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Message From: ericgarner |
Total Posts: 2 |
Join Date: 14/04/2006 |
| Rank: Beginner |
Post Date: 02/03/2010 09:48:10 |
Points: 10 |
Location: UK |
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This is the story of two shoe shops.
In the first shop, the conversation went something like this.
"Can I replace these joggers with a new pair? Look, there's a manufacturing fault just under the heel."
"I'm sorry, sir, but our company's policy is to send shoes back to the supplier and see what they say."
"You mean, I won't get a replacement?"
"Not until we hear from the supplier."
"How long will that be?"
"Well, maybe 10 or 14 days..."
"But I'm in a race this weekend..."
"I'm sorry, sir. That's the best I can do..."
In the second shop, the conversation went something like this.
"It's ridiculous to pay all that when he'll probably have outgrown them by the end of the season."
"I agree," Eric replied, as he fastened the boot around the youngster's left foot. "It does seem crazy to spend so much, when, as you say, he may only get a season out of them. Would you like me to show you something less expensive?"
"Well, it depends on the quality," replied the anxious mother.
"I know what you mean," Eric answered. "The quality's OK in the other boot. My worry would be more around width. This young man has a really wide foot and the less expensive boot could lead to blistering."
"Well, I guess we'll just have to bite the bullet then, won't we?" she replied, patting her son's shoulder. "We'll take the first pair."
These two stories illustrate the magic of empathy.
When you put yourself into another person's shoes, (pun intended!), and understand their needs, feelings, and situations, you create a kind of rapport that is like a lightning rod of instant communication.
When that happens, people trust you because you're with them, not against them.
Whether you're a sales assistant, store manager, team leader, departmental head, or number one guy on the block, learn to empathize.
It's the number one communication skill around.
Eric Garner
ManageTrainLearn
http://www.managetrainlearn.com |
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Message From: vetri36 |
Total Posts: 1 |
Join Date: 14/04/2006 |
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| Rank: Beginner |
Post Date: 16/03/2010 10:21:04 |
Points: 5 |
Location: UK |
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Excellent story . This way of approach will make "other people to think in our way" and also get "Yes" answer at the end to conlude sale positively. |
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