Customer Service Training TIps

How is the Decision Made…?

Professionals understand that when helping customers make buying decisions, they have two major goals: First – giving customers the most appropriate information. Second – getting it to the right person. Next time you’re advising a customer consider this approach, “There’s lots of information about what we do in terms of technical data, brochures, website descriptions and so on… so maybe the best thing I can do for you is help narrow it down to the information that will be the most helpful for you in making a decision. “How is the decision made about…?” Asking that question allows the customer to tell you what’s important to them, and who else is involved in the decision. In other words, it allows the customer to tell you how to sell to them.

 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


Today’s chuckle:

A wise person has something to say, a fool has to say something.


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