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CULTIVATE RAPPORT WITH CUSTOMERS - Coggle Diagram
CULTIVATE RAPPORT WITH CUSTOMERS
IMPORTANCE OF BUILDING RAPPORT WOTH CUSTOMERS
Positive customer relationship
Firm's profitability
TECHNIQUES OF BUILDING RAPPORT
Rise when customers approach to welcome them and be ready to serve them. Make eye contact with them.
Smile & greet customers.
State name & Introduce yourself
Ask customers politely for their names
Set the customer at ease.
Be attentive
Tone of voice
Thank the customer
Express appreciation
Ask the customer to come back
Go the extra mile
CRITICAL SERVICE ATTRIBUTES
Customer first mindset
Positive attitude
Professional competence
People Orientation
Basic respect
Resourcefulness
Reliability
Personalised Responsiveness
TYPES OF EFFECTIVE COMMUNICATION
Verbal Communication
Tone of vocie
Stress of words
Pronounciation of words
Non-Verbal Communication
Body Language - 55%
Tone Of Voice- 38%
Words - 7%
TYPES OF QUESTIONING TECHNIQUES
Background Questions
To obtain complete information on customer's need by using open ended qs to get more info from customer
Probing Questions
To obtain detailed info on customer's needs
Confirming/Verifying Questions
To confirm or deny a point or a certain piece of info