Sales Methodology
When can we use the aggressive approach in customer service?
When a custumer wants to leave or stop having the service or product we offer.
What was the example for timeliness?
Callbacks
What are some characteristics of a complaining customer?
They're always sharing dissatisfaction regarding the service and time of waiting, is not clear on their requirements or expectations, tends to drop business.
What are some characteristics of a physical barrier?
Work environments, background noise, and communication channel issues, etc.
How would you treat an amiable customer?
Be friendly, build rapport and highlight the ease of transition your service will provide.
How is the program that you use to access the clients' database?
CRM
What are some characteristics of a shy customer?
Client with introverted and insecure body language, finds it difficult to express himself clearly and does not question anything about the service.
What are some characteristics of a physiological barrier?
Limitations of the human body and the human mind (memory, attention, and perception).
How would you treat an analytical customer?
Being logic, accurate and showing product knowledge.
What are some instances where you would use the adaptability skill?
Customer demands, possible technical issues, switching to other channels, etc.
What are some characteristics of an objective customer?
Communicates easily, do not expect special treatment, just want the request to be attended correctly according to established standards.
What are some characteristics of a verbal/semantic barrier?
Strong accents, which may make understanding difficult, and messages don’t get clearly communicated across.
Analytical buyers, amiable buyers, driver buyers and expressive buyers.
What does the willingness to go the extra mile ensure?
Long-term brand loyalty.
What are the characteristics of an aggressive customer?
Argues easily, has a offensive attitude, shows his dissatisfaction with a service, moves around his hands and raise his voice a lot, use inappropriate words to stand up.
What are some characteristics of an interpersonal barrier?
Emotional or psychological barriers such as anger, pride, and social anxiety.
Tell us the 5 tips for active listening in sales methodology:
Don't oversell, focus on paying attention, write things down, recap and ask good follow-up questions.
What are the 10 customer service skills agents should master?
Patience, Timeliness, Clear communication, Empathy, Knowledge about products and services, Positive attitude, Attentive listening, Organization, Adaptability and Willingness to go the extra mile.
What are the characteristics of an abusive customer?
Seeks to impose his opinion, take advantage so that his request is covered with special treatment.
Name all of the communication barriers:
Physical, geographical, cultural, linguistic, generational, hierarchical, and emotional barriers.