When it comes to running a successful business, one of the most important skills you can have is knowing how to speak effectively to your customers. Maintaining strong and positive lines of communication is the key to both acquiring and retaining customers to build your brand. To get a better understanding of some techniques you can employ to further develop this skill, take a glance at the tips listed below.
Be Warm and Friendly
Make sure you demonstrate courtesy when speaking with current and potential customers and that you make yourself easy to approach. To be effective at customer acquisition, you will want to ensure you are providing your customers with a warm, welcoming environment that they feel comfortable engaging in. Keep in mind the type of clientele you already have and are looking to attract when you determine how formal you should be when it comes to displaying courtesy.
Know Your Tone
Be aware of what sort of tone you’re taking when communicating with customers. Adjusting the way you phrase a question or the sort of emphasis you place into a sentence can alter the way you sound to others. Go out of your way to focus on maintaining a warm and friendly tone that sounds welcoming and positive at all times.
Use Concise Language
While it’s important to avoid being too abrupt when speaking to customers, you must also go out of your way to avoid carrying on for too long. Focus on making your statements easy to understand, simple and concise. This will make it easier for customers to understand you in addition to giving them more opportunities to reply, allowing you to have a more productive conversation in which you better understand customer wants, needs and thoughts.
Mirror Body Language
An excellent way to connect with your customers and help them feel comfortable is to mirror their tone and body language. Mirroring tone and body language is a common phenomenon that naturally takes place when two individuals are actively connecting with one another in conversation. It primarily consists of similar stances, such as one individual mirroring his or her conversation partner’s crossed legs when seated. This approach helps create a sense of camaraderie and unity, contributing to a natural air of comfort. Familiarize yourself with the technique and look to implement it casually when possible.
Talk Their Talk
You will want to make sure that both you and your employees are using language that customers are familiar with and comfortable with. When initially speaking with a new customer, avoid using excessive industry jargon and technical language. Go out of your way to use layperson language to be as comprehensible and inclusive as possible with your words. If a customer demonstrates strong knowledge of the industry your business is within, you may transition to mirror the customer’s language. By focusing on using layperson language by default, you will avoid intimidating or excluding customers.
Focus on maintaining a positive attitude and vibe when speaking with current and potential customers. Look into providing positive and productive angles for conversations that take place. When a customer brings up a concern, focus your energy on seeking a positive resolution with willingness and enthusiasm. You will also want to use positive language when discussing anything from varied services to offered products.
Show that you are compassionate and care about customer wants, needs and concerns. By expressing understanding of the passions and difficulties that customers may experience, you will help them feel validated and listened to. If a customer approaches you with a complaint, express your understanding of his or her frustration and take the time to acknowledge the different concerns and issues he or she may list. If a customer speaks to you regarding his or her wants and needs for a product, demonstrate your commitment to meeting his or her unique desires when discussing different products.
By using the tips listed above, you can improve your customer retention and acquisition numbers to help your company succeed in the long run.
Publish Date: November 19, 2019 2:05 AM