1. USE BEHAVIORS THAT ENGAGE YOUR CUSTOMERS
Chapter Two
USE BEHAVIORS THAT ENGAGE YOUR CUSTOMERS

2. Objectives
Recognize the kinds of behaviors and personality factors that please customers.
Use 15 specific action tips that convey a positive personality.
Respond to difficult people with appropriate communication styles.
Apply six organizational behaviors that convey a customer-centered culture.

3. “Sometimes the smallest, unintended behavior can create relationship turnoffs-or trigger pleasant, positive impressions. Subtle facial expressions, gestures, vocal inflection, or appearance can make the difference between winning customer loyalty or losing it.”
Paul Timm

4. The Way It Is…the Power of Personality

5. Behavior is what people do and is conveyed by…
Verbal communication
Non-verbal communication
Salesperson ignoring customer
Employee showing up late
Clerk wearing a “frowny” face

6. Nonverbal Communication: Gestures
What is the gesture for:
Good job
Blah, blah, blah (won’t stop talking)
Time out
Just a second Ok
Rock on!

7. Attitude is EVERYTHING!
Attitude becomes apparent through behaviors
Behavior: visible way to communicate to others

8. Two important rules of communication
Anything can and will communicate
The receiver of the message determines what it “means”

9. Customers encounter two personalities
The person who serves them
The organization
The personality of the organization is called its “culture”

10. The personality of an organization is created by 15 different behaviors.

11. 1. Greet customers like Guests
Initiate conversation promptly
Speak up
Get the customer committed

12. 2. Break the ice/Initiating conversation
A compliment
Weather-related or local-interest comments
Small talk

13. 3. Compliment Freely and Sincerely
Some article of clothing
I like that sport coat!
Their family
Your son looks like quite the athlete.
Their behavior
Thanks for waiting. You’ve been very patient.
Something they own
I like your car. What year is it?

14. 4. Calling customers by name
Introduce yourself and ask their name
Better to be too formal than not formal enough

15. 5. Talk to Customers with your Eyes
Intimacy
When expressing love
Intimidation
When we want to exert power
Involvement

16. 6. Ask Often “How Am I Doing?”
Be receptive

17. 7. Listen with More than Your Ears
Focus on the content of what people are saying, not the way they are saying it.
Hold your fire
Work at listening
Seek clarification from customers to fully understand their needs.

18. 8. Say “Please,” “Thank You,” and “You’re Welcome”
There you go No problem

19. 9. Reassure Customers in Their Decision to Do Business with You
Buyer’s remorse
“I’m sure you’ll get many hours of enjoyment out of this”
“Your family will love it”

20. 10. Smile “You’re not dressed for work until you put on a smile”
“Smile—it will make people wonder what you’ve been up to”

21. 11. Use Good Telephone Techniques
Give the caller your name
Smile into the phone
Keep the caller informed
Invite the caller to get to the point
Commit to requests of the caller
Thank the caller
Let your voice fluctuate in tone, rate, and loudness
Use hold carefully
Use friendly, tactful words

22. 12. Reach Out and Touch Them
Lightly touching a shoulder
Shake hands
NEVER touch intimately

23. 13. Enjoy People and Their Diversity
Avoid negative thoughts
Avoid being judgmental

24. 14. Be Positive about Selling
I can convert strangers into friends quickly and easily.
I can attract and hold the attention of others even when I have not met them.
I love new situations.
I’m intrigued by the psychology of meeting and building a good relationship with someone I do not know.

25. 15. Watch Your Dress, Grooming, and Workplace Attractiveness

26. Look Inside: How do you measure up?
Pg. 30

27. Life Would Be Easy…If It Weren’t for Difficult People
Assertive Communication
Aggressive Communication
Passive Communication
Passive-Aggressive Communication

28. Tips that Convey a Customer-Centered Culture

29. 16. Consider Your Company’s Appearance and Grooming
Offer a comfortable living room-type atmosphere as a place to meet customers or as a waiting area
Look for customer comfort

30. 17. Get Customers to Interact with Your Organization
Personally hand them a shopping cart
Invite them to sample the product
Offer a drink or food while they wait
Offer a product flyer/information to review

31. 18. Correspond Regularly- The Old Fashioned Way

32. 19. Use Hoopla and Fun Employee of the month Awards luncheons
Win a day off with pay
Casual dress days
Halloween costume day
Family picnics

33. 20. Reward the Right Actions
Rewarding “No Complaints”
Rewarding “Fast Transactions”
Encouraging an employee to send a thank you note and not giving them enough time to do so

34. 21. Stay Close after the Sale
Thank you note
Call to make sure the product has met their needs
Send birthday cards
Invite people to participate in marketing research