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LineTime: Is This Your First Time Visiting Our Store?

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Is this your first time visiting our store?*

Have your salespeople ask this question when encountering a new face. If the answer is yes, follow with, “Let me show you around a bit.” If the answer is no, you can say, “Welcome back. How can we help you today?” Either way, you begin to develop rapport. Not only is the customer now involved with you, but you have control of the conversation.


This article originally appeared in the March 2014 edition of INVISION.

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Line Time

‘Do You See the Naked Lady?’

It’s a great way to get accurate patient measurements.

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WHY SAY IT? After asking the patient to look through the pupilometer and focus on the green light. It will get a laugh and, more importantly, inform you that the patient is looking at the right spot. (You may have to do the measurements again if they crack up.)

SOURCE: Gina Kay, Daily Optician

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What to Say to That Crooked-Browed Customer

Especially when they insist on having their frames adjusted to line up with their eyebrows.

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what to say? “Our eyebrows are sisters, not twins!”

when to use it? When dealing with those patients who want their glasses adjusted to line up with their crooked eyebrows and aren’t taking on board the fact that glasses work best when you look through the optical centers. It adds a little humor and helps open up the conversation about how the glasses need to be adjusted. — Alison Rolli, Daily Optician

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Hit Pause — This Line Works Best When Patients Need to Process A Lot of Information

It gives you both a break.

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What to say? “Look, I’ve given you a lot of information here and there is no need to rush, so why don’t you take a few days to consider everything I’ve told you and then we’ll take it from there.”

When to use it? When you’re dealing with a patient who has been given serious information to digest or a customer who is simply being difficult for whatever reason. Such a break gives you and the customer a chance to move beyond an emotionally charged conversation.

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