Last week we highlighted key topics to consider when you want to find Personal Connection Points with the customer. Today, we’ll cover some key questions to ask to uncover information about today’s situation that you can use to establish a rapport with the customer. This is Part 2 – Topics that create these connections About The Now:
About The Now
Whether you’re dealing with a new customer or an existing customer coming in upset, you can connect with the customer about what is going on today, right now. Noted below are 3 categories of connection points that are more about today’s situation.
Environment – What’s the weather like outside? Is the building pretty, clean, bright, or easy to navigate? Are they using a mobile device or tablet or computer, and is that what you are using or could be using, as well?
Situation – Have you had other customers who’ve dealt with the situation they’re describing? Have you personally dealt with a similar situation? Are there lessons learned in those situations that you can share with them to paint a picture of next steps or final resolutions?
Goals – If you understand their goals, is there some way you can relate to their goals? Do you understand why they want what they want? I’m not asking do you agree with their goals; I’m just asking if you can understand and appreciate why they are seeking a particular solution?
Just like we noted in the Part 1 Tip last week, you could ask some of these questions, but it’s just as important to listen closely to what they convey, learning the specifics of what they share, so you can use that information to connect with them, to build rapport.
Find some Situational Connection Points.