'We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better.' - Jeff Bezos, Amazon.com head To be successful in most situations, be it business, work or play, you need to have good communication skills. Being successful also means talking, listening and communicating your needs and wants. In business, customers mean business. If you want to sell a product or promote an idea, you need customers. Therefore, customer contact is crucial, and communication is key to your success. Communication also means professionalism. Like your attitude and appearance, the way in which you communicate, as well as ask and answer questions, should be a reflection of your consistent professionalism. Of equal importance is understanding your customers' background and personality. Asking questions is important in most situations. The purpose of questions in business is to find out more about your customer, their concerns or about the product you want to sell them. Every question should be designed to gain information that will be helpful to them and in closing the sale. How to ask customers questions 1. Preparation - always come prepared and ask questions you know can be answered. Example: 'Excuse me, Sir, would you like to see some other shirts? Would you prefer another colour, size, style? Our latest range is just over here.' 2. Purpose - make sure you have a purpose in mind when you ask a question. Make sure that the question is direct and straight to the point. Example: 'This computer comes with support software. Is it for home use or professional use?' 3. Clarity - ask questions that are clear and concise Example: Would you like to know about our latest offers?' 4. Tone - use a conversational tone when asking and answering questions. Example: 'Sure. Would you like me to ask the chef what meals he can provide for vegetarians?' 5. Time - allow time for the customer to fully listen to and answer the question. Example: 'Are you ready? Not yet? Ok, I'll just come back in a few minutes.' 6. Listen - make sure you listen to their answers and how they are given. Often people will use non-verbal gestures or body language to communicate their response. Example: 'So, you like this brand but not the style of the monitor. Just have a look at our range here. Take your time. I'll be over here if you need any help.' 7. Be positive - I'm sure most of you have heard the saying, 'The customer is always right'. Do not contradict your customers' answers, regardless of how wrong they may be. Instead of saying 'You are wrong' think of how you can say it in a positive way. Example: 'I see your point. But consider the money you can save in the long run with this new, power-efficient model!' Things to avoid Never embarrass the customer. Avoid interrupting or putting words in your customer's mouth or coming across as pushy and overbearing - know when to back off. Give them time to think and let them say what they want first. Consider their age, experience, needs and wants, too. Don't bully them into a corner or get them defensive. Instead, listen to them and try to respond to their request intelligently. Also listening to your customer's needs will make them feel they are being heard and are being treated with respect. Match the situation with the best answer 1. The customer is looking at a menu. 2. The customer has still not decided what they would like to eat. 3. The customer does not like the camera you have shown them. a. That's ok, I'll just come back in a few minutes b. There is this model here. It's a bit more expensive but takes better pictures. c. Are you ready to order? Answers: 1c, 2a, 3b
