From http://www.personal-growth-with-corinne-edwards.com/sales-105-complaints/
- These are the people who have become difficult because they think they have been wronged in some way.
- These people are our obligation because we represent the source of their problem.
- One of the first principles taught was to immediately express extreme sorrow for the inconvenience.
- You are absolutely forbidden to say "Yes, but...".
- Hear the customer out fully. Do not interrupt. Let them rant and rave until they were done. This was based on the premise that half the job was solved when they felt they were fully heard. Only murmurs of sorrow about the problem were to be interjected here and there.
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