MINDSET
The two most popular mindsets that exist in humans
What is Fixed and Growth
The FIVE-Letter Acronym that Helps Us Ask Open-Ended Questions
What is
T I D E S
The best way to help people feel heard and understood
What is to
Ask Open-Ended questions
WE ARE NOT A BUILDING MATERIALS COMPANY, WE ARE A ______ COMPANY
We are a
CUSTOMER SERVICE
The one sentence you should never open an email with
What is
I HOPE THIS EMAIL FINDS YOU WELL
The mindset that is considered rare and hard to have
What is the Advantage Mindset
This is an example of what type of question?
"Do you like the color?"
What is
A CLOSED-ENDED Question
The number of levels of Listening
What is
FOUR
WHAT YOU SEE IS _________
What is
WHAT THEY HEAR
The one word that should never be used to deliver bad news
What is
UNFORTUNATELY
The Only Two Things We are In Control of in Our Lives
What is
ATTITUDE and EFFORT
The FOUR-Letter Acronym that Helps Us Ask More Open-Ended Questions
What is
L O W W
The philosopher that created the Three Pillars of persuasion
Who is Aristotle
If You SEE Something ______________
What is
SAY SOMETHING
The word that BUT should always, when possible, be replaced by
What is
AND
One of the hardest things for human beings to do
What is
Change Their Mindset
Open-ended questions can help you discover, not the FAKE Problem, but the
What is the
REAL Problem
The 2-word, powerful Magic Phrase that helps people feel what it's like to own your product or service
What is
IMAGINE IF
CUSTOMERS DON'T CARE ABOUT HOW MUCH YOU KNOW UNTIL THEY ___________________
What is
KNOW HOW MUCH YOU CARE
The two main questions a customer should never have after a conversation with you
What are:
WHAT IS GOING TO HAPPEN
WHEN IS IT GOING TO HAPPEN
The Top Thing That People Hate About Salespeople
What is
They Don't Listen
The name of the question to use when trying to sell another product to a customer
What is
The PIVOT Question
The only person that can lift the draw bridge arm between the two Sales Islands
Who Is
THE CUSTOMER
Default to _________________
and Suspend _________________
What are
CURIOSITY & JUDGEMENT
The three things to always do when responding to a customer issue (hint: has to do with Accountability)
What are:
APOLOGIZE
OWN IT
ARTICULATE THE SOLUTION