How can I improve my customer communication?

We want to be successful together with our clients and equate success with customer satisfaction. This is highly dependent on communication. Therefore, we constantly challenge ourselves to avoid becoming complacent.

To meet our own standards, we continually educate ourselves. On May 16th, we had Google join us to discuss customer communication and "sales situations." We'll share with you some methods that can also help improve your communication.

Fig.1: The internetwarriors working on sales methods.

Communication is the Key

You have a very important call and don't know how to present your agenda to the client? There are countless methods for effective conversation management. Here, we present a way to open a conversation that can give it structure.

TPOINT

TPOINT is an acronym and stands for:

• T: Thank you – A thank you takes little time but leaves a good impression and facilitates the start of the conversation.

• P: Purpose – The purpose or heading of the conversation. What will the discussion be about? A clear definition can eliminate misunderstandings right from the start.

• O: Objective – The goal is discussed; this pertains to the actual topic and extends the "Purpose" further.

• I: Input – This is where you give your conversation partner the opportunity to provide input on the agenda, ensuring everyone is on the same page.

• T: Time – How much time is allocated to the call? This provides a time frame for the conversation, limits digressions, and makes it easier to focus on the essentials.

The TPOINT concept offers a secure framework from the start of the conversation, allowing agenda items to be addressed effectively.

More Questions

To ensure productive collaboration, it is always beneficial to learn as much as possible about the company, decision-making processes, and the company's future direction. Therefore, it is especially helpful to ask as many questions as possible with new clients. The 6 Cs are intended to assist in this regard, standing for.

1. Company – How does the business operate?

2. CEO – Who is the decision maker?

3. Customer – What does the average user look like?

4. Marketing Mix – What sales channels are there?

5. Competitor – Who are the biggest competitors?

6. Challenges – What are the challenges?

Fig. 2: The 6 C’s for better collaboration.

However, it is not always advisable to openly pose these questions, as it might spark distrust. But in order to optimally tailor campaigns and marketing concepts, one should be informed about these processes. The 6 C's approach can also be beneficial for existing clients to inspire new ideas and avoid complacency.

Think Solution-Oriented!

In communication, constantly ask yourself if your approach is solution-oriented rather than product-dependent. For example: A customer doesn't understand the customer journey, but you want to explain how remarketing and preliminary conversions work. Try to think solution-oriented and don't talk about remarketing lists, but rather describe it as a "journey" with several stations that ultimately leads to a purchase. The key is to put yourself in the customer's shoes and provide them with the best possible solutions.

What Can We Do for You?

The internetwarriors, as a full-service agency, offers the complete range of online marketing possibilities from SEA to web analysis. We help with issues regarding your AdWords campaigns or your visibility on Google. We are happy to advise you.