Name the Observation Without Accusing
Use observation-based language instead of accusatory body-language labels.
Imani sees the client's expression shift as renewal pricing appears. Pick the line that keeps the conversation open. Imani presents renewal pricing. Here is the renewal structure for the next year. fromBottom The client gives a quick lip press and looks away. Okay, I see. fromTop What should Imani say now? I may be reading this wrong, but the energy shifted when pricing came up. What should we unpack? This is specific, tentative, and topic-linked. It uses the nonverbal shift to invite data, not to assign emotion. You look upset about the price, so let me defend how we got…
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