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:
Î 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? Î 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:
Î 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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