Customer Service Training TIps

Elevate Trust with Three Little Words “It sounds like…”

Elevate Trust with Three Little Words

One characteristic that separates amateur salespeople from professionals is that the pros talk less and listen more. Enlightened influencers recognize that the most important thing we have to sell is trust. An essential step in earning that trust is to prove that you understand the potential customer’s needs. Tip: a simple phrase to allow you to do all this is to say, “It sounds like…” Saying these three words forces you to paraphrase your understanding of your customer’s needs before you talk about whatever it is that you have to sell. Big impact for three little words.

Today’s chuckle:

Help wanted: Psychic. You know where to apply.

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Jeff Mowatt is a customer service strategist, award-winning speaker, and bestselling author.   To inquire about engaging Jeff for your team visit


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