Open-ended questions can lead customers to express their thoughts in detail. For example, asking "How was your experience using our product?" instead of "Do you like our product?" can get richer information.
Closed questions are good for confirming information. For example, you could ask, “Are you using our services?” This type of question can help get a clear answer quickly.
The Importance of Listening
Effective listening is not only about understanding shop what customers say, but also about empathizing with their emotions. Through active listening, customers can feel valued and are more willing to share their real needs.
Recording and analysis
During the call, it is very important to record the customer's feedback and needs in a timely manner. This will not only help with follow-up, but also provide a basis for product improvement. When recording information, you should pay attention to classification and organization for subsequent analysis.
Feedback and confirmation
At the end of the call, timely feedback and confirmation of the customer's needs can enhance the customer's trust. For example, you can summarize the customer's main needs and ask if there are any omissions.
in conclusion
Effective demand mining during phone calls can provide companies with valuable customer information. By asking reasonable questions, listening and recording, companies can better understand customer needs, thereby improving service quality and customer satisfaction.