Introduction

DISCover Exceptional Customer Service is all about the process of creating trust. When we speak of trust it is a multifaceted meaning. Every customer wants to trust the product they are buying, that is a given. Whether the customer is buying an insurance product, a vehicle a home or lunch at a local restaurant the customer wants to be able to trust the product they are purchasing.

The question comes is where does that trust come from?

The answer for the most part is simple, trust is initiated and developed through a relationship between the seller (or their representative) and the customer….it is a relationship between people. Think about it, sales people want to trust that the customer (or potential customer) that they are serious about learning about the service or product and if it meets their needs they have the decision power and resources to create the sale.

On the other side of the trust equation is the customer. The customer has the need to trust the product they are considering purchasing and the the sales person representing the product or service. As an important note, if the customer is inquiring about the product there is a good chance with Goggle and other process they have bult a trust in the product now it comes for the time for the customer to develop a trust with the sales person…that can develop into a one time buy, a relationship which has multiple sales over a period of time, referrals being sent by the customer or if the relationship is poor no sale at all and maybe even a bad rating  and black mark on the sales person, company and product.

At the end of the day, influencing a sale is all about your ability to develop and support a relationship with another person or team of people.

As you work your way through this program you will be presented with 4 primary communication behavior styles with 3 sub styles in each category. As a sale person, co-worker, team member or leader and a parent understanding where you sit in the communication style profile and where the individuals you are selling to fit in the profile by adjusting your method of communication process to develop a trust and relationship with the customer your chance of a long term customer and referrals will increase dramatically.