Give the conversation a clear starting point
Start with the reason for the meeting and check what the customer wants to cover. Keep the opening short enough for them to respond. “I’d like to understand what you’re looking for, then look at the options that fit. Is there anything you want to make sure we cover?”
Treat that opening as an example to adapt. A returning customer with a specific question may need a direct answer first. Prepare the opening for the person and the situation, rather than memorising one introduction for every call.
Ask about the words that could mean several things
Words such as “flexible”, “better” and “too complicated” leave room for interpretation. Ask what the customer means in their situation. If they want a better location, find out which part of their everyday routine they want to change.
Ask one question, then let them finish. A useful follow-up might be: “What is difficult about that at the moment?” Listen for the example before deciding which product detail to introduce.
Check your understanding before explaining
Summarise the point in plain language and invite a correction. “So the main issue is having somewhere quiet to work during the day. Have I understood that correctly?” Use their priorities to choose what you explain next.
After your explanation, check whether it answered the question. If it did not, ask which part is still unclear. More information is only useful when it addresses what the customer is trying to understand.
Practise the part where you usually rush
Try a short role play with a colleague. Ask them to give one answer that is deliberately vague. Your task is to understand it before describing the product. Afterwards, ask them which question helped them explain their situation and where they felt interrupted.
Repeat the exchange with one adjustment, such as a shorter opening or a more precise follow-up question. End by agreeing a next step that fits the conversation. That could be checking a detail, arranging another discussion or accepting that the offer does not fit.
Practise your next conversation.
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