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SOLVE THE CUSTOMER’S PROBLEM

SOLVE THE CUSTOMER’S PROBLEM. Explain how to develop win-win solutions for customers’ problems Describe ways to answer WIIFM in conversations, in writing, and on the Web. Problem-Solving Options. Win-win Win-lose Lose-win Lose-lose Win Win-win or no deal. Create Win-Win Solutions.

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SOLVE THE CUSTOMER’S PROBLEM

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  1. LESSON 4.2 SOLVE THECUSTOMER’S PROBLEM Explain how to develop win-win solutions for customers’ problems Describe ways to answer WIIFM in conversations, in writing, and on the Web

  2. 4.2 Problem-Solving Options • Win-win • Win-lose • Lose-win • Lose-lose • Win • Win-win or no deal

  3. 4.2 Create Win-Win Solutions STEP 1 Identify the customer’s wants and needs. Determine the outcome the customer wants. STEP 2 See things from the customer’s point of view. STEP 3 Keep an open mind, and encourage your customer to do the same. STEP 4 Explore options that will achieve the customer’s goal and also fall within company policy. STEP 5 Offer several options. STEP 6 Reach agreement.

  4. 4.2 A Look Inward—Common Ways to Deal with Conflict • Avoid the conflict. • Give in instead of taking action. • Confront the situation.

  5. 4.2 Turn Conflict to Your Advantage 1. See conflict for what it is. 2. Look for warning signs. 3. Stay in control. 4. Keep a positive outlook. 5. Define the problem. 6. Think win-win. 7. Ask the customer for recommendations. 8. Take action.

  6. 4.2 Demonstrate WIIFM—What’s In It For Me? • Listen for WIIFM • Speak WIIFM • Write WIIFM • WIIFM on the Web

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