What Your Customers Can Tell You When They Don’t Say Anything

If only there were a crystal ball that would tell those of us in sales and customer service what our customers really want!

We can ask them, of course, but often they don’t give us the real answer or don’t even know how to reply. So, lacking a crystal ball and meaningful answers to our questions, how can we get the information we need to serve them more effectively?

Here are two techniques that we teach in our call center training programs:

1. Observe them in the field. How do they behave when they are comparing products on the store floor? What are their concerns? What features seem most important to them? What problems are they trying to solve with their purchase? 
2. Be creative in setting up mini-experiments so you can study what they actually do before they buy and how they make their final choice. Not only will your observations cost much less than an all-out market research initiative but it will also give you some very valuable insights.