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Look at the text from a customer care manual and fill in the missing
do’s
and
don’ts
.
UNIT
2
Face to face with customers
15
7
Do
Do
Don’t
8
Meetings are an important tool for building your customer base. They provide a great
opportunity to network with your customers for future business. Look at these do’s and don’ts
for successful customer meetings.
• __________ prepare for your meeting.
• __________ make sure you know about all your products or services.
• __________ take control of the discussion. __________ let the customers decide what they
talk about and when they talk about it.
• __________ give customers only the information they want. __________ overwhelm them with
extra information that they don’t really need.
• __________ use jargon or words only
people in your company or industry know.
• __________ talk more than your customers.
__________ listen carefully to what they say
and __________ interrupt them.
• __________ ask for feedback and
clarification, so you’ll know exactly what
your customers want and need.
• __________ be open, honest, flexible, and
positive!
Can you add any other helpful tips based on your meetings with customers?
Look at these pairs of sentences. Which one would be more effective in a meeting?
Refer to the do’s and don’ts in exercise 7.
1 a OK, let’s get started. Unfortunately, I’ve got another appointment in an hour.
b Thanks for coming today. I’m glad to help you review your business needs.
2 a As I understand it, you’d like to discuss …
b This is what we’re going to talk about …
3 a So, that was my suggestion. Is that suitable for you? I’d like to get your feedback.
b So, that’s the right service for you. I don’t think we need to discuss this any more.
4 a OK, we’d better stop now. I really must go to my next meeting.
b Let’s go over our action points once more. I want to be sure we agree.
5 a I’ve done some research into your company. It seems you … . Is that right?
b So, can you tell me something about your company?
6 a I don’t think we can do that. We never offer that kind of discount.
b I’ll see what I can do.