Negotiation Skills

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Across
  1. 3. In negotiation you must imagine the situation from the customers ______________.
  2. 4. In negotiation we must __________ both the customer needs and the business needs.
  3. 6. First response to an irrate customer.
  4. 7. When making an offer, leave room to _______________.
  5. 8. The most important practise while negotiating.
  6. 9. The customer wants an HD receiver for free.
Down
  1. 1. The customer has recently purhased a new HD TV and they only have 1 NAV401.
  2. 2. Tool used to build value on the shipping cost.
  3. 4. When negotiating never start with your ___________ answer.
  4. 5. The customer does not want to pay for the 630 upfront.
  5. 10. The customer demands a free month for being with Shaw Direct a long time.
  6. 11. The customer says the movie package is too expensive.