Perception of an issue by the customer is often a very different matter than the actual circumstances might describe. Awareness of the facts is necessary but sensitivity to customer perception is critical.
Reality may at times confuse our senses. We have all been entertained or confused by optical illusions that trick our eyes into seeing things that may not actually be there. We have witnessed a ventriloquist throwing his voice or making sounds appearing to be emanating from a particular source, distant from where we might have expected. Have you had the experience where you were not certain if something was either extremely hot or cold to your touch? While traveling through a mountainous area, are you always certain whether you are going up or down a slope? If you smell asparagus while chewing green beans, you will certainly believe that you are eating asparagus. The point is that it is entirely possible to fool our senses.
So what is real? In the hit movie Forrest Gump, you would have "sworn by oath" that Lieutenant Dan had no legs, but we all know that esteemed actor Gary Sinise does indeed have two. So if what appears to be reality actually is not real, what is? Our perception of reality is what is actually real to us.
Perception is actually more important than reality in many cases. In the world of business, particularly marketing and advertising, perception is reality. Marketers spend great sums of money to alter your perception of their product. Their goal is for you to believe their advertising to be real and ultimately entice you to purchase their product, perceiving that it is right for you.
In the active area of delivering superior customer service, perception of an issue by the customer is often a very different matter than the actual circumstances might describe. The professional customer service specialist must actively listen in order to intelligently discern what the customer is actually saying, regardless of want the facts of the matter are. Often, a tense situation can be diffused by simply being sensitive to the customers' viewpoint and perception of the issues, and then suggesting solutions based upon those perceptions. Insensitivity and indifference will fan the flame of customer anger and possibly lead to a lost customer.
Awareness of the facts is necessary but sensitivity to customer perception is critical. Accelerate your listening and learning skills. Listen closely to what the customer is really telling you, and then act. Paying more attention to customer perception will supercharge your customer service reputation and subsequent sales figures.
Selling Means Maintaining an Open Communications Channel
None of us can be experts in everything. Customers appreciate being able to speak their language and having their audience understand it. In this manner, they feel confident that there is an open communication channel and their needs are clearly understood. What steps are you taking to ensure that you clearly understand your customer.
Are you Experiencing Sales Growth Despite the Economic Times?
The volatility of the present economic climate has left many people, including salespeople, in a state of fear and uncertainty. We now have the highest number job losses in five years as business are trimming both people and operations. How do you sell in this environment?
How to Sell Successfully in a Recession
Downward trends are indeed a stressful time posing numerous challenges, yet they do indeed present many opportunities. What is there to do when you are a salesperson needing to make a living in such a mess?
