In the first blog in the series discussed the importance of asking questions. In this entry, we are going to address our listening skills.
One of the biggest mistakes a sales person can make is not understanding what the customers want or needs. So here is the question for you, when your customer is answering your question, are you 100% focused on their answer? In our wonderful world of technology, how many times have you been distracted by an email, text message.
Customers of all types of services really want these things:
They want information
They want to feel included in the process
They want to see results
They want to know that you care!
There is a great book I read years ago called, "Fish". It had four key points that I still use on a daily basis when interacting with customers. They are:
Be in the moment
Make it fun
Focus on the customer
Choose your attitude
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