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Documents show tactics

Trump Univ. files unsealed

SAN DIEGO — Trump University gave employees detailed instructions on how to entice people to enroll in its real estate seminars, from targeting people making at least $90,000 a year and choosing words of flattery that are most persuasive to picking music for the gatherings — The O’Jays’ “For the Love of Money.”

The “playbooks” for the now-defunct business owned by Donald Trump, the presumptive Republican nominee for president, were unsealed Tuesday in a class-action lawsuit by customers who say they were defrauded. Last Friday, a judge who has earned Trump’s scorn sided with attorneys for The Washington Post who argued that the public had a right to know what was previously confidential.

The documents outline how employees should guide customers through “the roller coaster of emotions” once they have expressed interest.

“The motivation that they experienced can die quickly as the realities of their daily lives take over. It is our job to rekindle that motivation ... to make them once again see the potential of achieving their dream,” according to a “sales playbook.”

A 2009 playbook quotes a Yale University study that found the most persuasive words in the English language are: you, new, money, easy, discovery, free, results, health, save, proven, guarantee and love.

“They share three characteristics: they are simple, familiar and dramatic.”

Trump University offered a three-day seminar for $1,495, using it as a springboard to sell more expensive “Trump Elite” packages for up to $34,995 a year.

Trump University is the target of two lawsuits in San Diego and one in New York that accuse the business of fleecing students with unfulfilled promises to teach secrets of success in real estate. Plaintiffs contend that Trump University gave seminars and classes across the country that were like infomercials, constantly pressuring customers to buy more and, in the end, failing to deliver.

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