In the previous article, we talked about the impact of positive thinking to your life, today we are going to talk how to use your positive thinking skills to concentrate on your customers, to develop a more customer-focused attitude, and help build your customer’s trust in you and your product or service, at the same time to improve your skills in terms of customer conflict resolution.
To develop a customer-focused attitude, you need to use your positive thinking skills, your attitude is a choice. You can either choose to focus solely on the benefits that you will reap from your business, or you can choose to focus on the benefits that your customer will gain from your business. If you shift your focus from yourself to your customer, you will be more likely to concentrate on their needs and wants. This new customer-focused attitude will enable you to meet their needs better, thus improving your product or service and increasing your sales.
Plus, with your new positive thinking attitude you can anticipate your customer’s needs before they voice them. If you are concentrating on your customer, you will be attempting to see things from their point of view. With this change in perspective, you will be able to understand their needs and problems better.
You can also use positive thinking skills to help build trust between you and your customer. There are three ways to build this trust, using below these techniques, you will soon be on your way to a better relationship with your customers.
Use Positive Language
Positive language brings out positive feelings. If you present your product in an affirmative way, customers will perceive it as positive. Once they begin to associate positive feelings with your product or service, they will be more open to trusting what you have to sale.
One note of warning though, try not to use too many cliche words in your product or service descriptions. Example, words like cost-effective and easy to use are positive in nature, they have been used so many times to sell so many things that people tend to view these words as fluff or covers for second-rate ideas. If your product really is more cost-effective than the competition’s, then by all means use the words. However, if possible, you may want to first try using similar words that do not carry the same connotations.
Give Your Customer Positive Proof
By using money-back guarantees as positive proof to convince the prospective customer that you and your current customers believe in your product or service, you will be able to influence their belief in your product too, example.
You can also use positive proof in your product or service descriptions. When describing exactly how your product can help a customer or what problems your service can solve for a customer, use words that focus on the facts. What has your product been proven to do? Who has it been proven to help? In what situations does it produce tangible results etc? Once you narrow these answers down, use them to create positive proof descriptions.
Point Out the Benefits and Opportunities Your Product or Service will Provide
This technique will work for your customer in the same way that it works for you. The difference is that instead of writing out a list of positives in order to increase your confidence and inspire yourself to strive for improvement, it will be doing that for your customer.
Take your time and concentrate on the same techniques that you used for your list but this time only focus your thoughts on your customer’s needs, wants and dreams. A well written list can leave a customer feeling excited, and more times than not, this excitement will lead to a purchase of your product or service.
Finally, your positive thinking can enable you to seek quick resolutions when faced with customer conflict. Quicker resolutions will lead to happier customers, and happy customers lead to increased sales. To reap this positive thinking benefit, use below these guidelines.
Act immediately. Just as you used this action step to keep your positive thinking skills flowing, you should use it with your customers. Immediate action will help keep your customer from focusing on the negative aspects of the situation. The less time they have to wallow in the negative aspects, the less time they will have to develop negative feelings about you and your product or service.
Use positive language. Always use positive language when dealing with an angry or dissatisfied customer. Your positive language will rub off on your customer, enabling them to be more accepting of a solution. Instead of saying things like “We can’t refund your money”, say something like “We will be glad to replace your product” instead.
Always end the transaction on a positive note. No matter how the situation ends, always try to find one last positive thing to say about it. By leaving your customer with a positive feeling, you will leave the door open to future business or at least cut down on the amount of negative feelings that they share about your business.
For instance, even if the customer refuses to continue doing business with you, end your correspondence by saying, “I really appreciate the time that you have taken to make me aware of this situation. Your thoughts are important to me”. This type of positive statement will make them feel better about the situation and themselves. By making them feel valued you will enable them to move past the situation and open their mind to new possibilities.
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