Uncover the Why BEHIND the Why
We all know what assuming does to you and me, yet we do it with our customers all the time.
Discounts are a great example (especially on live chat). When a customer asks for a discount, we immediately assume they’re just trying to lower the price because they can’t afford the regular price.
Responding to that alone could steer the whole conversation in the wrong direction. We might be missing out on the most valuable intel, because we didn’t get to the “why” behind their question.
On this episode of Dialog, we’ll talk about how to dig a little deeper to discover what our customers truly want.
What do you think? What did I miss?