Communication & Selling

Part 1

Contents

Communication & Selling

August, 2009

Summary
Part 1 Communication Skills
1. Attitude 2. Active Listening 3. Using questions efficiently a. Closed questions b. Open questions 4. Types of clients a. Neutral b. Demanding c. Apprehensive d. Irate 5. Dealing with difficult customers

Part 2 Selling Skills

1. 2. 3. 4. 5.

7 Qualities of a call-center agent Overcoming Objections ABC of selling SPIN Model Types of customers

Communication & Selling

August, 2009

1. Attitude is the key to success:

YOU are the customer service agent. YOU play the most important part in the service process. YOU have the ability to control the conversation. Your attitude plays the most important part in this entire process. If you know that you can then you surely CAN. As long as you are confident in your abilities then more than half of the job is surely done. These are not just words. You will see for sure that the way you feel, you talk, and even the body gestures have an impact on the phone call or to even better put it, on the customer. When a person decides to communicate with another person, he/she does so to fulfill a need. The person wants something, feels discomfort, and/or has feelings or thoughts about something. Effective communication exists between two people when the receiver interprets and understands the senders message in the same way the sender intended it.

2. Active listening:
"We were given two ears but only one mouth, because listening is twice as hard as talking." Active or Reflective Listening is the single most useful and important listening skill. In active listening we are also genuinely interested in understanding what the other person is thinking, feeling, wanting or what the message means, and we are active in checking out our understanding before we respond with our own new message. We restate or paraphrase our understanding of their message and reflect it back to the sender for verification. This verification or feedback process is what distinguishes active listening and makes it effective. Active listening takes effort. It's more than focusing on facts, figures and ideas. Active listeners absorb what they hear, associate it with their own experiences and convert what they're picking up into meaningful information they can use in future. Here's how to become an active listener.
Pay attention to the other person's tone of voice, which is also part of the message. Nod to show your agreement with particular points. Don't let yourself be distracted by unimportant noises or interruptions.

Communication & Selling

August, 2009

Objectivity is a crucial element in effective listening. When communicating it's important to use empathy. Provide feedback, let the speaker know that you understand what's being said. Listen for total meaning: Listen both for content and also for the underlying emotions. Paraphrasing, using your own words to rephrase what the customer said. To listen actively, you should help the other person to speak, using encouraging words Finally, be careful with how you react to what the other person says Do not interrupt. Make an effort to focus on what the client is saying. Take notes as you listen and underline words Listen for wide words, key ideas Listen for tone and pace and match both to become congruent with the clients. Be careful in how and when you use jargon Always be professional Value the customer

3. Using questions effectively:

You always know the path to the end of the conversation. The only thing you have to do is make the customer see it too and walk the same line as you are. You are asking the right questions because you already have the answers.
Your questions must be clear and concise. You make a pause after every question. You may use a lot of questions, depending on the situation. You address the question in a positive manner. Ask all these questions with a friendly tone so as the customer will be sure that you are interested in finding out all the details in order to help. Do not ask the questions with a suspicious tone as if you don't believe him/her. At the point when the customer will hesitate and/or won't have an answer...YOU WILL PROVIDE THE ANSWER because you have in your hands all the answers and solutions to the phone call. If the customer asks any irrelevant questions during the call, you need to regain the control of the conversation immediately.

3.1 CLOSED QUESTIONS are useful in the following situations: As opening questions in a conversation, as it makes it easy for the other person to answer, and doesn't force them to reveal too much about themselves. - Is this Mr./Mrs. X? , Do you have a few moments to discuss your order? For testing the understanding (asking yes/no questions). - Are you familiar with what a spending limit is? , Did I mention that in addition to the refundable deposit, you're also eligible for a $25 discount from your first invoice?

Communication & Selling

August, 2009

For achieving closure of a persuasion (seeking yes to the big question). - So, is it alright if I go ahead and process the credit card that you placed on file? , Should we process this order so you can receive the phones you wanted right away? closed questions filter, qualify and seek commitment

3.2 OPEN QUESTIONS are useful in the following situations:

As follow-on from closed questions, to develop a conversation and open up someone who is rather quiet. - How was your day? , How are doing today?, How may I help you today? To find out more about a person, their wants, needs, problems, and so on. - Can you please tell me what the issue seems to be?, What type of phone are you interested in?, Why do you want to cancel this order? To get people to realize the extent of their problems (to which, of course, you have the solution) How long have you been waiting for this device? To get them to feel good about you demonstrating human concern - What else can I do to help you with this issue? broadly open questions gather information and build rapport

Rudyard Kipling said: "I keep six honest serving men/ They taught me all I knew/ Their names are WHAT and WHY and WHEN, And HOW and WHERE and WHO.."

REMEMBER:
Use your best voice. Use the members name frequently, but not to excess. Practice effective listening. Clarify when needed. State things positively. Use courteous language (please, thank you, may). Stay focused on the call (avoid chit-chat). Correctly answer questions. Use empathy when appropriate. Practice, patience. Project enthusiasm and positive energy. Show an interest in the members reason for calling. Put a smile in your voice. Use inflection to emphasize certain words. Minimize the use of acronyms and technical jargon. Concentrate on what you can do for the customer.

Communication & Selling

August, 2009

4. Types of customers
Types of clients Characteristics How we treat him
Neutral members deserve appreciation. Well try to exceed his expectations. I'm sorry you had to call in for that. Let's take a look. Be straight-forward, well not get into many details. Keep a strong, firm voice Apologize for the inconvenience. They want immediate action and solution.

Neutral

Demanding

Relaxed Has a calm tone offers information Laughs appropriately Speaks fluently, easily Responds to questions readily Threatens Self-assertive Speaks rapidly Tells you he's right Interrupts frequently Tells you the solution Tries to argue or debate

Apprehensive

Unsure Mumbles Speaks slowly Sounds nervous Fearful tone of voice Uses "Ahs" and "Uhms" Needs constant reassurance Gives confusing explanations

Needs to be told how to do things. Keep him posted all the time with what you do during the conversation. Give him a positive feedback Don't rush him He needs constant reassurance that is ok

Irate

Insults Interrupts Confronts Threatens Loud voice Fast paced speech

He wants and expects empathy I understand how you can feel that way Let's work together on finding a solution

Communication & Selling

August, 2009

5. DEALING WITH DIFIFCULT CUSTOMERS:

Your job is also to handle unhappy, irate callers. You can say it goes with the territory, it's part of your job. Understand the Source of the Anger - Realize that angry callers are not unhappy with you, just the situation. Dont take a callers hostility personally -You are the lightning rod, not the target. It's nothing personal. The callers don't even know you, they are unhappy about a problem; they are venting their anger on you but is nothing personal. No Excuses - Never make an excuse to a complaining caller. No one wants to hear: The computer is down, or Im the only one here.That is your problem, not the callers. When you give an excuse, the caller hears, Im not going to help you now.
I apologize for the inconvenience. I'm sorry you had to call in for that. Im sorry that happened. I understand how you can feel that way. Yes, I know it is frustrating when ... I can see why you're upset.

Acknowledge the caller's feelings . Apologize sincerely. Follow up with actions. Just say I am sorry it won't work

Sympathize and empathize with the caller Then get busy solving the caller's problem Most callers want sympathy almost as they want the problem solved Accept 100 percent responsibility of the call Most likely you had nothing do do with the problem. However, it is your job to accept responsibility and initiate a solution Prepare to help and be very willing to help. If the caller senses insincerity he will stay angry. Its exasperating to file a complaint with someone who obviously doesnt care.

Reintroduce yourself
-

Again, my name is... Let's see how I can help And I am talking to...

Use the callers name

-

Thank you Mrs. / Mr., let's see what happened. I'm sure we can get that fixed in no time.

Communication & Selling

August, 2009

ALWAYS USE THE 6 BES:

Be forthright, reliable and trustworthy Set realistic consumer expectations Respond directly to the customer's concern Make sure that the customer clearly understands you Empower consumers Listen to what they have to say Do your best to provide first time resolution Give people a reason to believe in Sprint Provide information that is timely and relevant Be clear and considerate Respect each member's time and interests Say thank you early and often Treat each member as you wish to be treated Sound like you believe AOL is the best and the members will believe it too! Be energetic and dynamic State everything in a positive manner Be warm and human Don't waste the member's time with unnecessary details Be a friend for someone in trouble.

Be Straightforward Be Helpful Be Inspiring Be Respectful Be Positive Be Friendly