Power Of Positivity

smiling is a sign of being positive

Customers are human being. Humans react to words they hear in diverse ways. some words usually gets customers very angry or frustrated depending on the mood they are.

People tend to shutdown when they hear words like "no" "can't" "won't" and immediately after these words any other good suggestions you have for them won't be heard because they are totally pissed off already.

it is very important to approach any customer's needs from a positive point of view so that they will keep an open mind during the transaction.

when customers make their requests, instead of saying " i can't do that" you can say "this is what i can do"

The first statement mean you have no answer to their problem while the second statement mean although you may not have what they requested for but you certain have an alternative option for them. And since you didn't say no to them they will still want to hear whatever options you have for them.

Customers don't care about any company policies or the terms and conditions of your company as regard to the product they are trying to replace or the service they have a complain about.

during negotiation focus on customer's needs

During every negotiation, you have to make sure the customer see your readiness to assist them no matter what your point is. You are to make sure you solve the problem by creating "middle ground" where both of you can meet.

You are not to approach a negotiation with the mindset of winning. You mindset should be to get something for everyone involved and a " win-win" attitude.

The problem with trying to win is that a customer may feel that he was taken advantage of at a later date. The most effective result is when everyone got something out of the outcome and with this, you have a better chance of keeping a customer for as long as possible. Substituting every negative words with positive words will help you a lot. like instead of " i can't" use " what i can do is" , instead of " that's not" use " this is"

Don't refused the request of a customer blatantly, make sure your answers proffer options and benefits even though you are not granting their official request. That will make them not see their coming as a waste of time or see you as a selfish company.

The best way to handle situation is to address the issue, provide alternatives, which bring to the table several options and at the end addressing the underlying needs of the customer.

customer must not leave you without shaking of hands

Make sure all is done in a calm and positive manner