“If someone calls my office saying, “I bought the 67
Steps and didn't see a change in my life after two weeks," my customer
support team will apply the P.A.S.E. personality system that I created:
P
(Practical)—People are logical. They might say, “I
bought this for $39 and saw that I could buy it elsewhere for $29. I want a
refund because of the $10 difference.” Respond with logic, lists and numbers.
“You're correct; our program is more expensive. Here are its nine features,
which is why you paid extra.”
A
(Action) — People tend to be impatient and
aggressive. They might say, “Hey, it’s not working fast enough.” Respond
aggressively using action phrases like, “Get back in the program! Don’t give
up!”
S
(Social)—People tend to want to talk a lot; they
like interaction. Casually talk to them for 20 minutes and they'll probably be
back on board.
E
(Emotional)—People will probably be hurt or
suspicious. They might say, “I bought this and didn’t get the login—are you
trying to rip me off?” Use a lot of assurance and safety words like, “You’re
safe. Don’t worry. There’s always a money-back guarantee backed by Visa, Amex,
MasterCard, etc.,” which is true, of course.
“Success is nothing more than a few simple
disciplines, practiced every day.” - Jim Rohn
Info
Source: http://www.success.com/article
