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  setDocumentMetaData(dc:date: 1601-01-01T00:00:00.00, meta:creation-date: 2000-06-06T18:51:08.00, meta:initial-creator: Gerald Leppert, meta:print-date: 2000-06-06T21:57:33.00)
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          insertText(text: 4 Die fünf Phasen eines telefonischen Verkaufsgespräches)
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          insertText(text: 1. Zugang)
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          insertText(text: Den richtigen Gesprächspartner identifizieren)
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          insertText(text: Hallo, guten Tag, hier spricht ... von ... Ich würde sehr gerne die verantwortliche Person in Ihrem Unternehmen für ... sprechen. Können Sie mir den Namen dieser Person geben? )
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        openSpan(fo:font-size: 12.0000pt, fo:font-style: italic, style:font-name: Times)
          insertText(text: ...gut, danke sehr. Ist diese/r Dame/Herr womöglich der Geschäftsführer?)
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          insertText(text: Den Filter überwinden)
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          insertText(text: Hallo, guten Tag, ich hätte gerne Herr/Frau ... gesprochen. )
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          insertText(text: (Wer möchte sie/ihn sprechen?).)
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          insertText(text: Anton Kamps von der Guten-Laune-GmbH. )
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          insertText(text: (Worum geht es denn?).)
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          insertText(text: Ich würde gerne mit ihr/ihm sprechen, um ihr/ihm eine sehr aktuelle Werbemaßnahme zu kommentieren. Meinen Sie, daß er meinen Anruf entgegennehmen kann?)
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          insertText(text: (Können Sie es mir erklären?))
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          insertText(text: Selbstverständlich, es handelt sich um ein neues Werbevertragsverfahren, preisgünstiger als die traditionellen, das in Unternehmen wie das Ihrige )
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          insertText(text: sehr viel Erfolg hat. Könnte ich es mit Frau Y besprechen und sehen, ob sie meinen Anruf entgegennehmen kann?)
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          insertText(text: (Einen Moment, ich sehe mal).)
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          insertText(text: Ziele:)
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          insertText(text: ------------------------------------- )
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          insertText(text: )
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          insertText(text: Die Identität des richtigen Gesprächspartners herausfinden.)
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          insertText(text: Sich Zugang zu dieser Person verschaffen. )
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          insertText(text: Haltungen und Fähigkeiten)
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          insertText(text: -------------------------------------)
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          insertText(text:  )
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          insertText(text: Sicherheit, Respekt, Beharrlichkeit, persuasion.)
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          insertText(text: Es ist notwendig, wenn wir nicht genau wissen, wer der für uns adequate Gesprächspartner ist. )
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          insertText(text: Normalerweise wird uns die Empfangstelefonistin den Namen und den Posten unserer Kontaktperson geben, sobald wir ihr den Grund unseres Anrufes nennen. )
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          insertText(text: Sollte sie Einwände erheben, können wir ihr erklären, daß wir die Daten brauchen, um eine Werbesendung an die richtige Person zu adressieren. Sie wird für gewöhnlich nicht nein sagen. )
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          insertText(text: Für eine Sekretärin bedeutet es, einen Anruf zu filtern: )
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            insertText(text: den Anrufer zu identifizieren,)
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            insertText(text: den Beweggrund oder die Absichten des Anrufes zu erfahren,)
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            insertText(text: seine Bedeutung zu bewerten,)
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            insertText(text: mit dem Anruf richtig verfahren, das heißt:)
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            insertText(text: den Anruf ankündigen oder vor dem Weiterleiten nachfragen,)
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            insertText(text: selbst sich um den Anruf kümmern, )
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            insertText(text: den Anruf an eine andere Person weiterleiten als die nachgefragte, )
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            insertText(text: den Anrufer vertrösten, ihn abwimmeln.)
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          insertText(text: Wie mit unserem Anruf verfahren wird, hängt von der Wichtigkeit ab, die man dem Anruf und unserer Haltung beimessen wird. Folglich:)
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            insertText(text: werden wir uns vorstellen, die Empfangstelefonistin mit Respekt begrüßen und nach der Kontaktperson fragen,)
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            insertText(text:  wenn wir den Grund unseres Anrufes erklären sollen, so werden wir eine kurze Zusammenfassung geben und eine interessante Pointe hinzufügen: So wird es einfacher für die Empfangstelefonistin sein unser Anliegen aufzunehmen und getreu weiterzuleiten. Schließlich bitten wir noch einmal um die Weiterleitung unseres Anrufes,)
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            insertText(text: solte sie mehr Information verlangen, so geben wir diese nacheinander, indem wir immer darauf bestehen mit der gewünschten Person zu sprechen. Sie wird schließlich nachgeben,)
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            insertText(text: sollte sie einwenden, daß sie persönlich für unser Anliegen zuständig ist, versuchen wir das Verkaufsgespräch,)
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            insertText(text: sollte sie uns nicht weiterleiten können, so bitte wir um eine günstigere Zeit, in der wir anrufen könnten. Beharren. )
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          insertText(text: Bestätigung des Gesprächspartners)
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          insertText(text: Guten Tag, sind Sie Herr/Frau ...?/)
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          insertText(text: Sind Sie der Geschäftsführer?)
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          insertText(text: Ihm die Hand geben)
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          insertText(text: Ich freue mich, sie begrüßen zu können. /)
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          insertText(text: Ich freue mich, Sie kennenzulernen. )
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          insertText(text: Wahrscheinlich haben Sie schon das ... bekommen ... was sehr interessant für sie sein könnte. )
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          insertText(text: ------------------------------------- das Gespräch mit der adequaten Person beginnen. )
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          insertText(text: Wenn wir nur über seinen Posten informiert sind, so werden wir unseren Gesprächspartner im Laufe des Gespräches nach seinem Namen fragen. )
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          insertText(text: Bekunden von Höflichkeit durch eine Höflichkeitsfloskel. )
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          insertText(text: Eines der Details, das beim Kunden einen besseren Eindruck hinterläßt. Sehr schwierig in die Praxis umzusetzen, da die Erfahrungswerte fehlen. )
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          insertText(text: Es ist ratsam, die Vorstellungssätze auswendig zu lernen. Diese sollen kurz, präzise und vollständig sein ( wie eine Visitenkarte). Das erlaubt dem Kunden, uns einzuordnen. )
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          insertText(text: Sprechen Sie diese langsam, damit der Kunde es verinnerlichen kann. )
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          insertText(text: Eine Einleitung vor unserer Darstellung ermöglicht es uns, gut ins Gespräch einzusteigen und das Interesse unseres Kunden zu wecken. )
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          insertText(text: Dieses ist eine Respektbekundung. Außerdem wird der Hörer gespannt sein und wird uns die Zeit geben. Sodann können wir in aller Ruhe sprechen. )
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          insertText(text: Wenn in der Tat keine Zeit hat, wird er uns das sagen und einen anderen Termin geben. )
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            insertText(text: Motivation)
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          insertText(text: Unsere Darstellung beginnen)
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          insertText(text: Danke, wie ich Ihnen sagte... /)
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          insertText(text: Danke, sie wissen, daß manchmal... /)
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          insertText(text: Wir gründeten das Unternehmen mit der Idee... /)
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          insertText(text: Der Telefondienst, von dem ich Ihnen spreche...)
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          insertText(text: Schlüsselfragen stellen)
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          insertText(text: I)
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          insertText(text: st Ihnen schon widerfahren, daß...? /)
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          insertText(text: Kannten Sie uns bereits? )
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          insertText(text: Und glauben Sie nicht, daß in diesen Fällen...?)
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          insertText(text: Zum Schluß kommentieren)
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          insertText(text: Wie denken Sie darüber, wenn ich Ihnen das persönlich vorstelle? /)
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          insertText(text: Schauen Sie, ich schlage Ihnen folgendes vor, Herr X... / )
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          insertText(text: Ziele:)
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          insertText(text: ------------------------------------- Kaufhinweise )
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          insertText(text: beim Kunden aufdecken. )
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          insertText(text: Unser Angebot als Lösung präsentieren. )
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          insertText(text: Eine bejahende Antwort erreichen. )
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          insertText(text: ------------------------------------- Initiative, Fähigkeit, Interesse zu wecken, Reaktionsvermögen.)
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          insertText(text: Wir gehen nun tiefer in die Materie. Ein sehr kurzer Abschnitt. )
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          insertText(text: abhandeln.)
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          insertText(text: Wenn man uns kennt, können wir direkt zum nächsten Abschnitt übergehen oder sogar dazu, ein Angebot zu machen.)
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            insertText(text: den Kunden einzubeziehen, indem wir ihn persönlich ansprechen,)
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            insertText(text: seine Bedürfnisse oder Schwierigkeiten zu erkennen,)
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            insertText(text: die Initiative beizubehalten und ihn auf das Angebot vorzubereiten. )
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          insertText(text: Vor allem ist die erste Frage, die wir stellen, wichtig - die , die unsere Darstellung beendet. )
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          insertText(text: Wir machen erst dann ein Angebot, wenn wir Indizien dafür haben, daß es angenommen wird (Kaufsignale).)
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          insertText(text: Idealerweise geht man bei dem Angebot folgendermaßen vor: )
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          openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, style:font-name: Times)
            insertText(text: ankündigen, daß wir eine gute Lösung für die beim Kunden aufgedeckten Bedürfnisse haben,)
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            insertText(text: erklären, wie die Lösung aussieht, )
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        closeListElement()
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          openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, style:font-name: Times)
            insertText(text: durch eine geschlossene Frage ein Zusage erlangen.)
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        closeListElement()
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          insertText(text: Wenn wir zu einer Übereinkunft kommen, beenden wir das Gespräch; wenn nicht, gehen wir zu der )
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          insertText(text: Einwandsbehandlung über)
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, style:font-name: Times)
        closeSpan()
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          openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 16.0000pt, style:font-name: Times)
            insertText(text: Einwände)
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        closeSpan()
      closeParagraph()
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 14.0000pt, style:font-name: Times)
          insertText(text: Einwände akzeptieren)
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, style:font-name: Times)
        closeSpan()
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, style:font-name: Times)
          insertText(text: J)
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, fo:font-style: italic, style:font-name: Times)
          insertText(text: a, ich verstehe... /)
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, fo:font-style: italic, style:font-name: Times)
          insertText(text: Ich verstehe, daß Sie so denken... /)
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, fo:font-style: italic, style:font-name: Times)
          insertText(text: Ich bin Ihrer Meinung, denn manchmal... /)
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, fo:font-style: italic, style:font-name: Times)
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          insertText(text: Einwände klären)
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, style:font-name: Times)
        closeSpan()
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, fo:font-style: italic, style:font-name: Times)
          insertText(text: Ich möchte Sie nicht stören, Herr X. Wenn Sie es wünschen, kann ich Sie zu einem anderen Zeitpunkt anrufen. /)
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, fo:font-style: italic, style:font-name: Times)
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, fo:font-style: italic, style:font-name: Times)
          insertText(text: Vielleicht hatten sie zuvor eine schlechte Erfahrung mit einem ähnlichen Produkt. /)
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      closeParagraph()
      openParagraph(fo:line-height: 150.0000%)
        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, fo:font-style: italic, style:font-name: Times)
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, fo:font-style: italic, style:font-name: Times)
          insertText(text: Ich habe den Eindruck, daß Sie mein Angebot nicht so attraktiv finden.)
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, style:font-name: Times)
        closeSpan()
      closeParagraph()
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 14.0000pt, style:font-name: Times)
          insertText(text: Adäquat entkräften)
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      closeParagraph()
      openParagraph(fo:line-height: 150.0000%)
        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, style:font-name: Times)
        closeSpan()
      closeParagraph()
      openParagraph(fo:line-height: 150.0000%)
        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, fo:font-style: italic, style:font-name: Times)
          insertText(text: Wie dem auch sei, haben Sie nicht daran gedacht, daß...? /)
        closeSpan()
      closeParagraph()
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, fo:font-style: italic, style:font-name: Times)
          insertText(text: Na gut, in der Tat habe ich Ihnen nicht gesagt, daß...)
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      closeParagraph()
      openParagraph(fo:line-height: 150.0000%)
        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, style:font-name: Times)
        closeSpan()
      closeParagraph()
      openParagraph(fo:border-bottom: 0.05pt solid #000000, fo:border-left: 0.05pt solid #000000, fo:border-right: 0.05pt solid #000000, fo:border-top: 0.05pt solid #000000, fo:line-height: 150.0000%, fo:text-align: center)
        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 14.0000pt, style:font-name: Times)
          insertText(text: Endgültig abschließen)
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      closeParagraph()
      openParagraph(fo:line-height: 150.0000%)
        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, style:font-name: Times)
        closeSpan()
      closeParagraph()
      openParagraph(fo:line-height: 150.0000%)
        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, fo:font-style: italic, style:font-name: Times)
          insertText(text: Schauen Sie, wie dem auch sei, warum machen wir nicht )
          insertSpace()
          insertSpace()
          insertText(text: )
        closeSpan()
      closeParagraph()
      openParagraph(fo:line-height: 150.0000%)
        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, fo:font-style: italic, style:font-name: Times)
          insertText(text: folgende Sache?... /)
        closeSpan()
      closeParagraph()
      openParagraph(fo:line-height: 150.0000%)
        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, fo:font-style: italic, style:font-name: Times)
        closeSpan()
      closeParagraph()
      openParagraph(fo:line-height: 150.0000%)
        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, fo:font-style: italic, style:font-name: Times)
          insertText(text: Glauben Sie, daß ich versuchen kann, Sie erneut zu überzeugen, Herr X?)
        closeSpan()
      closeParagraph()
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        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 12.0000pt, style:font-name: Times)
          insertText(text:  )
        closeSpan()
      closeParagraph()
      openParagraph(fo:line-height: 150.0000%)
        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 11.0000pt, style:font-name: Times)
          insertText(text: Ziele: )
          insertSpace()
          insertSpace()
          insertSpace()
          insertSpace()
          insertSpace()
          insertText(text: )
        closeSpan()
      closeParagraph()
      openParagraph()
        openSpan(fo:background-color: transparent, fo:color: #000000, fo:font-size: 20.0000pt, style:font-name: Times)
        closeSpan()
      closeParagraph()
    closeSection()
  closePageSpan()
endDocument()
