Bargain Hunters

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From his book, ‘Bargain Fever’, author Mark Ellwood shares the four magic words that promise to score you a discount:
“Are there discounts today?”

Turns out that most retail stores will respond with some sort of % off your purchase if you simply ask.

Add to that information about our younger customers and their app-happy, bargain-shopping habits and we can see we're all programmed to bargain.  Our brains get a buzz when we get a deal.

So don't get offended when they ask and don't get caught off guard by the request. Instead, think about what you can offer to feed their brain and help them feel like they won.

Instead, how about:

• Free shipping
• Extended return policy
• Putting them on a VIP list
• Offering a text or call when your team or their order is on the way
• A follow-up call to check in
• Tips on using your product better
• Relevant articles or information

How do you give your clients a little bit o' love?

Me, Myself, and I

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Participants in our training classes often ask about 'I' vs 'We' when speaking with customers over the phone.

Here's a rule of thumb.

If it's positive, use WE, which sounds collaborative.  We creates an image of NASA scientists standing around in lab coats with clipboards, waiting to solve customer problems and fly into space.

If it's negative, use I to demonstrate that you are taking responsibility.

For example:
I apologize for that. Here's what we can do.
Let me look into this, so that we can get you service quickly.
We take pride in our response time. I will look into the situation right away.

We love being able to answer your questions!

Do the Robot...

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Actually, please don't. Robots can't do your job! While it may seem like they're taking over the world, there's something very important about you being human for your customers.

Think of a question you get asked daily.  Is it a challenging question that throws you off your game?  Or something so simple you get bored answering? 
While you should have a go-to reply, but please, no scripts. 

Scripts get read and reading sounds insincere: A.K.A. robotic.

Customers don't want robots, they want real humans who treat them like real humans.

To keep it real try this:

• Create a few replies, not scripts 
• Pick phrases that you feel positive about delivering
• Imagine the face of a nice customer when you are on the phone
• Instead of rolling your eyes and saying to yourself, "here we go again," ask yourself, "what does this person really need, and how can I help?".

How do you bring a human element to work?

Eye 'em up

What color are your eyes?

What color are your co-workers’ eyes?

Today, when your internal customers (your colleagues and teammates) come to your desk, take note of their eye color. This will do 2 things:

1. It will give you something interesting to focus on; and
2. It helps you build better rapport and that’s important.  You spend a lot of time with your co-workers, good rapport makes that time more enjoyable.

Mine?  Why, they’re blue.  Thanks for asking.

What's the point?

Before you write an email, clarify your reason for writing and make that your first sentence.

Why so direct? We’ve moved on from the days of letters with beautiful prose and penmanship to Twitter, with only 140 characters, and Instagram & Snapchat, where pictures replace words.

We’ve become impatient readers and communicators.

So, be direct. Make your point in your opening line.

Oh, Canada!

Yesterday was Canada Day a source of conflict for me.

Do you know what your customers celebrate?  Get to know this information, it helps build connections that can be eye opening, profitable and even tasty.  

Here are a few dishes Canadians enjoy.  How many of them have you tried?

How much does it cost?

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Ah yes, the dreaded price call. If you get a lot of these, make sure to talk value over price and share with the customer how terrific your company is.

However, sometimes even responding with the most well-meaning pride in your company can make you sound defensive.

Here’s how to avoid that trap:

Be prepared. Work with your office to come up with sound solutions for the price or service concern.  What questions do you want to ask to engage the caller?  How will you explain your different price or package options?  Brainstorm as a team and practice your replies on each other.

Choose the right tone.  When you are practicing, give each other feedback on your tone of voice.  It’s easy for a little sarcasm or apathy to creep in. Catch it!

Be appreciative.  When the Customer tells you about a competitive offer, thank them for sharing the information.  It will catch them off guard!

Be patient. These are not quick calls.  Persuading takes time and effort.  Focus on this call not the others that are in the queue.

If you or your team needs help fielding these types of calls, let us know. We've got a webinar for that.

Click here.