& Customer advisory Page 21
Only those who are constantly working on themselves can improve their ability
to deal with customers and can learn new things. With the following questions
one can test to what extent he/she already possesses the necessary communication
skills as a service technician.
- How clear do I make
things during a conversation with the customer ?
- Do I have good examples ?
- Can I make good comparisons ?
- Can I make the customer the cost-benefit relationship clear ?
- Do I describe and explain things in a way that the customer easily understands
- Presentation and counselling
- How do I present the products during a customer advisory conversation ?
- Can I explain processes and functions using real objects ?
- Do I work with the PC ?
- Is the use of the Internet possible (e.g. for visiting the virtual product
exhibitions of wholesale companies) ?
- Do I work with presentation foils ?
- Do I have the latest models and prices in my product catalogue ?
- Motivation and tension
- Do I have the ability to positively surprise the customer during the advisory
- Do I manage to generate a feeling of curiosity and excitement with the customer
during the advisory process ?
- Am I capable to reduce a tense atmosphere again ?
- Can I hold a relaxed conversation that reduces tensions ?
- Am I capable to overplay moments with polite friendliness where the customer
gets into a stress situation ?
- Do I follow my objectives in a sales talk or do I tend to talk about other
things and neglect my conversation goals ?
- Meaningfulness and power
of the language
- How convincingly can I speak ?
- Can I intensify my language so that the customer understands the contents
of my statements better as well as understands me acoustically better ?
- Do I repeat my statements or explanations in a way that it does not appear
- Can I emphasise with my voice certain contents I would like to stress ?
- Can I interrupt my own explanations if the customer wants to ask a question
- Ability to assert oneself
- Can I speak with the customer in a way that he will be convinced by my arguments
and will start to trust me ?
- Can I listen quietly and eliminate the counter-arguments of the customer
without offending him or upsetting him (see customer complaint case) ?
- Can I use arguments that speak for the own company without putting the competition
in a bad light ?