Listening might be an unassertive procedure; however, it likewise prompts active development for your business. An ongoing report by Salesforce found that most of the customers needed to repeat themselves while associating with a salesman and attempting to get help.
At the point when a client comes to you with some kind of an issue, your duty as a customer service person is to come to the heart of the matter of their issue.
You can do that by making inquiries, listening and attempting to comprehend their necessities. Here are some tips on how to improve your sales personnel listening skills in order to know what your customer wants:
- Eye contact: Look the client in the eye when he/she is talking. It makes the client feel heard and that is vital. Avoid looking into his transactions the customer has made until she is done. Keep your attention and eyes on the client.
- Ask question: The most ideal approach to make somebody feel heard is to ask question about what he/she has said. The same way, in a class when the students ask questions and queries from the teacher he/she understands that the class listened to him and could decipher his lecture.
- Be compassionate: Every word from a salesperson matters. The very first answer your side ought to be, “We are extremely sorry for the inconvenience caused. We will try our best to solve your issue. How may I help you?” It isn’t in every case how quick you understand the client’s issue. But how you settle the issue – listening and compassion – has a great deal to do with the consumer’s satisfaction with your answer.
- Don’t jump to a conclusion: Time and again salesperson will hop to react to what a customer is about to say or tell. Don’t predict, listen to their problem patiently. The problem faced by one customer may not be same as the ones you have heard in the past.
- Think like a customer: Think from a customer’s point of view. A salesperson must put themselves in the customer’s shoe issue or need and respond.
Trust factor: Fixing customer issue is only half the job done by the salesperson. The customer trusted you or your store to make the first purchase, and now it’s not working. He/she feels cheated. The sales representative has to rework to build it again to gain the customer’s trust.