Challenge What’s a simple way to keep testing value rather than guessing? And to show the customer that you are indeed focused on value to them? Solution Video: 2 m 19 s Actions Just get this one going! Start asking ‘would it be useful if..’ to people other than your customers. Build the mindset and …
Challenge How do you transition from building rapport into the main part of your conversation (whilst still building rapport)? Simple. Start with this… Solution Video: 2 m 57 s Actions Get crystal clear on the situational questions you should ask customers. Many of these will be related to your triage, but whatever your level of …
Challenge Customers commonly complain that people serving them don’t seek hard enough to understand their situation. Questions are so powerful when the right questions are asked in the right ways at the right times. Questions don’t just help you to gather information. They can help customers to think about their buying and service options in …
How to ask questions that improve service and build value Read More »
Challenge Sometimes there are moments of discomfort during parts of conversations. Often, we don’t want to feel like we’re being pushy, annoying or unlikeable. And we try hard to preserve our self-image of being nice, intelligent, and more likeable. But it can cause a lot of other problems that make life much harder for ourselves …
A major blindspot for many (nice and intelligent) engineers Read More »
Challenge Sometimes we ask or tell the customer to do something and there’s hesitance. Sometimes there’s reluctance on our part to address a part of a conversation because we feel awkward. This simple technique tackles both. Solution Video: 3 m 01 s Actions Just start building this one as habit by using it more often! …
Helping the customer to overcome inertia and reluctance Read More »
Challenge Other people don’t think like you do! And they don’t make decisions in the same way. So when talking to other people, your life’s work getting used to how YOU think, use logic, and decide is…problematic! (Ever wondered why on earth the person you’re talking to isn’t using (your) logic?) No. They’re using theirs. …
