Talk Tracks: How to Communicate Effectively With Customers
Communicating well with your customers can make or break your business. Not only is it vital for high quality customer service, if done well, it can raise your bottom line significantly. Considering upselling products can boost revenue by 10-30%, having a game plan in place is important to try to hit these numbers, or even go above and beyond! One of the easiest ways to accomplish this is by devising talk tracks that you and your staff can use when engaging with customers.
What is a talk track?
When we say “talk track”, what we mean is having something that you and your staff are trained to say with every customer. Think of it almost like an ice-breaker that you use to get a bigger picture of each customer’s specific needs. We suggest that managers take some time to sit down and write specific starting points for everyone to use when interacting with customers.
The most important thing to remember as you write these talk tracks is this: mean what you’re saying. Everything you say should be in the genuine interest of your customer. If you care about what the customer actually needs, you are more likely to actually make the sale. When you suggest a product and they can tell that you’re actually invested in helping them, they’re more likely to trust what you say and take your advice.
Here are some good things to keep in mind as you write:
Ask simple questions
Asking simple questions can help you to get a better understanding of what they use their devices for and what their lives look like. This is important information, because when you have a better understanding of who they are as people, you can make more accurate suggestions for products that can benefit them.
For example, you wouldn’t want to suggest a light-weight case to someone that spends every weekend hiking. Asking something as simple as “Oh, no! What happened?”, can offer you a lot of information on how you can best serve them. This can also give you some insight into whether they need a repair, or even if you may have an opportunity to sell them a replacement device.
Here are some examples of what you can ask:
- “Oh, no! What happened?”
- “Has this been a common issue or was this just kind of a freak accident?”
- “Hey, what brings you in today?”
Have a formula for where to lead your conversation
You need to consider a few factors before you lead the customer to their decision.
- Part availability
- The price of the part they need
- On hand tech knowledge (has the tech on hand been trained in more complicated repairs?)
Depending on these factors, it may be more beneficial to lead your customer to replacing their phone with a certified pre-owned device in your store. It could ultimately be a cheaper option for them.
Offer accessory bundles
Create 2-3 pre-built bundles to target customers with certain lifestyles. More active people will need heavy duty protection, whereas those with a more laid back schedule could need charging accessories like car chargers or portable chargers. Here are some ideas to give you a foundation.
- Active Person - Heavy duty case, tempered glass, charging cables
- Everyday life Package - Lighter case, tempered glass, charging accessories
- Device heavy lifestyle - Phone Tempered Glass, Apple Watch tempered, iPad Tempered
Having these pre-built bundles is the perfect way to offer genuine value to your customers and boost your bottom line.
The most important thing is...
Remember to be authentic when talking to your customers. While many customers do their fair bit of research, you’re still in the position of expertise. Don’t be afraid to suggest products, but the most important thing is to put yourself in their shoes. Think of ways to help. If you do that, they are more likely to spend money in your shop.