About this lesson
This section will ensure that you are working to solve the customer’s actual problem, challenge or desire.
Exercise files
Download this lesson's related exercise files.
Repeat The Solution - Solution.docx198.5 KB Repeat The Solution - Solution.docx
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Quick reference
Repeat the Solution
This module will teach you how to ensure that the solution you are providing the customer makes them happy.
When to use
Always repeat the solution to ensure that you are working to solve the customer’s actual problem, challenge or desire.
Instructions
In this video, we will continue talking about clarification. Once you know the customer’s request, you know the customer’s outcome, then it is time to clarify the solution to make sure they leave happy.
Repeat the solution and all of the details to the customers.
Check in with the customer to see their reaction to the solution (verbal and nonverbal cues). Clarify that what you are doing is going to make them happy.
You might say something like “So to confirm we will be providing (solution)…” then ask them “Does this work for you?” or “How do you feel about that?”
- 00:04 In this video, we're going to continue talking about clarification.
- 00:09 Clarify, clarify, clarify, I can't stress that enough.
- 00:13 So next you want to repeat the solution, okay.
- 00:18 So now we know exactly what the request is, we know the outcome they're after.
- 00:23 Now we wanna know that your solution is going to make sure that they leave happy.
- 00:28 Your customers are not always right, but they always leave happy, okay.
- 00:33 So we're going to repeat the solution and all of its details to the customer, okay.
- 00:39 So here's what we were able to do for you, it's x, y, z.
- 00:44 Okay, and you spell it out, you spell it out for them.
- 00:47 So that there's no question about what it is that you're going to do for
- 00:50 the client, or the customer.
- 00:52 Okay, you don't wanna gloss over anything.
- 00:54 Number two, check in with the customer.
- 00:57 See their reaction to the solution, right.
- 00:59 So now you're gonna be really looking for those verbal or nonverbal cues, right.
- 01:04 So you're listening for those verbal cues, you're looking for those nonverbal cues.
- 01:09 What are verbal and nonverbal cues?
- 01:11 So are they sighing, right.
- 01:14 Or are they like I just can't believe it, and they're upset.
- 01:18 Or a nonverbal cue, closed down.
- 01:23 Or are they frowning like just.
- 01:26 Right, so you have to pick up on that.
- 01:29 So you wanna check in with the customer to see their reaction.
- 01:32 You wanna clarify that what you're doing is gonna make them happy.
- 01:37 Simple, right?
- 01:38 Good, so you might say something like so to confirm,
- 01:42 we will be providing this solution.
- 01:45 Ask them does that work for you, or how do you feel about that?
- 01:50 And then you pay attention, listen to the words they tell you.
- 01:54 Watch them process that information, look at how they're looking at it.
- 01:58 Are they breathing shallow, are they upset?
- 02:00 Are they talking to somebody else?
- 02:02 Or are you moving in the right direction where they're shaking their head like
- 02:06 yeah, that sounds fair.
- 02:08 My gosh, this is awesome, this is better than what I would have come up with.
- 02:12 Okay, so you want to know, you want to clarify, right.
- 02:17 And you clarify by repeating the solution.
- 02:19 Repeat the solution and all of its details to the customer.
- 02:23 Check in with the customer to see their reaction to the solution, verbal and
- 02:27 nonverbal cues.
- 02:28 So to confirm, we will be providing this solution.
- 02:32 Right, or does that work for you?
- 02:34 Or, how do you feel about that?
- 02:37 Okay, make sense?
- 02:39 Good, you guys got this.
- 02:41 I'm gonna see you on the next video.
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