It occurred to me that with such a decent size of our workforce in the States in sales/retail or customer service I should explore their critical thinking best practices. After much reflection both on my experience as a consultant but also interacting with sales & customer services professionals I have compiled a top 5 list.
5 Ways Great Sales & Customer Service Professionals Utilize Critical Thinking:
- Never make assumptions. When a customer asks for a specific product, it’s too easy to just assume they know what they’re doing and make a sale. Great sales & customer service professionals aren’t quick to assume the customer has done their research or has identified the best product for their needs. Another major pitfall is assuming what a customer’s budget is. When it comes to customer service and sales, never make assumptions!
- Ask questions. You won’t get answers until you’ve asked questions. Thought it’s important to be respectful of everyone’s time it’s just as important to ask questions that identify their needs.
- Bring in multiple resources. They recognize they aren’t an island and value their colleagues, even their competition! Great sales & customer service folks aren’t reluctant to bring in additional resources when they don’t have all the answers.
- Don’t get emotional. Customers get emotional. Great customer service and sales people keep the conversation objective. They acknowledge the person’s emotions but bring the conversation back to the goal.
- Draw a conclusion. They don’t let someone walk away without all the resources needed to make a decision. Don’t get me wrong, a sales person should never make the decision for the customer but they should be a catalyst for making a decision.
Editor’s Note: This is a guest post by Elizabeth Pauker-Silva