Memory Rate Objections: Soft SkillsVersión en línea Rate Objections: Soft Skills Memory Game por Danielle Wilkes To manage difficult conversations, you must... Listen, clarify, empathize, take ownership, and connect with the customer. Soft skills help you to... A merchant's business is in your hometown. You tell the merchant you are from there and ask if they've always lived there/moved/etc. You assure an upset customer that you understand and proactively address questions you think they may have as you discuss their rates. A customer is continually interrupting. You wait so long after the customer has finished speaking to respond that they ask if you're still there. Example of NOT Actively Listening You ask questions to understand the issue when a customer says they're paying for a terminal that doesn't work. The customer is talking about their daughter's wedding and the costs of the dress and caterer. You do not respond to any of their personal comments. Example of NOT Creating a Connection Example of NOT Taking Ownership Stay present, attentive, and engaged during difficult conversations so that you can achieve the results the customer is looking for. Example of NOT Communicating Clearly Example of NOT Empathizing You are online shopping while on a call with a customer. Example of Empathizing You minimize your team chat threads and email while on a call. Example of Taking Ownership A merchant has multiple increases on their account. You do not clarify which increases the customer would like to address before offering a solution. Example of Active Listening A customer is crying on the call due to the addition of a PCI fee. You respond by telling the customer they need to take an SAQ to remove the fee. A customer continually interrupts you. You wait then assure the customer you can meet their needs and redirect the conversation toward a solution. Example of Creating a Connection Example of Communicating Clearly
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