Clint Maxwell, an Independent out of Texas, learned that a good way to lower his customers' inhibitions was to tire them out with gab.
Why? One of the most important insights he gained on his own was how much the techs buy on impulse. Hence, he tries to keep them on his truck as long as possible; he does this by actively engaging them in conversation. Maxwell will spend as long as an hour talking with a customer about their personal interests. He insists this helps build strong customer relations. "If I get people (talking) on their things (hobbies) five more minutes, they’ll tell me something they want. I'll spend the extra time," he says.
The longer you can keep a customer engaged in a conversation, the more likely you can get them to agree to a big purchase.
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