As we continue to improve and build on the Top 10 Customer Service Skills List, we now understand the importance of creating memorable interactions with our prospects and customers, and we know:

• the power of a lasting first impression.
• how to build rapport and create trust. 

But, where would we be without mastering our questioning skills? What are the appropriate questions to ask, and what is discovery? Discovery frames your conversations around solutions. As successful sales and service people, we solve and assist with tailored solutions, and we don't just blindly speak and randomly push products/services.

Trust builds rapport.  Rapports builds relationships.  Relationships = long-term customers.  Let's walk through how we can maximize trust and rapport so we can create memorable customer interactions and lasting partnerships...

Trust is like an icicle- once it melts, it’s gone. Simple ways to gain your customer's trust:

• Ensure that your voice tone and body language is consistent with your words. Otherwise, your words will be of little significance.
• Actively engage with, and pay attention to, him/her when he/she is speaking.
• Do not interrupt.
• Allow him/herto speak.
• Give good eye contact.
• Give feedback to his/her statements, needs, and questions.
• Know your facts and figures, and speak to them honestly.
• Show that you are interested in his/her's well being.
• Do what you say that you are going to do.