2. The Boomerang Process is used to gather more information from a customer when they start asking you questions. It will also help avoid addressing more issues than are directly affecting the customer at the time. If you rush to give the customer an immediate answer when they address you it can make them feel as if you are not really taking them seriously, and could place your relationship in further jeopardy. Keep in mind the best way to use the Boomerang is by inserting “strokes,” or positive comments about your customer’s qualities. Here is an example of a Boomerang Process:
Customer: How do you expect me to stay on track with this program when I have so many other aspects of my business to worry about?
Business Representative: You know that is an interesting question. Not a lot of customers take the time to contact me about this and just fall of track. Can I ask you a question?
Business Representative: In an average day how many times do you check your e-mail?
Customer: X times a day
Business Representative: Is that a lot?
Business Representative: Do you find it distracting?
Business Representative: It's an area a lot of people struggle with. Do you feel that by setting a time to check your e-mail twice a day you could find alternate time to dedicate to aspects such as your online learning modules?
A frustrated customer can be a stressful issue but when you’re prepared with a tool, like better questioning skills, it can make it a lot easier to handle. Can you describe a situation where open ended or boomerang questions could help you diffuse an upset customer? Take the time to sit down and list three recent issues and what you could do differently in the future to easy the situation.
Danielle is the Office Manager at Intelligent Conversations. In her dynamic role she is able to see many different aspects of the sales force development business. Her periodical blogs cover the best practices that she has found and implements on a day to day basis.