The Business Edge Blog

January 22, 2013

How to Engage in Conversation with Your Customers

love customers

How to Engage in Conversation with Your Customers

We know that it is important to build a relationship with our clients and customers.  People do business with people they Know, Like and Trust – the KLT factor.  People also feel better doing business with people that care about them.

Clients have asked me to help their new employees, sales people and service people learn a few new tips to break the ice and engage customers in conversation.  After our workshops I follow up and ask what new approaches worked well for them.  A few that work well for many types of businesses include:

1.  Ask a Different Question – (other than “May I help you”)

“How are you today?”, ” What brings you here today?”,  “What is on your schedule today besides this?”

Cautions:   Be prepared to participate in the conversation, not just fire question after question.  Don’t press for more if their responses are short.  You still get points for trying.

2.  Extend a Compliment –

If appropriate, comment on how cute a child looks or how well behaved they are.  Extend a compliment on something that looks attractive – purse/briefcase, phone cover, glasses, shoes.  If you are in their home, find something to compliment them on.

Caution:  Avoid coming across as someone in dating mode.  Stay professional.

3.  Use a surrounding object as an anchor –

If you notice the car they drive, ask how they enjoy owning that model of car.  If they are carrying a shopping bag from a store, ask if they enjoyed shopping there.

4.  Ask for their help or advice –

Ask if they have tried a restaurant you’re curious about.  Ask for their input on something you’re working on like determining a great spot for a vacation.

_______________________

Please share what works well in your business. I look forward to hearing from you.  You can email me at coach@thebizedge.biz or join the discussion below.

Until next time – Remember to mind your business!

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