From scripts to dialogues

Dialogues are the operational support to effectively address the

conversation with the customer adapting to the situation.

The relationship with the customer is always a delicate moment that requires sensitivity and preparation: following a dialogue pattern means controlling the conversation and therefore minimizing the uncertainty in responding by maximizing the possibility of closing the deal.

Knowing what to say in each situation passes through these points:

• to read to interpret
• from stiffness to versatility
• from amateur to professional
• to be forced to understand the customer's needs
• from talking to creating a relationship