Seminar Principles of Business Knowing your customer Hello!
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SeminarPrinciplesofBusiness
Knowingyourcustomer
Hello!
Words
The power of language
Appropriate for the moment
AnySome
Key brand words Your own style
Tone
Taking the right tone
Listening FIERCELY
Matching / Mirroring Leading with a positive tone of voiceTaking the lead
“Just because there’s nothing you can do, doesn’t mean there’s nothing you can”
Simplicity
Clear and concise
Using bold to pick out key words
• And bullet points• Using short sentences • Clear, everyday language • How would you explain this ‘down the pub’?• http://gunning-fog-index.com/
• Social norms – to make an impact
Follow up
Adding value
Different types of customers – different expectations
Adding value
Check the links
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