. . .

Element of Greeting:

*Build Rapport

---> Empathize + Solid Owners.h.i.+p Statement

Empathy

--->is the identification and understanding of a customer's situation, feelings and motives .

--->It is understanding and entering into a customer's feelings whether you agree with those feelings or plot

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Solid Owners.h.i.+p Statement:

--->Can Do + [Product/Services] for you

Rising Intonation and Falling Intonation:

Intonation:

---> In American English, the rise and fall of pitch in order to convey a range of meanings, emotions or situation, within the confines of standard grammar and fixed word under .

Open-Ended Questions:

--->Are used to determined problems, understand requests or establish needs

Falling Intonation:

--->What can I help you with today?

--->How will you like this to resolve?

--->Why do you say that?

--->How did you learn about the company?

***Used whenever stating facts .

***Whenever giving out commands

Rising Intonation:

---> solicit a "yes" or "no" on other one word response

---> are used to narrow down or clarify what the customer already said .

---> aim to limit talking or to control direction of the conversation

*Questions:

(-) Who, when did?

(-) Can, Have or Do?

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(-) Which, would, are?

(-) Is, will, may?

***Used only stating information

***using in giving choices

***Use in asking tag questions

***Use in citing introduction phrases

Tone:

(-) Pitch - not too high or too low

(-) Volume

(-) Pace - speed

. . .

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