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Use This Line to Avoid Becoming Your Client’s Adversary

It works frequently enough to try.

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“I wish I could do that …”

When to use it: With a customer who is trying to negotiate a better price or one who is asking for an unreasonable allowance for an error.

Why? Instead of creating an adversarial scenario, these words actually compliment a customer for his intelligence. Do they always work? No. But they work frequently enough to remember.

Rick Segel, Retail Business Kit for Dummies. 

Since launching in 2014, INVISION has won 21 international journalism awards for its publication and website. Contact INVISION's editors at editor@invisionmag.com.

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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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Vision Is Like … High Definition TV

Several ways to explain HD lenses to clients.

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“The difference in vision is like …”

“… disposable cameras as opposed to a high-quality lens.” — Maxine Kobley, Metrovision, Carle Place, NY

“… color TV, high-definition TV or Blu-ray high def.” — Texas L. Smith, OD, Dr. Texas L. Smith & Assoc., Citrus Heights, CA

“High definition TV. Or would you prefer the old ‘rabbit-ear,’ black-and-white version?” — Scott Keating, OD, Vision Trends, Dover, OH

Why use them? To help explain the differences in clarity and sharpness between different types of lenses.

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Use Yourself as an Example to Relate

Here’s how to explain the “intermediate area”.

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The intermediate area is the most important area that we use all day! I use it for cooking (which I love); driving (the dashboard and navigation which is important to me in getting around Houston) and looking at computer screens.

Why say it? To explain why it’s crucial to have the widest intermediate area when dispensing a progressive; using yourself as an example always helps. — Deanna Dibianca, Vericare Vision, Katy, TX

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