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UNIT 3: CULTIVATE RAPPORT WITH CUSTOMERS - Coggle Diagram
UNIT 3: CULTIVATE RAPPORT WITH CUSTOMERS
1. IMPORTANCE OF BUILDING RAPPORT WITH CUSTOMERS
Rapport refers to a relationship in which people like, understand and
respect each other.
5. TYPES OF QUESTIONING TECHNIQUES
Probing Questions
Confirming/ Verifying Questions
Background Questions
4. TYPES OF EFFECTIVE COMMUNICATION
Verbal Communication
Non-verbal Communication
3. CRITICAL SERVICE ATTRIBUTES OF A SERVICE PROFESSIONAL
People Orientation
Basic Respect
Professional Competence
Resourcefulness
Positive Attitude
Reliability
Customer First Mindset
Personalized Responsiveness
2. TECHNIQUES OF BUILDING RAPPORT WITH CUSTOMERS
Be
attentive
when attending to the customer. Nodding the head shows agreement or being on the same wavelength as the customer. Leaning forward a little towards the customer shows interest and desire to listen to him or her.
Tone of voice
is an important part of one’s communication. If one is too quiet and hesitant, people will conclude nervousness on one’s part. If it is too loud, too fast and abrupt, people will conclude that one is impatient.
Set the customer at ease.
Be aware of physical closeness. While leaning forward can be helpful in establishing rapport with a customer, be careful not to overdo it. Sitting too close to the customer may create
irritation.
Thank
the customer for doing business with the service staff.
Ask customers politely for their names
and how they prefer to be addressed. Then, address the customer in a friendly tone throughout the conversation.
Express appreciation
for interest in the product/service even though the customer does not buy the product.
State name
clearly and
introduce
oneself:
Eg. “I’m Shawn, the store assistant. How may I assist you?”
Ask the customer
to come back
Smile
and greet customers. Be aware of one’s facial expressions.
Go the extra mile.
The difference between good service and excellent service is the amount of initiative the service provider takes to provide more than what the customer expects.
Rise
when customers approach to welcome them and be ready to serve them. Make eye contact with the customers.