Memory Game Rate Objections: Soft SkillsOnline version Rate Objections: Soft Skills Memory Game by Danielle Wilkes You ask questions to understand the issue when a customer says they're paying for a terminal that doesn't work. A customer is continually interrupting. You wait so long after the customer has finished speaking to respond that they ask if you're still there. Example of NOT Taking Ownership You are online shopping while on a call with a customer. The customer is talking about their daughter's wedding and the costs of the dress and caterer. You do not respond to any of their personal comments. Stay present, attentive, and engaged during difficult conversations so that you can achieve the results the customer is looking for. Example of NOT Empathizing Example of Creating a Connection Example of NOT Actively Listening Example of NOT Communicating Clearly A customer is crying on the call due to the addition of a PCI fee. You respond by telling the customer they need to take an SAQ to remove the fee. Example of NOT Creating a Connection You assure an upset customer that you understand and proactively address questions you think they may have as you discuss their rates. Listen, clarify, empathize, take ownership, and connect with the customer. To manage difficult conversations, you must... Example of Empathizing A customer continually interrupts you. You wait then assure the customer you can meet their needs and redirect the conversation toward a solution. Example of Active Listening You minimize your team chat threads and email while on a call. A merchant has multiple increases on their account. You do not clarify which increases the customer would like to address before offering a solution. Example of Communicating Clearly Example of Taking Ownership A merchant's business is in your hometown. You tell the merchant you are from there and ask if they've always lived there/moved/etc. Soft skills help you to...
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