1. Greet customers with energy
2. Repeat their name
3. Encourage them to share their story
4. Ask clarifying questions to determine the real need, and uncover what wasn't said that should have.
5. Thank you
Bonus tip #6. Follow-up!
Read more of Phil’s post here...
My thoughts:
#4 is a good one. When I was a real estate agent, I often encountered buyers who told me they wanted one thing, but come to find out what they actually needed was totally different. So asking many questions helps you get a better idea of what the needs are, rather than the “wants“.
Also, sometimes it’s good to repeat back what a customer says to you so that you communicate that you understand what their needs are. After hearing you say it, they realize that they’ve said it all wrong.
Have any thoughts on this? Join in on the conversation ;)
Hi Maria
I see you're a fan of Phil's as well. Not only does he have much broad wisdom to shre but the WAY he shares is so inclusive you can't help but like thew guy!
As a relationship coach, there are many questions to be aksed as all too often what people think they want turns out to be quite different. You only find that out by engaging with them with the best listening skills you can summon and some carefully chosen questions in response to the listening.
Excellent points
And may I say that as a new subscriber i'm enjoying your posts?
Posted by: Chris Owen | October 9, 2006 2:11 AM | Permalink to Comment