Understanding the Customer using active listening with focus on customer service
Download as PPTX, PDF1 like283 views
This document provides tips for salespeople on understanding different types of customers and how to effectively handle sales interactions. It discusses the importance of active listening and not taking difficult customer behavior personally. Various customer types are outlined, such as talkative, angry, know-it-all, indecisive, and suspicious customers, along with strategies for addressing each type such as asking closed questions, proposing action plans, acknowledging their expertise, and establishing credibility. The document also advises salespeople on how to properly solve customer problems by listening without interruption, expressing sympathy, and following up to ensure satisfaction.
Understanding the Customer using active listening with focus on customer service
- 1. Sales Training Understanding the Customer -Neha Ghorad
- 2. CUSTOMER
- 6. Dealing with difficult behavior Label the behavior, not the customer Listen Don’t get defensive Don’t take it personally Find out what the customer wants Discuss alternatives Take responsibilities for what you CAN do Agree on Action (and then do it)
- 8. The talkative customer • Ask closed questions • Limit the time available for them to interrupt (don’t have long pauses) • Provide minimal response • Smile and be pleasant (But don’t encourage them) • Wind up – thank them for coming, walk them to door (don’t be rude or dismissive)
- 9. The angry customer • Listen carefully without interrupting • (so you understand the problem) • Empathise • Stay calm and remain polite • Don’t escalate the problem • Don’t take it personally, blame others or be defensive • Propose an action plan and follow it • Seek support if you are scared, (if you can’t agree on a solution or if the customer asks to see “whoever’s in charge)
- 10. The know-it-all customer • Acknowledge what they say • Compliment them on their research • Be generous with praise • Don’t put them in their place no matter how tempting • Don’t try to be smart – you cant win! • Ask them questions ( use them to improve your knowledge)
- 11. The indecisive customer • Find out what they really want • Ask them for options • Reflect • Assume control gently • Point out best course of action • Be logical • Confirm a plan of action with them • Put in writing
- 12. The suspicious customer • Establish your credibility • Ensure you know the product or service • They will try to catch you so don’t guess or tell them something you are not sure of • Be careful what you say • Be polite • Don’t take it personally, they dot trust anyone!
- 14. When you listen to customer problem you tend to solve the problem • Customer service professionals • Listen without interruption and full attention • Behave(without aggression and without arguing) • Don’t give excuses for problems • Thank customer for drawing their attention to it • Help in solving the problem • Express sympathy and full understanding
- 15. Customer service problems Ask necessary questions to get complete information and access situation Find out what customer needs you to do for them Explain first what you can do and then explain what you cannot do Discuss in detail all opinions, then decide what needs to be done Undertake immediate what was discussed Check the result to make sure the customer is completely satisfie