Are your sales reps using questions that prove your rep is uninterested in your prospect or customer?
Recently, Toyin McArthur, a trainer and facilitator for Storage Vault in Canada, asked Shep Hyken if I had any thoughts or suggestions related to customer service reps using questions like “How’s the weather?” to establish rapport with a customer. The concern was that using the “weather” is a sure way to leave the customer feeling like the agent or salesperson is disinterested and unauthentic, resulting in an overall “blah” experience.
“How’s the weather?” works if it’s a topic for the day. For example, a question about the weather may be appropriate if there’s a snowstorm. But if it’s just a generic icebreaker, there are better questions. I know what you’re thinking: “So, Shep, what are those questions?” I’m glad you asked. I’ll give you some examples, but first, realize that depending on your type of business, these questions may or may not be appropriate. Use them to start thinking about good questions you can ask to break the ice and build rapport.
Here are five to get you started:
“What’s been the highlight of your day so far?” This is a great question when you’re waiting for the computer to get you some information. It’s a step up from “How’s the weather?” This question requires that you respond to the customer’s answer. Do so with genuine interest. You may want to refer to an article I wrote about being interested in your customers.
“I see you’re calling from (NAME THE CITY). I’ve never been there. What’s it like?” Once you acknowledge what city the customer is from, the question could be different based on your knowledge. For example, you could say, “I’ve always wanted to go there” or “I grew up there,” and continue with a short follow-up comment. Remember, the goal is to build rapport.
“Is that a dog I hear in the background?” People love talking about their dogs. And if it’s kids you hear in the background, even better. Be sure to properly acknowledge the answer to prove the question was sincere.
“I see you’ve been a customer with us for (X) years. What keeps you coming back?” This acknowledges the tenure of the customer. It allows them to verbalize why they like you, your products, and your company. At the same time, you’re getting feedback that may be worth sharing with others on your team.
“If you could change one thing about your experience with us, what would it be?” This is my favorite feedback question, and while it may not be the question you lead with if you have an opportunity to ask it during the conversation, you may get some very valuable intel.
Stay away from “How’s the weather?”
All of these questions show you care. Building rapport is essential to creating a positive experience. Stay away from “How’s the weather?” and other generic lines. Focus on questions that are more meaningful and relevant. Your questions and responses are key to making customers feel valued and appreciated.
James P. Randisi, President of Randisi & Associates, Inc., has since 1999 been helping employers protect their clients, workforce and reputation through implementation of employment screening and drug testing programs. This post does not constitute legal advice. Randisi & Associates, Inc. is not a law firm. Always contact competent employment legal counsel. Mr. Randisi can be contacted by phone at 410.494.0232 or Email: info@randisiandassociates.com or the website at randisiandassociates.com
