The ways to communicate more effectively with customers and co-workers

1. The ways to communicate more effectively with customers and co-workers

2. Polite, Professional, Friendly Manner. • Be careful about interrupting others, particularly your customers. They’ll be especially upset if, while they’re explaining a problem, you interrupt them and start offering a solution

3. Avoiding slang! • Use language and tone appropriate to the situation in both written and spoken communication. Ta

4. Clearly provide relevant information about Products and Services. • Too often a customer is told ‘don’t know’ and referred to someone else.

5. Use appropriate non-verbal communication in all situations. • Including demonstrating attentiveness by focusing on the customer and their needs. • Body language • Touching. (handshaking and patting on the back or arm. • Use of time. • Dress and accessories. • Personal Presentation.

6. Observe and take on into consideration non-verbal communication.

7. Show sensitivity to cultural and social differences. • Some customers are formal than others and may be dismayed if you are over-friendly. Listen actively • Avoid doing the same thing. When communicating with others, it’s just as important that people be aware that you’re listening as it is that you’re actually listening. • This involves repeating what the person has said for confirmation.

8. Be careful of misinterpreted words and phrases • Be especially careful of the word “you.” Overusing this word can make the person you’re talking to feel defensive or threatened. Instead of saying, “You need to speak louder,” try saying, “I’m having trouble hearing.” • In general, think before you speak.

9. Eyes contact • The most important communication tool. • Eye contact provides social information to the person you are listening to and talking to. Too much eye contact and you could be seen as aggressive, too little eye contact and you can be seen as having no interest in the person speaking. • You can see masters of eye contact in great sales persons, politicians, and good public speakers.

10. Selling Products and Services

11. Top Down Selling • Highest price and quality is offered first, moving down the scale until the customer’s needs are established.

12. Bottom Up Selling • Once the customer has been told the lowest prices available and what they will provide, the sales person can work their way up the scale, offering better products and services. Views, larger rooms and butler service may be some of the more expensive options when selling accommodation in a hotel.

13. Suggestive selling • With this method the product and service features are sold to the customer. • Outlook, price, convenience and spaciousness would assist selling a motel room.

14. Cross Selling • In addition to the basic service or product being sold, there may be other associated products of interest to customer.

15. Benefit Selling • This approach involves selling benefits to the customer. • For example, an early check-in might allow for a full day’s sightseeing but it could also involve an earlier, more expensive flight.

16. Informational Selling • Where the sales person is very knowledgeable, they are likely to be viewed by the customer as highly credible.

17. Do You Have Any Questions?Thank You For Your AttentionHave a Great Rest of Your Day