By gaining experience in your profession, and perhaps having followed training for this, you can call yourself an advisor. And with that knowledge you can offer customers the most optimal recommendation. Let's hope that customers will also listen to your advice...
The question is with what expectations and prior knowledge a customer comes to the store. No advisor, no matter how good at his job, knows this in advance. So don't let your own knowledge get in the way and ask questions, questions and more questions.
Asking questions not only gives you insight into the customer's wishes, but also gives you the opportunity to guide the conversation. Moreover, it puts your customer at ease. Want to know how to ask the best questions? I'll give you five tips:
- Always keep the purpose of the question in mind. And that does not always have to be about the best service. Also feel free to ask personal questions to get to know each other better. It results in better cooperation. Then move on to questions about the problem the customer came to the store for.
- Take your time. Some people think while talking, while others first think about the answer and then give it. So it is not a problem at all if there is silence.
- Be sincere. Look people in the eye and don't ask questions 'because you have to'. Customers can sense exactly whether someone shows genuine interest or completes a series of questions.
- At the end, test whether the questions asked have led to the correct solution. So ask questions: 'So you are looking for an installation with which you can listen to your favorite music?'
- Ask some questions. A common mistake is when people pile on questions. For example, sometimes as many as five questions are asked in one sentence. Where the first question is often the best, and the customer answers the last.
These are just five tips for asking questions. If you want to know more, you can always ask me. [email protected]
The art of listening
A good conversation doesn't start with talking, but with listening. Too many advisors immediately pour their knowledge over the client without first gauging what is really going on. Active listening means focusing fully on what the other person is saying, asking follow-up questions about what you hear, and only then formulating your advice. That sounds simple, but in practice, it is a skill that requires conscious practice.
An effective technique is asking open questions. Instead of asking, “Do you want product A or B?” ask, “What is most important to you in this choice?” By doing so, you give the customer space to express their true needs, and you gain the information you need to provide the best advice.
Building trust in every conversation
Customers don't just buy a product or service; they buy trust. And you build trust by showing that you understand the customer. Regularly summarize what you have heard, check if you have understood correctly, and show genuine interest in the customer's situation. People feel the difference between an advisor who truly listens and someone who just waits until they can talk again.
In addition, it helps to be honest, even if that means advising a customer not to buy something. That honesty always pays off in the long run in loyalty and word-of-mouth advertising. The best salespeople are those who put the customer's interests first.
Do you want to take your conversational skills to the next level? At Kenneth Smit, we help professionals become stronger in client conversations. Our Effective Communication training offers practical tools that you can immediately apply in your daily conversations with clients and colleagues.