: Guidelines and Alternate Phrases......................................................................................................................357 Announcing Training Classes (Example 1)................................................................................358 Announcing Training Classes (Example 2)................................................................................359 Encouraging Staff by Combating Negative Media Coverage: Guidelines and Alternate Phrases......................................................................................................360 Combating Negative Media Coverage.......................................................................................362 Encouraging Staff by Offering Sales Helps, Tips, or Techniques: Guidelines and Alternate Phrases..............................................................................................363 Offering Assistance: Mentioning New Sales Helps (Example 1)...............................................364 Offering Assistance: Mentioning New Sales Helps (Example 2)...............................................365 Offering Assistance: Mentioning New Sales Helps (Example 3)...............................................366 Offering Assistance: Mentioning New Sales Helps (Example 4)...............................................367 Offering Assistance: Mentioning New Sales Helps (Example 5)...............................................368 Offering Assistance: Mentioning New Sales Helps (Example 6)...............................................369 Offering Assistance: Mentioning New Sales Helps (Example 7)...............................................370 Offering Assistance: Mentioning New Sales Helps (Example 8)...............................................371 Offering Assistance: Offering New Selling Tips (Example 1)....................................................372 Offering Assistance: Offering New Selling Tips (Example 2)....................................................373 Offering Assistance: Offering New Selling Tips (Example 3)....................................................374 Offering Assistance: Offering New Selling Tips (Example 4)....................................................375 Offering Assistance: Offering New Selling Tips (Example 5)....................................................376 Offering Assistance: Offering New Selling Tips (Example 6)....................................................377 Encouraging Staff by Reassuring After Losing a Sale: Guidelines and Alternate Phrases......................................................................................................378 Reassuring Staff After Losing Sale............................................................................................379 Encouraging Staff by Sharing Leads: Guidelines and Alternate Phrases ..........380 Sharing Leads (Example 1).......................................................................................................381 Sharing Leads (Example 2).......................................................................................................382 Sharing Leads (Example 3).......................................................................................................383 © Dianna Booher, Booher Consultants, Inc. All rights reserved. 9