Memory Game Rate Objections: Soft Skills (D)Online version Rate Objections: Soft Skills Memory Game by Danielle Wilkes Example of NOT Creating a Connection Example of NOT Taking Ownership 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. To manage difficult conversations, you must... Listen, clarify, empathize, take ownership, and connect with the customer. 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 Taking Ownership Example of Communicating Clearly 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. 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. You are online shopping while on a call with a customer. Example of NOT Communicating Clearly Soft skills help you to... 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 Empathizing Example of Active Listening Stay present, attentive, and engaged during difficult conversations so that you can achieve the results the customer is looking for. You assure an upset customer that you understand and proactively address questions you think they may have as you discuss their rates. 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. Example of NOT Empathizing Example of NOT Actively Listening Example of Creating a Connection
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