Departing from convention, Let me close by asking an unusual question. What was the main topic today?, Challenging assumptions, The problem is not the customer. The problem is us., Creating a sense of urgency, If we don’t act quickly, we won’t have any customers., Building rapport, I believe we share a common ambition., Awakening curiosity with questions, What’s the most common customer complaint in business today?, Getting the audience to talk to one another, Can you discuss these two questions with your neighbour for three minutes?, Communicating optimism and confidence, There’s little doubt in my mind that we will succeed., Quoting interesting data, Have a look at these statistics published last month in a leading magazine., Using rhetorical questions, So how do we find out what they need?, Using powerful vocabulary, In fact, that’s totally wrong. It’s an incredible achievement.

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