I'mthe Customer. I have lots of money and I'm going to spend it. Take care of me and I'lltake care of you. I'll encourage my friends to come to see you. I'Il come back when Ineed more of what you sell. All you've got to do is to satisfy me. Notlong ago, I needed new business telephone lines and numbers. I called and was greetedby one of the friendliest voices I'd ever heard. Immediately, I felt comfortable. Theperson thanked me and put me completely at ease. Her greeting was mosteffective. Yours can be, too. All you have to do is to be aware of the importance ofgreeting people and then learn some simple techniques: Thankcustomers for coming in, contacting you, or seeing you. This is not what a newreceptionist did the last time I went into the dental office. I walked in and stood at thecounter for at least a minute. She knew was there, but she didn't acknowledge me.Finally she looked up, showed no reaction-no smile, no warmth - and said,"Sign in! " Her inattentiveness left me feeling less than thrilledabout being there. Tunethe world out then in. Another technique is to tune the world out and customers in.How often do you talk to yourself when you should be focusing on your customers?It's easy to do this and it can be damaging to customer relations. Goodcustomer service isn't just painting a smile on your face and performingcertain actions. People quickly see through thinly veiled attempts at niceness. Mostpeople who work with people don't really know what business they're in. Most think they'rein business to deliver products or services. They don't know they're inbusiness to give benefits to people. Manyin retailing, telemarketing, medical' office, or other places where people spendmoney, don't know how to identify the real needs customers have. How do you goabout identifying people's needs? First, understand people's needs aren't for theproduct or service, but for what that will do for them. Customers don't buy carsto have a vehicle to drive. They do it so they can keep up with the Joneses, getgood gas mileage, or save money. Amost important part of your contact with customers will be to find out what their needsare-the payoff they want from what you sell. Ask open-ended questions. Thesecall explanations because they contain the words who, what, where, why, whenand how. Not only will these questions help you understand a person's needs,you will also strengthen rapport by showing concern and listening.
The word 'payoff' in paragraph 8 is closest in meaning to ______.
A、payment you made
B、return on investment.
C、wages you received
D、money from an insurance claim
【正确答案】：B
