Starting Conversation
What is one thing you can say to start a conversation with someone?
Hi!
Hello!
How are you?
True or False:
Is it okay to cut a customer off who is talking too much and say you are talking too much, and I need to go.
Yes or No
No.
What should we do or say?
Is there anything else I can help you with?
True or False:
Cutting someone off is an appropriate way to end a conversation.
False.
-Always interject with an apology of some sort and then ask them if there's any other questions they had before you guys end the call
When I give conversational cues it shows the customer that:
a) am paying attention
b) am trying to figure out what's in their teeth
c) don't care what they're saying
a) am paying attention
Common Conversational Cues
- I see what you mean
-I hear what you're saying
- I understand what you mean
Shorter Cues
- Mmmm
- Wow - Okay - Right
Johnny: "This weekend, it snowed so I went sledding!"
Ask Johnny a QUESTION to keep the conversation going.
Examples:
"Where did you go sledding?"
"Did you have fun?"
"Was it cold out?"
DAILY DOUBLE!!!!
According to the video about connecting with others, Why is it important to start conversation with others?
To meet new people, to get to know others, to make friends, to get to know other walks of life
Daily Double
Give an example of an inappropriate way to take control of a call when the customer is overly talkative?
Examples:
- Talking over them
- Changing the subject
- Disregarding what they said
Give an example of an appropriate way to end a conversation.
Examples:
See you later, talk to you later, bye
What can I do to show my instructor I am listening when he or she is talking?
a) go on my laptop
b) look at my instructor
c) talk to other students
b) look at my instructor
Davonte: "My family is going to Haiti for Spring Break."
Make a COMMENT or ask a QUESTION to keep the conversation going.
Examples:
"I've never been to Haiti."
"I am going to New York City for a day during Spring Break."
"What is Haiti like?"
"Have you ever been there before?"
Give an example of a way you could start a conversation with someone you have never met
Examples:
Hi, my name is '____', how are you?
If you want to sound conversational during your call introduction what can you say other than, "how are you doing today?"
-Are you having a good day so far?
- Are you having an awesome day so far?
- How are you feeling today?
- How's everything with you today?
- How is your day going so far?
If you are in a conversation with someone and begin to have a computer or internet issue, how can you keep the conversation going while you fix the issue
Can you tell me more about what you're experiencing?
Did you do anything specific for the (past holiday)?
Ask them if they usually take supplements and what they take, or ask them if they know how they work
Why is it important that we take turns in conversation?
So everyone gets a chance to talk.
Mia: "My grandmother is sick."
Make a COMMENT to keep the conversation going.
Examples:
"I'm sorry to hear that."
"I hope she gets better soon!"
"Aww, poor thing."
If the session is talking about math, should you share about the movie you saw this weekend? Why or why not?
No.
It is not on topic.
True or False: It's okay to politely interrupt a very talkative customer in order to help the sell progress
True.
There are some people that will go on forever if you let them. It's better to "Interject" the conversation to maintain control of the call as long as you make it clear that you don't mean to be rude. It's okay to talk about the, "elephant in the room"
- Well I wish I didn't have to go, but it's been great speaking with you
- I don't mean to interject I just needed to confirm this information with you so we can get started
- Forgive me for interjecting, but I wanted to make sure I give you all the information you'll need
DAILY DOUBLE!!!!
Imagine you are in a conversation, The customer is going on and on, How can you end the conversation?
Interjections
Well, It looks like we're all set, and if you have no other questions I want to thank you for joining the Buygoods family
-Wow! time is really flying let me go ahead and finish helping you with your order
DAILY DOUBLE!!!!
If you're giving a testimonial to a customer what should your story be based on?
a) Whatever I make up at that moment
b) The story I used in my last call
c) A story based on what the customer is concerned with and wants to resolve
c) A story based on the what the customer is concerned about
If the only reason the customer is trying to buy Karessentials for rough skin on their feet, your story should be about another customer who was able to clear the skin on their feet with this product, not a story about discoloration of the toe nail
Eduardo: "Last night, we ordered pizza from my favorite restaurant."
Ask Eduardo a QUESTION to keep the conversation going.
Examples:
"Where did you order it from?"
"What kind of pizza did you get?"
"Was there any left over?"
Imagine you're speaking to a customer and you don't have their name in the system. How can you start the conversation with them?
Hi, my name is ______.
May I have your name as well to address you properly?
May I have your name please?
You're mentions a hobby or something else you enjoy and it sparks a conversation. Give an example of how you could gain control of this conversation so you can continue your sell
-Opps looks like we got a little bit sidetracked, before I forget can you verify your email?
-It's so nice that we like the same thing, now I have to try my best to concentrate so I can help you with your purchase, can you verify your email?
- That's awesome, i'll have to ask you some more questions in a little bit here, but just to make sure I get this complete for you, can you verify your email address for me
True or False:
You can end a conversation by saying, "This is boring. I have to go." T or F
False. What are some great ways to end the conversation in order to make them want to purchase again?
- I look forward to hearing about your success in using this product
- It's been a pleasure speaking with you, I look forward to hearing from you soon about this worked for you
- I appreciate you taking the time to speak with me today and for becoming part of the BuyGoods Family.
If someone says something to you during conversation, but you can't hear what they said, what can you say?
Always tell them exactly why you can't hear them. Never just say i'm sorry I didn't get that or I didn't hear you.
- Your phone is muffled can you try and adjust it and so I can make sure I hear you
- There's actually an echo on my end, do you have me on speaker phone by chance?
- I'm sorry the background noise is making it so I can't hear you is there anyway you could mute the volume or go into a quieter room?
-I'm sorry I didn't get that your phone seems to be going in and out
- I'm sorry the phone actually sounds like it's really far away and I can barely hear you, can you get closer to the phone or maybe turn your volume up?
- Can you spell that phonetically for me like A as an Apple B as in Boy
- Does your card have a middle name or Middle Initial? is that Haime with an H? Oh it's Hame with a J? Can you spell that phonetically for me (Some cultures pernounce the name JAMES as HAME because in their native language the J makes the H sound)
Lily: "I don't feel well today."
Make a COMMENT or asking a QUESTION to keep the conversation going.
Examples:
"Sorry to hear that."
"I hope you feel better soon."
"Oh no, that's no fun,"