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Last updated on 2024年7月15日

How do you respectfully persuade customers?

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Persuading customers is a key skill for customer service professionals, but it can be challenging to do it respectfully and effectively. You don't want to come across as pushy, rude, or manipulative, but you also want to help customers make the best decisions for their needs and goals. How can you balance these objectives and communicate with confidence and empathy? Here are some tips to help you respectfully persuade customers in different situations.

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1 Understand their needs

Before you try to persuade anyone, you need to understand what they want, what they need, and what they value. This means asking open-ended questions, listening actively, and summarizing their main points. By doing this, you show respect for their perspective, build rapport, and identify potential gaps or opportunities in their current situation. You also demonstrate your expertise and credibility by showing that you care about their problems and solutions.

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Claudio Varga, CPXP

Teaching Healthcare Leaders How to Be Bold on LinkedIn | Speaker. Author. Ghostwriter | Expert in Urgent Care Operations | Certified Patient Experience Expert | Past President California Urgent Care Association
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Every business should already know why their customers come to them in the first place. But getting to know what your customer's true needs are on an even deeper level is tremendously valuable. Like detective work—it’s all about asking the right questions and really listening to the answers. When you use open-ended questions, you’re not just hearing them; you’re having a conversation with them. This approach builds a connection as well as trust. Summarizing what they’ve said shows you're on the same page, and understand what they are saying. Demonstrating that you understand and care about their needs not only establishes your credibility but also sets the stage for a solution that feels personalized and thoughtful.

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2 Offer benefits, not features

Customers are more likely to be persuaded by how your product or service can benefit them, rather than by what it does or how it works. Therefore, you need to focus on the benefits that match their needs and goals, and explain how they can improve their situation or solve their pain points. For example, instead of saying "Our software has a cloud-based backup feature", you could say "With our software, you can access your data anytime, anywhere, and never worry about losing it".

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Claudio Varga, CPXP

Teaching Healthcare Leaders How to Be Bold on LinkedIn | Speaker. Author. Ghostwriter | Expert in Urgent Care Operations | Certified Patient Experience Expert | Past President California Urgent Care Association
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Always remember that customers only care about one thing: What's in it for them. The only reason they are purchasing a product or service from you is because they believe it will add something valuable to their life. This can be extra time, or happiness or prestige, or a number of other positive things. Create your marketing messages around the benefits that the customer will experience from your product or service, and you'll be 90% of the way there. When discussing your product, try to see things through their eyes and focus on how you can help them. It's not about how many bells and whistles your product has, but about how good the customer will feel with a product that helps them in so many ways.

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3 Use positive language

The way you phrase your messages can have a big impact on how customers perceive them and respond to them. Using positive language can help you create a more friendly and optimistic tone, and avoid triggering negative emotions or reactions. For example, instead of saying "You can't do that with our product", you could say "Our product can do this for you". Instead of saying "That's a bad idea", you could say "That's an interesting option, but have you considered this one?".

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4 Provide social proof

Sometimes, customers need some reassurance that they are making a good choice, and that others have had positive experiences with your product or service. This is where social proof can help you persuade them by providing evidence of customer satisfaction, trust, and loyalty. You can use testimonials, reviews, ratings, referrals, or case studies to show how other customers have benefited from your offer, and how they have overcome similar challenges or achieved similar goals.

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5 Handle objections

Even if you follow the previous tips, you may still encounter some objections or resistance from customers who are not ready to buy, or who have some doubts or concerns. This is normal and expected, and you should not take it personally or get defensive. Instead, you should handle objections respectfully and professionally, by acknowledging them, empathizing with them, and addressing them with facts and logic. You can also use questions to uncover the root cause of the objection, and to guide the customer to their own conclusion.

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6 Ask for the action

The final step in persuading customers is to ask them to take the action that you want them to take, whether it is to buy, sign up, subscribe, or anything else. You should not be afraid or hesitant to ask for the action, as this shows confidence and assertiveness, and helps you close the deal. However, you should also not be too aggressive or forceful, as this can backfire and make the customer feel pressured or uncomfortable. You should use a clear and direct call to action, and give the customer a reason to act now, such as a limited-time offer, a discount, or a bonus.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Johnathan "BIG JOHN" Francis

Founder at SHIOCK | Author | Shiocking Customer Service, Organisations & Brands back to life
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Buyers are a lot more educated these days, there are lines that shouldn't be crossed and over-playing or over hyping a product or service without back-up is a sure way to losing a customer. There would be a few that might be convinced but you'd be found out eventually. The desire to close a deal this badly would also give a hint of desperation, which might turn out negatively.

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How do you respectfully persuade customers?

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2

3

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5

6

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1 Understand their needs

2 Offer benefits, not features

3 Use positive language

4 Provide social proof

5 Handle objections

6 Ask for the action

7 Here’s what else to consider

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