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Element of Greeting:


*Build Rapport


---> Empathize + Solid Ownership 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


Solid Ownership 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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