-EMPATHY
-CONFIDENCE
-RECOGNITION
-ENGAGEMENT

>>LISTEN ACTIVELY 
"I UNDERSTAND YOUR REACTION..."

>>ASK QUESTIONS THAT WILL HELP YOU BETTER UNDERSTAND THE SITUATION
"WHAT MAKES YOU SAY  THAT?" ... "COULD YOU TELL ME EXACTLY...?"

>>WAIT UNTIL "THE END OF THE WAVE" BEFORE APOLOGIZING, BUT NOT EXCESSIVELY

>>PARAPHRASE 
"IF I UNDERSTAND YOU WELL, YOU ARE SAYING THAT YOU HAVE..." 

>>SUGGEST A SOLUTION 
"I SUGGEST, I INVITE YOU TO..." 

>>DEMONSTRATE TO THE CUSTOMER THE BENEFITS THEY WILL RECEIVE FROM YOUR PROPOSAL
"SO THAT YOU CAN..." 

>>CONCLUDE THE CONVERSATION BY SUMMARIZING WHO DOES WHAT, WHEN, AND HOW

VARIOUS METHODS OF MANAGING OBJECTIONS
-I SEE
-YOU'RE RIGHT
-I HEAR YOU
-IT'S A GOOD THING YOU POINTED THAT TO ME

POSITIVE POSITIONING 
HOW TO SAY NO WITHOUT ACTUALLY SAYING IT