Memory Rate Objections: Soft Skills (D)Version en ligne Rate Objections: Soft Skills Memory Game par Danielle Wilkes Example of NOT Empathizing Stay present, attentive, and engaged during difficult conversations so that you can achieve the results the customer is looking for. You are online shopping while on a call with a customer. To manage difficult conversations, you must... Example of Taking Ownership 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. 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. You ask questions to understand the issue when a customer says they're paying for a terminal that doesn't work. Example of Creating a Connection Listen, clarify, empathize, take ownership, and connect with the customer. Example of Communicating Clearly 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 customer continually interrupts you. You wait then assure the customer you can meet their needs and redirect the conversation toward a solution. You minimize your team chat threads and email while on a call. Soft skills help you to... Example of NOT Communicating Clearly 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 Active Listening Example of Empathizing 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 NOT Creating a Connection Example of NOT Taking Ownership
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