06.02.07
Listening Skills and Upset Clients.
Active listening is very important in sales. I have seen many people who had to say “good bye” to sales profession. Situation is always more critical when you are handling an upset client. Even many market giants have some flaws in this department. I have read on different “consumer review”, “consumer reviews”, “product reviews”,” write a complaint”, and “write a review” sites where customers are annoyed with customer support . In most cases representatives didn’t able to figure out the actual problem. rnAn online venture can enhance after sales capabilities if they have skilled staff for customer support. Training customer support or call center staff is just like training police or army when they would have to deal with negotiators . Active listening makes you able to find our problems and you can assess many things like “what is behavior of your client?” Is he happy or not ? rnDoes client has price issue? or there are delivery problems . More often active listeners solve problems and make upset clients happy. rn Ineffective listening can lead you to some awkward situation where you won’t be able to assess that what your client needs? Is it included in the training of selling skills that how to ask questions or how to give your suggestions. I think a smart representative can boost up any company’s sales. It is easy to attract customers but most difficult job is to satisfy upset clients. I have read a review about UPS (Delivery system) where a customer had lost an original passport. That upset client was annoyed more with customer support as compared to company itself . rn