Be Your Customer's Hero

CHAPTER 64

Sales Techniques That Help Close the Deal

As we discussed in Chapter 48, techniques that are primarily associated with the discipline of sales can be very effective when applied to customer service. It helps to think of the word sales broadly. In a general sense, you’re always selling something. For example, if there’s a difference between what the customer wants and what you can provide, you’re selling him on a solution. It stands to reason, then, that if selling is part of customer service, some of the techniques that are effective in the sales process might also be useful to customer-facing reps. So let’s take a look at two sales techniques that are extremely effective in customer service: asking closing questions and isolating ...