be bright and polite

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Build relationshipsYou must be pleased with the outcome of last

weeks football match.How are your children getting on at

university?How is your wife's new business going?What did you do on holiday in....?

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Clarify your pointsThis will enable/allow/permit you to......This will solve your problems in.....We can offer you a tailor-made solutionWe can tailor this to your needsOf course, we can modify this as you wish.Just let us know your requirements

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Explain advantagesThe main advantage of this system/product

is....Unlike similar models, this one can...You have the advantage of.....This product has the advantage of....

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Understand your customers wishYes, I see what you mean.I see your point. I understand, but on the other hand......I can assure you that.....

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Check if you understoodSo, do you mean that....?Are you saying that......?So, if I’ve understood you correctly, .........You mean/say that............., Is that

right/correct?

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Make it conditionalIf you ordered one hundred pallets, we could

offer you a five per cent discount.We could waive the delivery charges if you

ordered the double.If we signed a three-year deal, we could offer

you a fixed price.

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Explain your feelingsI am not very happy with this development.I certainly appreciate your position. Maybe

we could/can......I am a bit worried that ......

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limitsThat’s as far/low as I can go on the price.This would be my final offer.That’s all I can do, I am afraid

Use “would” to make a negative statement less direct.

Indicate that your disagreement is not meant to be a personal insult by saying “I am afraid”

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A deal sealedYou have certainly made the right choice

hereI am convinced that you won’t regret it.I think we found a good solution.

Use of “we” creates a team feeling.

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After saleThank you for being so pleasant to work with.It’s always a pleasure to make deals with you.If there are any problems at all, just get in

contact with me

End the negotiations on a positive note

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