LL - PEC WOW & Making small talk

How to WOW your customer with PEC (personal emotional connection). (PEC is basically making "small talk").

VIDEO TUTORIAL

Why is it important?

Small talk is an important way to start any new relationship.
It helps create a social bond and build rapport and PEC between 2 people.
The important part of small talk is to find something in common with the other person

.....Small talk leads to BIG talk!

What is small talk?

This type of conversation is sort of like talking about nothing in particular.

It's:

Not too important
Not too long (5 mins or less)
Not so serious (light hearted, funny, friendly)
Not too personal
Not too business like (about something other than "business")

With someone NEW you are searching for something you have in common

Like:

The weather - ask: "what is the weather like where you are today?"
- Once you ask the initial question you can go a bit further and let them talk about themselves for a bit! We all like to talk about ourselves now and then, right?
  I see you are calling from (AREA), what do people do there for fun? have you lived there long?
How was your weekend - ask: "did you enjoy your weekend?" or "any fun plans for your upcoming weekend?"
- You can then follow up with a statement that mirrors what the customer said about their weekend. Like, "yes, that does sound (amazing, fun, low key, relaxing etc).

Others

What are you looking forward to this week?

– “What did you do today?”
– “How's your day going?"
– “What’s the most interesting thing that happened today?”
– “How’d you end up in your line of work?”

With someone you already know (or a repeat customer) you can talk about something you already know you have in common! It's a great idea to note special things the customer might tell you so you can talk about it in the future.

Examples:

Special events
What type of dog they have
What they do on weekends
A recent vacation

From this point you can move on to business issues!

How would you apply this in a phone call?

RING RING...

AGENT: "Thank you for calling Vitalifi, this is Jake, who do i have the pleasure of speaking with today?"

Customer: Hi Jake, This is Mary Jones and I'm calling to find out how to get a refund for the VitaCell I received.

AGENT: "Sure, Mary, thanks so much for calling. I'm happy to help you. What happened with Vitacell?"

Customer: " I really wanted to like it, but it makes me have heart burn".

AGENT: "Oh i see, I'm so sorry to hear about that. You can try taking it with food to help prevent that".

Customer: "I tried with and without food and got the same result".

Agent: "Oh that's too bad, Mary. It's such a great product, but I'm happy to send you return instructions so you can get a full refund, no problem there".

In order for me to do that, let's look up your account. What is the email you used when you placed your order?"

Customer: "maryjones@gmail.com"

AGENT: "Great, give me just a moment to look up your account"

--- (ENTER SMALL TALK HERE TO BUILD PEC AND AVOID UNCOMFORTABLE SILENCE OR HOLD)

while viewing the account ask:

"So Mary, I see you are calling from Seattle Washington, what is the weather like there today?"

Mary says, "well.. it's sorta cold and rainy" = You can then ask if she's lived there a long time? how does she like it? what do people do for fun there?

- Maybe Mary will also ask you what the weather is like where you are and it's Ok to share that. "It's a bit cloudy for me today too!"

The goal with building PEC is to ASK the customer more questions and let them talk about themselves a bit. Keep it to 5 mins or less then move into the business at hand.

..."Awesome, Mary, that is so funny!

Now, I have found your account and see that you ordered 3 bottles of VitaCell last month. What I can do is email you our return instructions, you'll return your remaining product, email me the tracking number once you've dropped those in the mail and I will issue you a full refund as soon as I receive your email!