Use Motivational Interviewing To Help Your Customers
Conversational questions or motivational interviewing have substantial implications for companies around the world. They can be the framework in which you can convert, retain, and enhance the customer experience across the company. One of the biggest things that a company has to learn is that buyers no matter in which market they are in, rely on psychological choices. Emotional lead conversations based on the fundamentals of neurolinguistic programming enhance the process of buying and retaining as well. Today, we will go over the three most important factors that lead any customer to give you information to help them help themselves.
The first tip is to have an open spectrum of listening. Anytime anyone comes to a specific site, product or service they have a particular need that needs to be met. By listening to the exact choice of words an individual says or types then you can use those same words to rephrase their needs and make sure you are adhering to what they are looking for specifically. This specific technique is called mirroring. The reason is simple, and that is that you can rephrase precisely what they say in a way that removes their internal safeguard so you can have a conversation that gets them to a resolution as quickly as possible.
Secondly, you can ask an open-ended question during the engagement process. Open questions are questions that use foundational methods of thought to a tunnel of mental processing and shed light on needs psychologically. Asking questions that lead to a specific direction or resolution while guiding them down a particular thought process often leads them to either engage or close off. Helping the customer gain clarity in the conversation and asking them a decisive question that makes them pause in thought always leads to better results long term.
Thirdly, using juxtapositional questions can help customers give you feedback on the process, as well as enhance retention and reduce churn rate. It is the same thought process of using if/or/and commands in code, except that you apply them to questions in real time. This helps the client get what they need as well as enables you to remove the possibility of irritation during the process of speaking. Avoiding triggers that could cause a fight or flight response is one of the biggest keys to sales, service, and extremely challenging situations.
In all conversational enhancing points that lead a customer to a better result is the end goal of progress in any conversation. The sooner we can understand what mode a customer is in then the better we can serve them. These pinpoints of thought can help a customer see more clearly and make a better decision that is right for them with less regret and impact on the overall company infrastructure. These techniques can also be used in the workplace, but that is a completely different article.
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-Customer Support Team