What Do I Say When…? Sales Workbook | 120 Customer Questions, Scripts & Practice Exercises

Know what to say when customers ask difficult questions.

“Your price is too high.”
“I need to think about it.”
“Why should I buy from you?”

Prepare for these moments with What Do I Say When…? The Small Business Sales Conversation Workbook by ShopNesie.

This 80-page PDF workbook contains 120 customer questions and sales situations with practical tips, starter scripts, and writing space to create answers using your own products, services, prices, and policies.

Use it to prepare for conversations in person, at markets, online, through email, or in direct messages.

Each exercise includes:

• A customer question, statement, or sales situation.

• A practical tip to guide your response.

• A “Try Saying” starter script you can adapt.

• Space to write your own answer.

• A checkbox to track practicing your response aloud.

Explore 11 chapters covering:

Starting conversations, explaining product value, discussing prices and discounts, building trust, handling hesitation, communicating clearly, ordering and delivery, online messages, special requests, closing sales, repeat customers, complaints, and difficult conversations.

Additional worksheets include:

• My Business Snapshot: Organize your products, prices, customers, and strengths.

• My Policies Cheat Sheet: Prepare consistent answers about shipping, returns, payments, and more.

• My 10 Best Answers: Keep your most useful responses together.

• New Questions Customers Asked Me: Record real conversations and improve your future answers.

Who is it for?

Small business owners, online sellers, resellers, handmade business owners, market vendors, service providers, and anyone who wants to practice clearer, more confident customer conversations.

Start with the questions you hear most often, personalize your responses, and build a sales reference you can return to as your business grows.

Product details: Digital PDF, 80 pages, 120 customer questions and situations, 11 chapters. Print and complete by hand.

Digital product only. No physical item will be shipped. For personal use and use within your own business. Reselling, sharing, or redistributing the file is not permitted.