Stick to one option
Posted: Sun Dec 22, 2024 7:05 am
Part of your strategy when planning how to deal with undecided customers should be to keep additional indecision to a minimum. What we’re basically saying is that too many options can lead to choice paralysis, so stick to one option.
This is where product knowledge comes in. If your team is knowledgeable across your entire product line, choosing what to offer should be a breeze. Once they’ve dug into their questions, they can pick the right option and stick with it. Instead of creating additional confusion by spreading the focus across multiple items, you can build enthusiasm for the product you know best meets your customer’s needs. However, if your customer isn’t convinced, choose a second option and try to get the conversation back on track.
When it comes to customer service, it’s a similar story. Reduce the amount of back and forth between solutions by focusing on one path. Highlight how your suggestion will meet your customer’s needs, and uk telegram number if you get traction in your conversation, double down on your suggestion. However, if your customer seems reluctant, come up with Plan B and see if that works better.
Avoid mixed language
In addition to keeping your offerings simple, you should also try to simplify your language. The last thing you want to do when you’re trying to figure out what your customer wants is try to explain what a technical word means. Add a weak link and you’re a loser.
Instead, keep your language simple and standard. We’re not saying your team should sound robotic, but creating a corporate tone of voice is part of a good way to deal with fickle customers. You can certainly start the conversation with a cheerful hello, but when it comes to technical details, design a tone that’s clear and understandable to everyone.
As a manager, you can track calls that go bad and identify areas for improvement. Then, add them to a shared document that serves as a focal point for all your customer interactions. Set up regular training sessions to make sure your team fully grasps the concepts laid out in your guide or cheat sheet, and watch your team’s performance begin to improve.
Add a qualifier to each negative
You can’t accept every request, whether it’s a discount from your sales team or an automatic replacement from your customer service department. But turn difficult requests into positives for you to maintain control of the conversation, which is key to how to deal with fickle customers.
Instead of ending a conversation with “no, that’s not going to work,” train your team to be ready with alternatives. If one option doesn’t work, immediately offer the next best thing. Like many things on this list, you can use CRM analytics to identify recurring situations and develop tactics to get the most out of them . Then, update your shared training guides to keep your existing team and new hires in the loop.
This is where product knowledge comes in. If your team is knowledgeable across your entire product line, choosing what to offer should be a breeze. Once they’ve dug into their questions, they can pick the right option and stick with it. Instead of creating additional confusion by spreading the focus across multiple items, you can build enthusiasm for the product you know best meets your customer’s needs. However, if your customer isn’t convinced, choose a second option and try to get the conversation back on track.
When it comes to customer service, it’s a similar story. Reduce the amount of back and forth between solutions by focusing on one path. Highlight how your suggestion will meet your customer’s needs, and uk telegram number if you get traction in your conversation, double down on your suggestion. However, if your customer seems reluctant, come up with Plan B and see if that works better.
Avoid mixed language
In addition to keeping your offerings simple, you should also try to simplify your language. The last thing you want to do when you’re trying to figure out what your customer wants is try to explain what a technical word means. Add a weak link and you’re a loser.
Instead, keep your language simple and standard. We’re not saying your team should sound robotic, but creating a corporate tone of voice is part of a good way to deal with fickle customers. You can certainly start the conversation with a cheerful hello, but when it comes to technical details, design a tone that’s clear and understandable to everyone.
As a manager, you can track calls that go bad and identify areas for improvement. Then, add them to a shared document that serves as a focal point for all your customer interactions. Set up regular training sessions to make sure your team fully grasps the concepts laid out in your guide or cheat sheet, and watch your team’s performance begin to improve.
Add a qualifier to each negative
You can’t accept every request, whether it’s a discount from your sales team or an automatic replacement from your customer service department. But turn difficult requests into positives for you to maintain control of the conversation, which is key to how to deal with fickle customers.
Instead of ending a conversation with “no, that’s not going to work,” train your team to be ready with alternatives. If one option doesn’t work, immediately offer the next best thing. Like many things on this list, you can use CRM analytics to identify recurring situations and develop tactics to get the most out of them . Then, update your shared training guides to keep your existing team and new hires in the loop.