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Remember in the last section when I mentioned your dad
telling you to keep your mouth shut? We're gonna have a go
at this because it is the key to listening and understanding customer
expectations.
If you have trouble keeping your mouth shut you will not
understand customer expectations and you will lose sales and future
relations and referrals.
Unless you are challenged by the IT department to a 'big
stupid brain' contest then keep the gory details of your products in
clear simple language. Say whole words instead of acronyms. For
the most part, the ONLY time you can use an acronym in the presence of a
customer is if you hear the customer use the acronym first.
Nothing annoys a customer more than an arrogant know it all
that is too stupid to talk in understandable human speak. Trust
me, almost nobody cares about how much gobbledegook you can spew out
uninvited and to an un-listening audience.
Recognize body language and act appropriate. Customer
start to fidget or glaze over in the middle of your speech about some
excruciating details you are spouting on and on about? Shut up.
Nobody cares.
As soon as the eyes glaze over, you've lost them.
Don't start over or try to explain in a different way. Shut up and
LISTEN.
Learn the difference between hover and smother. This
can be one of the hardest skills to learn. If you want to grow, learn to
shut up and let the customer talk. If you let them, they will tell
you everything about their long term plans and the whole time you should
be making notes and indicating how soon they will be buying this that
and the other.
Give you MORE, Why
Sure!
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