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Power Phone Scripts

Author : Mike Brooks
Publisher : John Wiley & Sons
ISBN 13 : 1119418070
Total Pages : 310 pages
Book Rating : 4.1/5 (194 download)

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Book Synopsis Power Phone Scripts by : Mike Brooks

Download or read book Power Phone Scripts written by Mike Brooks and published by John Wiley & Sons. This book was released on 2017-06-26 with total page 310 pages. Available in PDF, EPUB and Kindle. Book excerpt: Start closing sales like top producers! Have you ever found yourself at a loss for what to say when the gatekeeper asks you what your call is about? Have your palms ever sweated when the decision maker shuts you down with: “I wouldn’t be interested”? Has your heart taken a fast dive into your stomach when, at the start of your presentation, your prospect tells you that they’ve thought about it and are just going to pass? If you’re in sales, then the question isn’t “Have you ever felt this way?”, but rather, “How often do you feel this way? Are you finally ready to learn how to confidently and effectively overcome these objections, stalls, and blow-offs? If so, Power Phone Scripts was written for you! Unlike other books on sales that tell you what you should do (like build value – hard to do when the prospect is hanging up on you!), Power Phone Scripts provides word-for-word scripts, phrases, questions, and comebacks that you can use on your very next call. Learn to overcome resistance, get through to the decision maker, and then, once you have him or her on the phone, make an instant connection and earn the right to have a meaningful conversation. You’ll be equipped with proven questions, conversation starters, and techniques to learn whether or not they are even right for your product or service, and, if they aren’t, who else in their company or another department might be. Power Phone Scripts is the sales manual you’ve been looking for: over 500 proven, current, and non-salesy phrases, rebuttals, questions, and conversation openers that will instantly make you sound more confident – just like the top producing sales pros do right now. Gone will be your call reluctance; gone will be your fear of calling prospects back for presentations and demos; gone will be the fear of asking for the sale at the end of your pitch! This practical guide is filled with effective scripts for prospecting, emailing, voice mails, closes, and tons of rebuttals to recurring objections you get like: “It costs too much” “We already have a vendor for that” “I’m going to need to think about it” “I need to talk to the boss or committee” and so many others... More than just phone scripts, this book provides practical, comprehensive guidance that every inside sales rep needs. Conquer concerns, provide answers, motivate action, and be the conduit between your prospect’s problems and your solution. Actionable, fun, and designed to work within the current sales environment, this invaluable guide is your ticket to the top of the leader board. With Power Phone Scripts, you will never be at a loss of what to say to a prospect or client. Communication is everything in sales, and being on top of your game is no longer enough when top producers are playing a different game altogether. You cannot achieve winning stats if you're not even on the field. If you're ready to join the big league, Power Phone Scripts is the playbook you need to win at inside sales.

Sales Scripts that Sell

Author : Teri Kwal Gamble
Publisher : AMACOM Div American Mgmt Assn
ISBN 13 : 9780814400630
Total Pages : 196 pages
Book Rating : 4.4/5 (6 download)

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Book Synopsis Sales Scripts that Sell by : Teri Kwal Gamble

Download or read book Sales Scripts that Sell written by Teri Kwal Gamble and published by AMACOM Div American Mgmt Assn. This book was released on 2007 with total page 196 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book is completely repackaged and updated, with new scripts for e-mail, voicemail, and more. It contains motivational introductions, warm-up exercises, memory joggers, and even stage directions, with instructions on use and delivery. It is arranged by selling activity, including: prospecting; controlling the sale; handling objections; moving the sale forward; closing; and getting referrals. It is particularly useful for cold-call selling since scripts can make the process less intimidating and easier to practice.

Sales Scripting Mastery

Author : Eric Lofholm
Publisher : Eric Lofholm International
ISBN 13 : 9780989894210
Total Pages : 330 pages
Book Rating : 4.8/5 (942 download)

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Book Synopsis Sales Scripting Mastery by : Eric Lofholm

Download or read book Sales Scripting Mastery written by Eric Lofholm and published by Eric Lofholm International. This book was released on 2015-12-02 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this sequel to his best-seller The System, master sales trainer Eric Lofholm lays out the seven-step sales scripting method he has used to help his clients generate over $500 million in revenue over the last two decades. Eric begins by showing you how to get over some of the common fears associated with sales scripting, such as fear of sounding rehearsed and scriptwriter's block. He then walks you step-by-step through the sales scripting process, revealing secrets such as how to script an effective close and how to script responses to sales objections. He follows up with tips on how to get your scripts written faster and how to rehearse and deliver them effectively so they sound spontaneous. Eric includes hundreds of sample scripts for every sales situation that you can use as templates to create your own custom scripts. For salesmen, sales trainers, and small business owners looking for an edge in today's struggling economy, this book is a must-read.

Smart Calling

Author : Art Sobczak
Publisher : John Wiley & Sons
ISBN 13 : 0470619813
Total Pages : 261 pages
Book Rating : 4.4/5 (76 download)

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Book Synopsis Smart Calling by : Art Sobczak

Download or read book Smart Calling written by Art Sobczak and published by John Wiley & Sons. This book was released on 2010-03-04 with total page 261 pages. Available in PDF, EPUB and Kindle. Book excerpt: Praise for SMART CALLING "Finally, a sales book that makes sense! As a master sales trainer, Art nailed—no, obliterated—the number one fear of selling in this great book: cold calling! Let him teach you to stop cold calling and start Smart Calling!"—LARRY WINGET, television personality and New York Times bestselling author "Smart Calling is the benchmark as the highest professional standard for effective cold calling. Take the initiative to read and implement Art's rational principles and you will sell much more and develop a prospect base of potential customers who will call you when they are ready to purchase or graciously take your future calls. This is THE BEST sales text I have read in the past twenty years."—REX CASWELL, PhD, VP, LexisNexis Telephone Sales "You get only one chance to make the right impression in sales. If a top prospect gets a hundred calls a week, you want to be the one he remembers and buys from. Art's proven methods create a unique brand for you and position your offering as the best option. Art's advice isn't just smart, it's priceless."—BOB SILVY, VP, Corporate Marketing, American City Business Journals "Smart Calling effectively enables inside sales reps and organizations to accomplish a top priority—acquiring new customers. Art's pragmatic and actionable techniques will increase productivity, success, and professional satisfaction."—BILL McALISTER, SVP, Inside Sales, McAfee "A must-read, must-own book for anyone who wants to increase their sales right away with less effort and more fun. I'm so sure this book is a winner for anyone who needs to call prospects that I'll personally assure you that your results will increase noticeably after reading it, or I'll send you your money back."—MIKE FAITH, CEO & President, Headsets.com, Inc. "If you need to make a first call to anyone, for whatever reason, this book is for you. More than common sense, it's a real-world, no-fluff, simple approach that anyone can use to be successful."—DARCI MAENPA, President, West Coast Chapter, American Teleservices Association; Director, Member Support, Toastmasters International

Successful Cold Call Selling

Author : Lee Boyan
Publisher : Amacom
ISBN 13 : 9780814477182
Total Pages : 292 pages
Book Rating : 4.4/5 (771 download)

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Book Synopsis Successful Cold Call Selling by : Lee Boyan

Download or read book Successful Cold Call Selling written by Lee Boyan and published by Amacom. This book was released on 1989 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: For one of the fastest growing segments of the sales profession, this second edition is welcome. Offering hundreds of new ways to break the ice and complete a sale, it also gives classic tools from the first edition, proven by sales reps and managers. "Ideal for new and veteran sales reps alike, here is the perfect primer for a tough, rewarding job".--The Wall Street Journal.

Way of the Wolf

Author : Jordan Belfort
Publisher : Simon and Schuster
ISBN 13 : 1501164295
Total Pages : 256 pages
Book Rating : 4.5/5 (11 download)

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Book Synopsis Way of the Wolf by : Jordan Belfort

Download or read book Way of the Wolf written by Jordan Belfort and published by Simon and Schuster. This book was released on 2017-09-26 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: Jordan Belfort—immortalized by Leonardo DiCaprio in the hit movie The Wolf of Wall Street—reveals the step-by-step sales and persuasion system proven to turn anyone into a sales-closing, money-earning rock star. For the first time ever, Jordan Belfort opens his playbook and gives you access to his exclusive step-by-step system—the same system he used to create massive wealth for himself, his clients, and his sales teams. Until now this revolutionary program was only available through Jordan’s $1,997 online training. Now, in Way of the Wolf, Belfort is ready to unleash the power of persuasion to a whole new generation, revealing how anyone can bounce back from devastating setbacks, master the art of persuasion, and build wealth. Every technique, every strategy, and every tip has been tested and proven to work in real-life situations. Written in his own inimitable voice, Way of the Wolf cracks the code on how to persuade anyone to do anything, and coaches readers—regardless of age, education, or skill level—to be a master sales person, negotiator, closer, entrepreneur, or speaker.

33 Sales and Post-Sales Scripts for Cloud Computing Services

Author : Vijay Martis
Publisher : Vijay Martis
ISBN 13 :
Total Pages : 47 pages
Book Rating : 4./5 ( download)

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Book Synopsis 33 Sales and Post-Sales Scripts for Cloud Computing Services by : Vijay Martis

Download or read book 33 Sales and Post-Sales Scripts for Cloud Computing Services written by Vijay Martis and published by Vijay Martis. This book was released on 2024-09-11 with total page 47 pages. Available in PDF, EPUB and Kindle. Book excerpt: 33 Sales and Post-Sales Scripts for Cloud Computing Services by Vijay Martis Unlock the power of cloud computing sales with this comprehensive guide featuring 33 proven scripts for every stage of the sales process. From cold outreach to closing deals and beyond, this book equips you with the tools to navigate the complex world of cloud services sales. Inside, you'll find: • Customizable scripts for discovery calls, product demos, objection handling, and more • Strategies for tailoring your approach to different industries and company sizes • Tips for addressing common concerns like security, cost, and migration complexity • Techniques for post-sale engagement to drive customer retention and growth Whether you're new to cloud computing sales or a seasoned pro looking to refine your skills, this book provides the insights and practical tools you need to connect with prospects, overcome objections, and close more deals. Elevate your sales game and become a trusted advisor in the rapidly evolving cloud computing market.

The Ultimate Book of Phone Scripts

Author : Mike Brooks
Publisher : Sales Gravy Press
ISBN 13 : 9781935602057
Total Pages : 0 pages
Book Rating : 4.6/5 (2 download)

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Book Synopsis The Ultimate Book of Phone Scripts by : Mike Brooks

Download or read book The Ultimate Book of Phone Scripts written by Mike Brooks and published by Sales Gravy Press. This book was released on 2010-11 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: "[W]ith over 200 word for word, proven and up to date scripts ... [this book] will instantly make you more effective as you learn to breeze past gatekeepers, easily connect with decision makers and qualify and close more business over the phone"--Page 4 of cover

Sales Scripts that Close Every Deal: 420 Tested Responses to 30 of the Most Difficult Customer Objections

Author : Gerhard Gschwandtner
Publisher : McGraw Hill Professional
ISBN 13 : 0071491368
Total Pages : 264 pages
Book Rating : 4.0/5 (714 download)

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Book Synopsis Sales Scripts that Close Every Deal: 420 Tested Responses to 30 of the Most Difficult Customer Objections by : Gerhard Gschwandtner

Download or read book Sales Scripts that Close Every Deal: 420 Tested Responses to 30 of the Most Difficult Customer Objections written by Gerhard Gschwandtner and published by McGraw Hill Professional. This book was released on 2010-08-18 with total page 264 pages. Available in PDF, EPUB and Kindle. Book excerpt: Surefire ways to turn “No” into money in the bank A customer objection is a wall separating you from your commission. Now Sales Scripts That Close Every Deal arms you with field-tested responses guaranteed to topple just about any wall standing between you and your next sale, including: 21 winning replies to: “I'm too busy to talk with you now.” 14 killer comebacks to: “Your competitor's product is better.” 12 can't-miss responses to: “You'll have to do better than that.” 23 deal-making counters to: “Your price is too high.” These aren't one-size-fits-all scripts. You'll find responses for every situation and presentation style, including breezy, tough, thorough, factual, subtle, and thoughtful-whatever the occasion demands. A companion CD-ROM lets you customize the scripts in the book and craft original ones that you can combine in your own million-dollar sales playbook. With Sales Scripts That Close Every Deal in your corner, you'll never stumble, choke, or be at a loss for just the right response to any customer objection. USE THESE FIELD-TESTED SCRIPTS TO * Close more sales * Fearlessly handle any objection * Be more creative and spontaneous * Reduce stress * Be more organized

Cold Calling for Women

Author : Wendy Weiss
Publisher : DFD Publications
ISBN 13 : 9780967126807
Total Pages : 212 pages
Book Rating : 4.1/5 (268 download)

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Book Synopsis Cold Calling for Women by : Wendy Weiss

Download or read book Cold Calling for Women written by Wendy Weiss and published by DFD Publications. This book was released on 2000 with total page 212 pages. Available in PDF, EPUB and Kindle. Book excerpt: Eliminate Telephone terror and turn cold call to cash! Cold calling is a powerful, inexpensive and easy way to develop new contacts and expand resources. In today's market, generating new business requires planning and skill. For over 10 years, Wendy Weiss has been a marketing consultant specializing in cold calling and appointment setting.

Cold Calling for Chickens

Author : Bob Etherington
Publisher : Marshall Cavendish International Asia Pte Ltd
ISBN 13 : 9814794864
Total Pages : 127 pages
Book Rating : 4.8/5 (147 download)

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Book Synopsis Cold Calling for Chickens by : Bob Etherington

Download or read book Cold Calling for Chickens written by Bob Etherington and published by Marshall Cavendish International Asia Pte Ltd. This book was released on 2018-02-15 with total page 127 pages. Available in PDF, EPUB and Kindle. Book excerpt: Cold calling – making contact with strangers – is the biggest fear confronting businesspeople, especially those who work in sales and marketing. “Put me in front of a customer and I can persuade them to buy anything … just don’t ask me to cold call!!” Yet cold calling is unavoidable and something which has to be done (and not just in sales and marketing) if you are to sell and make people aware of your business. This book, based on a very successful course given to thousands of people, shows the art and science of making first contact with complete strangers. The secret is in the preparation and approach, rather than having the gift of the gab, that will enable even yellow-bellied chickens to make that call with confidence. 10 reasons you must buy this book and start winning new customers tomorrow! 1. It is written by somebody who does it successfully every week. 2. Cold calling is fun, and much, much easier than you think. 3. Cold calling is 10 times more effective and less costly than “networking parties,” website promotion or advertising. 4. 95% of your competitors are too scared to do it. That means there’s a lot of business out there waiting for you. 5. The only people who tell you that cold calling doesn’t work are those too scared to do it themselves. 6. You actually overcome your fear by becoming an even bigger “chicken.” 7. “No’s” are not bad things. Go for more “no’s.” Two is not enough – success usually comes on the sixth attempt. 8. Seven simple questions will usually get you to a “yes.” 9. The 5% of sellers who do it properly are taking 85% of the new business in your market. By using the material in this book you will make sure you join the few. 10. “Build a better mousetrap and the world will beat a path to your door”? The biggest lie in business! Your market is now too crowded with businesses that look just like yours (however much you kid yourself). So if not cold calling, how are you going to find new customers? [Facsimile reprint edition]

Amp Up Your Sales

Author : Andy Paul
Publisher : AMACOM
ISBN 13 : 0814434886
Total Pages : 255 pages
Book Rating : 4.8/5 (144 download)

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Book Synopsis Amp Up Your Sales by : Andy Paul

Download or read book Amp Up Your Sales written by Andy Paul and published by AMACOM. This book was released on 2014-11-28 with total page 255 pages. Available in PDF, EPUB and Kindle. Book excerpt: Combining leading-edge research with a vast amount of field experience, this book will show anyone how to become the trusted sales professional who consistently wins new business. Customers today are overloaded with information and overwhelmed by options. product value is so high across the competition that any kind of meaningful product differentiation--at least in the customers’ eyes--has disappeared. Therefore, between not recognizing product differences, combined with not having any time to spare to investigate what they don’t know, the difference maker for many decision makers is you! In Amp Up Your Sales, you will learn how to: Maximize the value of their selling Accelerate responsiveness to build trust and credibility Earn valuable selling time with customers Shape the buyer's vision Integrate persuasive stories into their sales process Build lasting relationships through follow-up and customer service The salesperson who is always responsive and completely focused on value will be the one who will stand out from the crowd and get the sale. The bad news is, your customers won’t understand and appreciate all the advantages of your product. The good news is, they aren’t making the decision based on the product, but on you!

Brainfluence

Author : Roger Dooley
Publisher : John Wiley & Sons
ISBN 13 : 1118175948
Total Pages : 308 pages
Book Rating : 4.1/5 (181 download)

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Book Synopsis Brainfluence by : Roger Dooley

Download or read book Brainfluence written by Roger Dooley and published by John Wiley & Sons. This book was released on 2011-10-21 with total page 308 pages. Available in PDF, EPUB and Kindle. Book excerpt: Practical techniques for applying neuroscience and behavior research to attract new customers Brainfluence explains how to practically apply neuroscience and behavior research to better market to consumers by understanding their decision patterns. This application, called neuromarketing, studies the way the brain responds to various cognitive and sensory marketing stimuli. Analysts use this to measure a consumer's preference, what a customer reacts to, and why consumers make certain decisions. With quick and easy takeaways offered in 60 short chapters, this book contains key strategies for targeting consumers through in-person sales, online and print ads, and other marketing mediums. This scientific approach to marketing has helped many well-known brands and companies determine how to best market their products to different demographics and consumer groups. Brainfluence offers short, easy-to-digest ideas that can be accessed in any order. Discover ways for brands and products to form emotional bonds with customers Includes ideas for small businesses and non-profits Roger Dooley is the creator and publisher of Neuromarketing, the most popular blog on using brain and behavior research in marketing, advertising, and sales Brainfluence delivers the latest insights and research, giving you an edge in your marketing, advertising, and sales efforts.

Flip the Script

Author : Oren Klaff
Publisher : Penguin
ISBN 13 : 052553394X
Total Pages : 258 pages
Book Rating : 4.5/5 (255 download)

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Book Synopsis Flip the Script by : Oren Klaff

Download or read book Flip the Script written by Oren Klaff and published by Penguin. This book was released on 2019-08-13 with total page 258 pages. Available in PDF, EPUB and Kindle. Book excerpt: THE BESTSELLING AUTHOR OF PITCH ANYTHING IS BACK TO FLIP YOUR ENTIRE APPROACH TO PERSUASION. Is there anything worse than a high-pressure salesperson pushing you to say "yes" (then sign on the dotted line) before you're ready? If there's one lesson Oren Klaff has learned over decades of pitching, presenting, and closing long-shot, high-stakes deals, it's that people are sick of being marketed and sold to. Most of all, they hate being told what to think. The more you push them, the more they resist. What people love, however, is coming up with a great idea on their own, even if it's the idea you were guiding them to have all along. Often, the only way to get someone to sign is to make them feel like they're smarter than you. That's why Oren is throwing out the old playbook on persuasion. Instead, he'll show you a new approach that works on this simple insight: Everyone trusts their own ideas. If, rather than pushing your idea on your buyer, you can guide them to discover it on their own, they'll believe it, trust it, and get excited about it. Then they'll buy in and feel good about the chance to work with you. That might sound easier said than done, but Oren has taught thousands of people how to do it with a series of simple steps that anyone can follow in any situation. And as you'll see in this book, Oren has been in a lot of different situations. He'll show you how he got a billionaire to take him seriously, how he got a venture capital firm to cough up capital, and how he made a skeptical Swiss banker see him as an expert in banking. He'll even show you how to become so compelling that buyers are even more attracted to you than to your product. These days, it's not enough to make a great pitch. To get attention, create trust, and close the deal, you need to flip the script.

Power Phone Scripts

Author : Mike Brooks
Publisher : John Wiley & Sons
ISBN 13 : 111941797X
Total Pages : 227 pages
Book Rating : 4.1/5 (194 download)

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Book Synopsis Power Phone Scripts by : Mike Brooks

Download or read book Power Phone Scripts written by Mike Brooks and published by John Wiley & Sons. This book was released on 2017-06-28 with total page 227 pages. Available in PDF, EPUB and Kindle. Book excerpt: Start closing sales like top producers! Have you ever found yourself at a loss for what to say when the gatekeeper asks you what your call is about? Have your palms ever sweated when the decision maker shuts you down with: “I wouldn’t be interested”? Has your heart taken a fast dive into your stomach when, at the start of your presentation, your prospect tells you that they’ve thought about it and are just going to pass? If you’re in sales, then the question isn’t “Have you ever felt this way?”, but rather, “How often do you feel this way? Are you finally ready to learn how to confidently and effectively overcome these objections, stalls, and blow-offs? If so, Power Phone Scripts was written for you! Unlike other books on sales that tell you what you should do (like build value – hard to do when the prospect is hanging up on you!), Power Phone Scripts provides word-for-word scripts, phrases, questions, and comebacks that you can use on your very next call. Learn to overcome resistance, get through to the decision maker, and then, once you have him or her on the phone, make an instant connection and earn the right to have a meaningful conversation. You’ll be equipped with proven questions, conversation starters, and techniques to learn whether or not they are even right for your product or service, and, if they aren’t, who else in their company or another department might be. Power Phone Scripts is the sales manual you’ve been looking for: over 500 proven, current, and non-salesy phrases, rebuttals, questions, and conversation openers that will instantly make you sound more confident – just like the top producing sales pros do right now. Gone will be your call reluctance; gone will be your fear of calling prospects back for presentations and demos; gone will be the fear of asking for the sale at the end of your pitch! This practical guide is filled with effective scripts for prospecting, emailing, voice mails, closes, and tons of rebuttals to recurring objections you get like: “It costs too much” “We already have a vendor for that” “I’m going to need to think about it” “I need to talk to the boss or committee” and so many others... More than just phone scripts, this book provides practical, comprehensive guidance that every inside sales rep needs. Conquer concerns, provide answers, motivate action, and be the conduit between your prospect’s problems and your solution. Actionable, fun, and designed to work within the current sales environment, this invaluable guide is your ticket to the top of the leader board. With Power Phone Scripts, you will never be at a loss of what to say to a prospect or client. Communication is everything in sales, and being on top of your game is no longer enough when top producers are playing a different game altogether. You cannot achieve winning stats if you're not even on the field. If you're ready to join the big league, Power Phone Scripts is the playbook you need to win at inside sales.

Think Like Your Customer: A Winning Strategy to Maximize Sales by Understanding and Influencing How and Why Your Customers Buy

Author : Bill Stinnett
Publisher : McGraw Hill Professional
ISBN 13 : 0071460128
Total Pages : 288 pages
Book Rating : 4.0/5 (714 download)

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Book Synopsis Think Like Your Customer: A Winning Strategy to Maximize Sales by Understanding and Influencing How and Why Your Customers Buy by : Bill Stinnett

Download or read book Think Like Your Customer: A Winning Strategy to Maximize Sales by Understanding and Influencing How and Why Your Customers Buy written by Bill Stinnett and published by McGraw Hill Professional. This book was released on 2004-11-21 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: How to capture customers by learning to think the way they do The most common complaint Bill Stinnett hears from his corporate clients is that would-be vendors and suppliers "just don't understand our business." In Think Like Your Customer, Stinnett explains why the key to landing corporate customers is to learn to think about the things executives and business owners think about and understand how they make complex buying decisions. Drawing upon his years of experience as a Fortune 500 consultant, he offers sales and marketing professionals a powerful framework for understanding the inner workings of a business; knowing what motivates its executives and influences their buying decisions; identifying a company's organizational structure and decision-making psychology; and using that information to develop a winning strategy for influencing how and why the customer buys. In addition, you receive: Solid marketing insights delivered in a fun, breezy style by a top corporate consultant and seminar leader Expert tips on how to maximize the value and profitability of relationships with corporate clients and customers

Portfolio of Ready-to-use Model Sales Scripts

Author : Howard Bishop
Publisher : Prentice Hall
ISBN 13 :
Total Pages : 216 pages
Book Rating : 4.3/5 (243 download)

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Book Synopsis Portfolio of Ready-to-use Model Sales Scripts by : Howard Bishop

Download or read book Portfolio of Ready-to-use Model Sales Scripts written by Howard Bishop and published by Prentice Hall. This book was released on 1989 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: As a sales professional, objections like these are a frequent part of your daily routine. Say the wrong thing and you've lost the sale. Say the right thing and you can turn even the most difficult prospect into an eager customer.