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SCMP Reporter

winning words

Retail

'Dare to try new ways of selling. Failures are not forever. Take on challenges and learn from your experiences.'

Alice Fung Li-ping, Pricerite

'When customers give unreasonable or irrational comments about the products, do not object to them right away.'

Steven Leung Chi-shing, Pricerite

'When  two or more customers come in together, find out what their relationship is and who will make the final decision.  Make good use of their interaction.'

Sita Liu, LifeZtore

Service

'People often tell long stories with less than 20 per cent of the information relevant  to what they are trying to find. Be patient and listen between the lines.' Ming Tsui,  Hong Kong & China Gas

'Even when you know a product really well, explain to the customers in the simplest way. Use more metaphors and share your experience with colleagues so that you can figure out better selling methods. Go into every single detail to ease customers' worries. Help them as if they are your friends.' Venus Nga,

Hong Kong & China Gas

'Always answer before customers ask.' Amy Cheng Ka-man, Hongkong Post

'Take a deep breath and smile before picking up a call. Customers can feel it.' May Chang Lei-ngo,  Hongkong Post

'When facing complaints, first deal with the customers' emotions and show them you understand. Always point the finger  at yourself and see where the problem originated.'Wong Fu-yau, postmaster, Hongkong Post

'It does not have to be hard-sell. I don't mind meeting customers several times to understand more about their needs and wants before making a deal.'

Kate Wong, UPS

Health care

'The three most important things in selling are self-confidence, trust in your products and a passion to help people.'

Cheryl Ng, Janssen Pharmaceutica

'Doctors are very busy people. How to make them stay and listen  all depends on the first few seconds. Spend more effort [thinking up a creative opening line]. Avoid one-way communication. Always ask them questions.' Zoe Ng, Janssen Pharmaceutica

'Do your homework. Make sure that you always read the latest medical papers before meeting doctors. Always give quick and accurate answers so that the doctors think you are a professional and know your stuff.' Leanne Yau, Janssen Pharmaceutica



Winning words