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How to Use Listening and Probing to Understand Customer Motive - Globalteleforce - ContactCenterWorld.com Blog

How to Use Listening and Probing to Understand Customer Motive

If you want to understand what drives a customer to a purchase, you have to use two specific set of skills. "Listening" and "Probing."

Finding out what a customer want is important in every business, as it’s where it determines what product/service they can continue to sell, or what needs some revamping.

By using these two skills, the rate of success for your business becomes greater. But there is more to "Listening" and "Probing" than it meets the eye, let's dissect them - TOGETHER.

Ask Them What They Want

Like your spouse during your anniversary month, cracking a customer about what they want can be tough. Seems hard now does it? But sometimes, the best approach is the direct approach. If you're a service-oriented business, call them up to ask.

If you don't have any time, hire a good contact centre outsourcing service that will ring up your customer and ASK THEM WHAT THEY WANT.

Go ahead and ask your customer, chances are, they'll tell you what it is, which brings us to.

Listening to Feedback

Now that they told you what they want, it's time to use your listening skills.

When you listen, listen actively and take note of their feedback and understand what they're telling you. Know what makes them subscribe to a business, what are their preferences and what kind of customer approach to they want.

Do they like the cheery, lemme-help-you-with-that approach? Or do they want the ill-call-you-when-i-need-you-so-leave-me-alone approach? Every customer may be different, but their preferences can be sorted out simply, given that you understand the general gist of it.

Why They Make a Purchase

It's great that you now know what they spend their money on, but dig deeper and know WHY they do it. Do they have a certain need that can be filled by your product or service?

For example, they buy mouthwash because their breath stinks. They have a need, a product solves it. It's simple math.

To conclude, listening and probing are two important skills to have to discover what makes your customer make a purchase or subscribe to a service, which is something that every entrepreneur should know if they want to make their business grow.

Source: http://globalteleforce.com/blog/how-to-use-listening-and-probing-to-understand-customer-motive

Publish Date: November 11, 2016 5:00 AM


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Maximize the efficiency of your contact center and meet/exceed customer expectations with workforce engagement tools that help you accurately forecast workloads, match the right resources to your needs and keep agents motivated. More than just scheduling agents and tracking shifts, Noble’s ShiftTrack WEM solutions optimize labor costs, manage capacity more effectively and improve service levels.
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Track staff performance, capture meaningful feedback and deliver quality customer experiences using Phonestat. Our cloud based solution allows you to create simple scorecards to provide instant feedback and training to your staff.

There are powerful integrations to source interactions from anywhere and an open API to allow you to build your own.

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QPC WFM - Calabrio/Teleopti Specialism
QPC has a long and successful history of delivering tried and tested innovative workforce management systems, and the training and consultancy needed to ensure organisations can leverage the customer service and operational efficiency benefits workforce management principles and automated workforce management systems can deliver.
 



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