Interestingly enough, CRM products also run many automated call-centers for businesses i. CRM applications and practices are used to make businesses more efficient and improve customer satisfaction. You want the salesperson to do something immediately. She is offering you a replacement and you want a refund. Ask them questions and use them to improve your knowledge 32 The indecisive customer Find out what they really want Ask them for the options Reflect back to them what theyve said Assume control gently and point out the best course of action from what theyve told you they need Be logical Confirm a plan of action with them Maybe even put it in writing 33 The suspicious customer Establish your credibility Ensure you know your product or service They will try and catch you out so dont guess or tell them something youre not sure of Be careful what you say Be polite Dont take it personally, they dont trust anyone!
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