The imperative side to Customer Service in Biz

Process: Customers will always have questions, it’s important to remember how to build, develop and close a sale.

There are two different types of questions during a sales process, one is a closed and the other is an open question.

Closed question: These questions usually have a yes or no answer. They are useful to receive limited response or information.

Examples:
• Do you want this one?
• Do you wish to purchase this item?
• Sure, was it gold?
• Do you like this style?

Open question: usually guarantees a more detailed response or answer.

These questions begin with how, when, where, why, who or which? When you wish to find out the interests of the customer or certain information such as what kind of jewellery are they looking for or are they currently looking to expand their jewellery box, open questions are far more effective to use.

Examples:
• How was that other product you purchased?
• So what kind of jewellery were you looking for?
• We have a very extensive range of jewellery, what type interests you?

Use our E A S Y plan to help make listening easier.

Expressions: make eye contact with the person, don’t look at their clothing, look at them directly, and smile!

Agree: Nod and positive facial language and gestures.

Stay: Listen; don’t get distracted by things around you, concentrate.

Yes: Sum up what the person has said; ask questions if appropriate, this shows that you understood them.

The above (E A S Y PLAN) is also called actively listening.

The right way: Never fold your arms. This is negative communication. People may perceive this as you being defensive or guarded. They may think your hiding something.

Non-verbal communication: So we have talked about using expressions and your voice but now what about using symbols or your body to express a certain mood e.g. happiness.

Visual Symbols: This is communication; it is an image or logo, which represents something.

E.g. a symbol or logo for a product brand i.e. company logo, which appears on catalogues, and all company documents. It represents the quality and unique-ness of our products, it also represents that we are devoted to quality and colour, this message was conveyed in our logo to represent the differences our company have and to represent to people the meaning, passion and drive we have in support of our company.

Body language: Using your body and movement to express a certain mood or feeling. This is important to be aware of when dealing with all people. Customers will respond positively to positive communication.

The aspects of body language:

1. Personal space: Everyone has their own personal space where they feel comfortable. This is why you should never invade another person’s space. Never stand too far away from a customer as this may give the impression that you dislike them or don’t enjoy their company and never stand too close as this may make the person feel uncomfortable. If you relax and are friendly, your communication will come out positive.

2. Facial expressions: We can easily tell what messages of this type mean for example a smile can mean a lot to a customer, what does it mean to you? This shows that the person loves or cares about their job and enjoys your company, see what one smile can do for your company & perception!

Example: A customer wishes to return a product; they received the wrong style or colour. For this example we will suggest a customer has ordered a red handbag however, received a blue handbag instead. What would the facial expression be from your side, as a consultant responding or listening to the customer? .....(your answer)

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Answer: (answer above before looking here)

The communication that should not be used includes humour, poor listening, and lack of concentration, slouching and product war.


- Training Session by MJ, Coypright of Michelle Anderson 2009.
For permission to use, please contact me prior.