Perhaps the most powerful way to influence others lies not with the way we speak - but with the way we listen. Customers will buy from people who truly understand their needs. A simple technique to help you become a better listener is the echo technique. After the customer makes a statement, you repeat their last few words in the form of a question. For example, a travel agent customer says, "I want to go someplace hot." Responding with, "Someplace hot?" encourages the customer to elaborate so you can make a more appropriate recommendation.
Today's Chuckle:
How much deeper would the ocean be without sponges?
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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