Monday, December 10, 2012

Scripts: Dealing With Rumors

The customer may be concerned about your company in particular, based on an experience someone else has had, a rumor about your company—or perhaps their own experience in the past. Or the customer may have had a bad experience with another caterer and is now suspicious of all catering companies. In any of these cases, you need to address the concern directly. Comments like these can start that conversation:

“Catering companies are difficult places to run.”

“Let me tell you about a problem I had with a catering company recently.”

“What would it take to renew your confidence in using catering companies?”

“Did the catering company that caused you the problem give you an adjustment?”

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