SME# 7 Stalls and Positive Guidance
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What should we do when a customer is resistant immediately on being greeted?
Learning Objectives:
Participants understand what a customer might say if they are resistant, guarded or even aggressive when we first greet them.
Participants learn how to put the customer at ease and increase the chances they will accept our professional service.
Opening
Suggest to the group: “we know that past experiences and industry stereotypes fuel fears for some customers. With some customers, these fears are apparent as soon as we meet them.”
We are going to look at what some of these customers might say that “stalls” the process before we even get going.
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