Just this week I witnessed an employee from a nation-wide company, respond to us as customers in a way that I would describe as a robot, as he tried to explain the information on a product that my mother was wanting to purchase. There were four of us present attempting to understand the details. He was asked over and over questions in an attempt to decipher what he was attempting to tell us. But because he was delivering the information in a memorized script manner, (what I lovingly call robot mode) rather than in OUR specific learning style…neither customer nor employee were really connecting. He never wavered, he never veered left or right, rather he plowed through the sale repeating the same exact words over and over. “Uggg!!!!” I found this to be extremely frustrating.
If it were not for the fact that she really wanted this cell phone, we would have walked right out and not made the purchase.
Is this happening in your business?
Can you honestly say that your customers feel that they are being heard, and spoken to in a way that helps them absorb the information quickly and effectively, to make an informed decision?
When a company trains their employee in a “One size fits all” style, what they will find is that 1 out of 4 individuals will actually purchase. Why? Because the other 3 struggle to really process what is being said, falling into a state of confusion; therefore, they will leave the store undecided simply saying they need more time to think about it.
The key is to understand People’s learning styles
When an employer trains the employees to pay attention to the learning style of the customer, they can then begin to deliver the same information in a way that speaks to that person. At that moment a strong customer connection is established, as well as a loyal customer who will be happy to return for future purchases.
Having the skills to connect with a customer creates a Happy customer….. resulting in more return visits for purchases, which means long term company growth.
Cathy, owner of Real Positive Change, teaches in a fun team building style. Her trainings focus on building stronger relationships between employee and customer. Contact her for ideas that will improve your next company meeting.