Real-Life Communication -- Solution
Here is an example of how an Internet consultant should talk to
a potential client:
"Hello, E-Tailor Consulting. How can
I help you?"
"Hello, my name is Judy Nubee. I got your number from
the Yellow Pages. I'm thinking about selling my products on the Internet,
but I don't know anything about it. Can I meet with you to talk about it?"
"Sure,
Ms. Nubee. My name is Pat Black, and I'd be happy to set up an appointment
with you. You say you're new to the Internet, is that right?"
"Yes.
I don't know much about it, but my friend suggested I get a website to sell
my soapstone carvings. People say they're quite good."
"That sounds
like a great product to sell on the Internet. We deal with many different
small- and medium-sized businesses, so I'm confident we'll be able to help
you. What I can do is sit down with you to talk about your needs, and then
my company can create a proposal for you, Ms. Nubee."
"OK. Can we meet
tomorrow at 2?"
"I'll schedule you in. I look forward to seeing you
then, Ms. Nubee."
"Thank you. Goodbye."
Ms. Nubee
is sure to feel much better about this company following this conversation.
She was spoken to politely and in simple language. Even if she doesn't end
up getting a website, she'll be likely to recommend E-Tailor Internet Consulting
to other people.
An Internet consultant is an expert in technology,
and technology changes at a rapid pace. Technical words scare many people.
People can be sensitive about being treated as stupid for not understanding
them. Therefore, a consultant must make an extra effort to be understood and
to be polite. Listening is also very important.
"Basic salesmanship
is you let the client do a lot of talking and then you figure out their hot
buttons, what it is that they're frustrated by, and then you address those
concerns," says Internet consultant Allan Todd.