Encouraging the Customer to Open Up

Let your customer know that you appreciate their insights...

Building rapport with your customer starts with getting them to open up to you. The following actions can help begin that process.

• Be Positive - Let your customer know that you appreciate their insights by interspersing your your questions with appreciative phrases such as: "Thank you" and "That's very helpful."
• Be Direct - Clearly signal your intentions using phrases such as: "I'd like to ask another question or tow in order to..." to make the climate more conducive to problem solving.
• Introduce your questions - Give reasons for why you need the information to help to diffuse suspicion and put the customer at ease. If your customer raises the objection that your solution is complicated, respond with: "Yes, it is complex --but it's also very manageable. Can we discuss this further...?"
• Mirror the Client - If the client becomes obstructive and puts you on the wrong foot, try mirroring his or her objections. For example, counter "Your suggestion is ridiculous" with "Why do you think this seems ridiculous?" Do this in a nonjudgmental way that conveys your real curiosity about the answer.

Be silent - Sometimes, and especially when a client reacts in an inappropriately strong manner, being silent is the best option. Silence can defuse the situation and give the client time to realize that his or her behavior is not contributing to a resolution.

ACTION POINT: Learn the techniques above to help your customers to open up to you.