Communication and sales Communicating with customers  Create e-rapport with your customers Getting the call back Let your customers know why they are smart to do business with you Listen up The "never-ever" list of phrases Watch your words! What ever happened to personalized service? Sales techniques Step by step: The sale is secondary Three killer secrets for closing the sale Get your customers to say yes! Follow-up and retention Aftermarketing success Fantastic follow-up Satisfied vs. loyal customers Keeping customers Turn buyers into loyal customers