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Thank you for invitation. In my opinion, the manager should listen carefully to recognize the real need of a customer. But he shouldnt miss the moment, when the discussion goes to the wrong way and respectfully redirect the communication. For example, if the client starts to talk about not relevant things, the manager should catch the right moment to ask him yes/no questions. The direct yes/no question gives the possibility to keep the communication effective and doent allow the customer to continue talking irrelevant information.
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