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Building a Relationship Back to Business Basics: Part 2

By : Lilach Bullock zero times read

Submitted: 2009-06-02 21:55:21 Number of Times Read: 2

So in taking that first point of contact and turning it into a loyal client, we are looking at the importance of listening to your customer more than you talk to them.

So be sure you exchange names a great way to do this is simply say I am sorry, I did not catch your name. And when they give it to you, introduce yourself, say how nice it is to meet them, and then actively continue the conversation to avoid any awkward lulls. This not only breaks the ice a little bit, it is also the first step in capturing their information to ensure that you can follow up with them after the call.

Also, get permission to ask questions, do not just dive right in. That way they will take your questions as interest, not pushiness or a formal vetting. All you have to do is simply ask Do you mind if I ask you a couple questions? You can obviously vary that phrase to whatever you like, but you get the idea.

Remember: People love to talk about themselves! By asking them questions and finding out about what they are after, you not only determine what they need and whether you can help, but you also build the beginnings of that relationship. And remember, people buy from people; they are far more likely to buy from someone who is willing to listen to them and make the effort to understand them, than they are from someone who just rambles on about all the benefits of their company. Clients are not just looking for the lowest price, they also look for experience, customer service and someone they will want to do business with.

Never underestimate the value of a good experience! Sure, if you are prices and services just do not compete with the market, chances are you are going to lose a lot of business, so make sure those are up to par. Usually if someone calls you up, they are also calling a number of other businesses and asking them the same questions, and the rapport you build with the customer will impact how they feel about using your company.

I know, you know all of this, right? But how often are you putting it into practice? Think back over the last few months how often does this happen? And if you are an excellent and savvy business person on top of your game, then you will know that now matter what you do, there is always room for improvement. I have been in my industry for twenty years and have been running my own company for some of that time, and I am constantly finding ways of improving what I do!

Of course you do not have to use these techniques, but I have found them absolutely invaluable for growing my business. By building a rapport with the customer, you create an atmosphere of trust. You will feel more relaxed without the pressure of closing the sale and the customer will feel more relaxed without the pressure of being sold to. It is a win win, because you are both able to be at your best, which means the customer is able to feel safe around you and you are able to reflect sincerity and confidence. Go ahead, let your guard down a little it will encourage them to do the same.

Once you have got an understanding of what the customer is looking for and built a good rapport with them, exchanging information and closing the sale will happen much more naturally without needing any awkward pushes. And business is much nicer for everyone when it flows naturally.

Author Resource:- Lilach Bullock runs 2 full time businesses, asklilach providing virtual pa services & Virtual PA Training, helping people set up their own successful virtual assistant business. Lilach recently attended an Award Ceremony at Downing Street for best Mumpreneur. asklilach.co.uk

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