Be positive and playful. Customers like to deal with polite, positive and cheerful people. Never forget to greet, smile naturally and keep your good mood. Show the client that you consider him to be an important person and that you are happy to see him and help him. If you communicate with him by instant messaging, always ask him if they needs something else and always want a good day as shown by the Business Invention Book.

Do not blame others, and do not be afraid to say I’m sorry. This is an excellent introduction to reassure the client, empathize and ultimately solve the problem.

Communicate. First, make an effort to understand what the client needs (if necessary, ask questions politely), then express yourself clearly and straightforwardly. Do not hesitate to repeat the same thing several times if necessary. Do not use technical terms. Speak the client’s language.

Give solutions. What the customer wants and needs is that you solve their problem. they does not want excuses or technical explanations. Take care to identify their needs and propose solutions (if possible, offer him several options). If you can not help it, find someone who can do it. Always look for a solution.

Never say no. The temptation is strong, but there is a way to avoid the word no. The result will almost always be a more constructive and effective treatment, geared towards solving the problems and concerns of the customer. Do not say you can not help you, but my colleague will take care of you right away, or instead of saying you do not have this product, explain this product will arrive next week and you will inform you immediately by email or telephone.

Know the product. Nothing is more frustrating for a customer than knowing more about a product than the person who is supposed to sell it to them. As an employee, you need to know the details of all the products or services in your business, as well as the profiles they fit best. Make recommendations and sell knowingly as shown by the Business Invention Book.

Stay calm. If you are in direct contact with customers, you will often have to meet the requirements of an angry user. In this kind of situation, the golden rule is very simple: stay calm. If you too are angry, the tone of the conversation will go up and there will probably be no way to reach common ground. You must listen to the client, apologize to him, understand their problem, show empathy and propose a solution. First of all, keep calm.

Look after your body language. When you are in the presence of the client, always be aware of your actions.