The phone is still the best sales tool

It might seem basic but in the modern retail world where customer communication is possible 24/7, the simple act of answering the telephone is often overlooked. RICH KIZER and GEORGEANNE BENDER advise going back to the basics on old-fashioned telephone etiquette will set your store apart.

How a business answers the telephone can either mean money in the till or lost opportunities as potential customers hang up and call a competitor. When face-to-face, communication experts say people take 55 per cent of their cues from body language, 3...

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