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Mà có thể giúp bạn ở tất cả? Bạn thấy, thực tế là bạn thừa nhận nhân viên lễ tân cưỡng ép và trợ lý dưới sẽ phân biệt bạn từ những người gọi khác đối xử với họ như một PBX. Nó chỉ mất một vài giây để được hỗ trợ, và hỗ trợ luôn được hoan nghênh, không giống như tâng bốc. | Listening Through the Words 109 you are Believe me your customer knows and votes with his or her dollars. Personality Style Listening In your first call listen for the customer s personality style. This is called strategic listening in which you pass from casual listening in its intensity and purpose to a deeper level. You have only two to three seconds in effective conversation time to react and choose a strategy suitable to a personality type and you must be very quick in your choice of response. The information you gain from this type of listening will determine what you choose to say or do next. You can blow the deal if you try to close when the customer has in some way indicated that the best choice is to ask for an appointment for a later conversation. K These customers come off as calm and friendly. When you read the tones your strategy might be to say something supportive instead of probing. Listen for hesitation or uncertainty. Since these customers aren t comfortable saying no outright you must listen for more subtle cues. Ks know that they often get taken advantage of so as they become more business savvy they also become more cautious. This caution is reflected in their slow and deliberate decision-making style. Words that Ks might use are Teamwork Careful Unhurried Collaboration Considering Referrals P These customers tend to sound monotone and speak more slowly pause often and hide their emotions. So you must avoid interrupting even if their answers are maddeningly slow. You need to pause more frequently to allow them to give you something to work with. Listen to the P s carefully chosen words. Concentrate on the detail clues they are providing you in the call. You will hear Ps say words such as 110 Selling to Anyone Over the Phone Cautious Proven Results Benchmark Detailed Statistics E These customers sound more emotional and hurried whether the situation warrants that response or not. They interrupt and are generally talkative and opinionated. You .
