be bright and polite

www.orient-ation

Build relationships
You must be pleased with the outcome of last weeks

football match. How are your children getting on at university? How is your wife's new business going? What did you do on holiday in....?

www.orient-ation

Clarify your points

This will enable/allow/permit you to......
This will solve your problems in..... We can offer you a tailor-made solution We can tailor this to your needs Of course, we can modify this as you wish. Just let us know your requirements

www.orient-ation

Explain advantages
The main advantage of this system/product is....
Unlike similar models, this one can... You have the advantage of..... This product has the advantage of....

www.orient-ation

Understand your customers wish

Yes, I see what you mean.
I see your point. I understand, but on the other hand...... I can assure you that.....

www.orient-ation

Check if you understood

So, do you mean that....?
Are you saying that......? So, if Ive understood you correctly, ......... You mean/say that............., Is that right/correct?

www.orient-ation

Make it conditional
If you ordered one hundred pallets, we could offer you

a five per cent discount. We could waive the delivery charges if you ordered the double. If we signed a three-year deal, we could offer you a fixed price.

www.orient-ation

Explain your feelings

I am not very happy with this development.
I certainly appreciate your position. Maybe we

could/can...... I am a bit worried that ......

www.orient-ation

limits
Thats as far/low as I can go on the price.
This would be my final offer. Thats all I can do, I am afraid

Use would to make a negative statement less direct. Indicate that your disagreement is not meant to be a personal insult by saying I am afraid

www.orient-ation

A deal sealed
You have certainly made the right choice here
I am convinced that you wont regret it. I think we found a good solution.

Use of we creates a team feeling.

www.orient-ation

After sale
Thank you for being so pleasant to work with.
Its always a pleasure to make deals with you. If there are any problems at all, just get in contact with

me End the negotiations on a positive note

www.orient-ation

www.orient-ation