Customer Service Training TIps

Ask question, then stop

A common blunder when trying to influence others is talking too much. This is particularly true after asking a question. For example, a sales representative might “close” by asking, “What do you think?” At this point the rep needs to REMAIN SILENT. The silence may be awkward, but it’s critical to wait while the other person makes that buying decision. More often than not, by remaining silent you’ll receive an affirmative answer. When it comes to influencing others, silence really is golden.

 Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   For more tips, training tools or to inquire about engaging Jeff for your team visit


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