In case of an emergency, ask questions
Questions will save you.
Whenever you start to feel stressed and don't know what to say to a customer, start asking questions. Questions are your emergency kit for all situations.
Simply asking, "Please tell me a little more about that?" or "What could we do to help you?" or "What would you like us to be able to do for you?" will often turn it all around.
Once the prospect is talking, you'll have the opportunity to regroup and prepare your next move.
Source: Sales consultant/trainer Steve Waterhouse
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