Memory Rate Objections: Soft SkillsVersion en ligne Rate Objections: Soft Skills Memory Game par Danielle Wilkes To manage difficult conversations, you must... Soft skills help you to... A customer continually interrupts you. You wait then assure the customer you can meet their needs and redirect the conversation toward a solution. You ask questions to understand the issue when a customer says they're paying for a terminal that doesn't work. Example of Active Listening Example of NOT Actively Listening The customer is talking about their daughter's wedding and the costs of the dress and caterer. You do not respond to any of their personal comments. Example of Creating a Connection You are online shopping while on a call with a customer. A customer is continually interrupting. You wait so long after the customer has finished speaking to respond that they ask if you're still there. Example of NOT Taking Ownership A merchant has multiple increases on their account. You do not clarify which increases the customer would like to address before offering a solution. You assure an upset customer that you understand and proactively address questions you think they may have as you discuss their rates. A merchant's business is in your hometown. You tell the merchant you are from there and ask if they've always lived there/moved/etc. Stay present, attentive, and engaged during difficult conversations so that you can achieve the results the customer is looking for. Listen, clarify, empathize, take ownership, and connect with the customer. You minimize your team chat threads and email while on a call. Example of Taking Ownership Example of Empathizing Example of NOT Communicating Clearly A customer is crying on the call due to the addition of a PCI fee. You respond by telling the customer they need to take an SAQ to remove the fee. Example of NOT Empathizing Example of NOT Creating a Connection Example of Communicating Clearly
Créer jeu