120-Second Interactions with Clients
Suggested Strategy: You are coaching your employees to be
conversational and build customer relationships - how can you make the
most of a short conversation and make a positive impact on a
customer’s day?
Suggested Questions:
→ Rating Question: On a scale of one to six, with six being 100%
confident with every customer you work with, and one being that there is
some hesitation or you find yourself uncomfortable in your
conversations, where would you rate yourself in terms of being confident
in your conversational abilities with customers?
→ Success Imperative: What actions can you take in your position to
ensure that each conversation that you have with a customer is
successful and impactful?
Suggested Activities:
→ Role play: The most effective way to become confident in the ability to
have an impactful conversation is to practice! Create a list together of
impactful conversation starters RELATED TO the transaction, and
practice them in role play, making sure that the employee plays both the
role of the employee and the client at some point in your practice. After
each practice conversation, ask the employee to share with you some
observations of the most impactful things that were said during the
conversation.
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