Getting Faster results by Slowing Down

Effective Customer Communication

A common mistake that experienced employees make with customers is abbreviating the conversation. Typically, they listen to the customer then make a recommendation. That process skips two vital steps: First, after listening, you need to prove to the customer that you understand by repeating and paraphrasing, “Let me make sure I understand you…” Then, before recommending, ask if the customer wants to hear what you’re recommending, “Would you like to hear an option to solve your problem?” Adding these two short steps lengthens the conversation – but boosts buying behavior. Time well spent.

Today’s chuckle:

If love is blind, why is lingerie so popular?

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Jeff Mowatt is a customer service speaker, customer service training professional, award-winning speaker, and best-selling author.