1. Are you fitting the customer’s unique needs or trying to prescribe them a packaged answer? Don’t immediately reach for ready-make replies. Customize every conversation.
2. How often do you respond to mundane questions with memorable answers? The best way to attract someone’s attention is to break their patterns. People notice. Besides, you’ve got nothing to lose, right? Make mundane memorable.
3. When was the last time you talked to a Customer Service Rep and got mechanically scripted answers that did not apply to your questions? It probably made you feel unimportant, right? Right. Don’t do that to your customers. Roboticism doesn’t work.
4. What questions must you have answered by the time the meeting is over? Great to ask customers up front as a measure of accountability. Questions are bridges.
5. Have you answered the questions they are likely to ask? Brainstorm a list of Top Ten Questions My Customers are Most Likely to Ask. Then write three potential answers for each one. Storehouse your thoughts.
6. What will you say if the customer asks a question you can’t answer? Be willing to say you don’t know. That you’ll find out. That you’ll think about it and get back to them within 24 hours. Sure beats faking it to preserve your ego. Practice positive ignorance.