What is the alternative?

Some words and phrases shouldn’t be used but I hear them in dealerships all the time.

Yes, you’re going to have to give a discount sometimes, but if you use that word it
sounds like you’re devaluing your product or service. “Listen, I can do a saving on
that one for you, a customer saving of £X.” Saving is a more positive word for the customer.

We’re always being told to not sign anything until we’ve shopped around, so don’t ask
your customer to sign something, ask them to ‘okay it’ instead – or to ‘autograph it’, if
you prefer. Don’t put a cross where you want them to sign, either. Put a tick instead.
It’s more positive.

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