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Listen
Completion requirements
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As soon as you have identified yourself and asked if you can help, concentrate on listening. Don’t think about what you’re going to say next and avoid interrupting the customer.
You will avoid missing any information and any later confusion that this may cause.
It is useful to have a pen and paper ready to make a note of pertinent information. Reading your notes back to the customer will check your understanding of the customer’s requirements and will demonstrate to the customer that you have been listening and take his need seriously. These notes will ensure that you don’t need to repeat the conversation unnecessarily.
Listening is very important; you have two ears and one mouth, use them in that ratio.