Skill Level Beginner
(whooshing) - Recently I went to buy a replacement charging cable for my laptop. I found a sales person and told him what I needed. He turned around and grabbed a cable off the shelf and he handed it to me. It didn't look like what I had before, so I asked, are you sure this is the cable for my laptop? He said, "That's it." I got the cable home and can you believe it, (sighing) it didn't fit. Now technically, the employee heard me but he didn't listen to me.
He didn't listen to the concern in my voice and dig deeper to make sure I had the right product. He dismissed me, and of course, I had to make another trip back to the store and I wasn't happy. My name is Myra Golden, and I'm a customer service trainer. In this course, we're going to talk about the difference between listening just to reply, like the guy in my story, and listening to understand your customer, using probing questions. Plus, I'll show you how great listening skills can help you link what's known as the communication chain so that you never leave your customers unheard and unsatisfied.
So join me in this LinkedIn learning course and learn just how important listening is in retail sales and how you can get even better at it with each interaction.