Customer Service Training TIps

Ask for Competitor Compliments

To be valued by your customers and by your employer, it isn’t enough to merely give customers what they ask for. It doesn’t take much skill or imagination to fill an order. Your more valued role – literally, is pivoting customers toward your additional products and services. Perhaps the most common challenge is when customers say they’re happy with their current supplier of those additional products/services. That’s the time to ask for competitor compliments. Ask, “What do you like about them?” After they’ve said some positives, then ask if there’s anything they aren’t so thrilled about. The key is, once the customer compliments your competitor, then they become more comfortable telling you the truth about what’s missing. At that point, as I teach in my seminars, there are just two more questions that pivot your customer toward your other offerings. The key is start by asking for a compliment about your competition.

Today’s chuckle:

“I went to a fight the other night, and a hockey game broke out.”
Jackie Vernon

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