The awareness of having to play a consulting only with the remote mode it has become a deafening issue for the numerous agents, intermediaries and consultants who continue to carry out their activities even in the midst of the health pandemic.
A capacity for action to be developed and implemented especially for the numerous insurance and financial intermediaries.
Remote consultancy does not use definitive schemes because each consultant follows a “track”, to be adapted through the consultant’s variations, skills and peculiarities. Each customer is different in type as well as the approach to be used becomes varied.
I customers have needs which must be valued and which cannot in any way appear as standardized. It is important to be able to understand the personalization of the consultancy and the serene approach that you want to convey. There is no fixed pattern and single approach that you can use. The “script” of a non-physical consultation it serves to generate a certain security, enhancing its particularities. Basically, this work management, if well understood, can become a new opportunity to carry out optimal consultancy.
The big shift in action practices and strategies practiced by post-pandemic consultants is the failing to meet face to face.
The last few months have seen an increasing number of consultants go through various types of difficulties in carrying out the profession and not all of them have immediately shown themselves ready for the technological approach, smart working and new perspectives of our current situation. Online meetings with customers, through digital platforms, have received a good feed from the customers themselves and today many have discovered the importance of comparison and meeting through platforms such as Zoom or Skype.
The topicality of the consultancy sees the emergence of voice as a contact tool with the customer. Analyzing the potential of the “voice” means concentrating on the initial phase of approaching the customer to overcome moments of communication difficulties, such as the opening phase, and to be able to immediately collect the customer’s or interlocutor’s attention.
If you carry out a telephone consultation it is necessary to change your approach, since all the elements of the body related to communication that help us convey the message you want to convey to the interlocutor are missing. Being able to carry out a telephone consultation means preparing a simple, exhaustive and quick verbal formula. The lack of “non-verbal” elements is balanced by “para-verbal” elements and therefore the accent used must be particular, fascinating, stimulating, ready to grasp all the signals that can strengthen the communicative element.
In this case the tone, rhythm, voice changes and emphasis of pauses become important. A message that must be understood, a relationship to be cultivated between the consultant and the client, giving meaning to emotions through the use of the voice. It is necessary to avoid transmitting a state of fatigue or particular emotional stress resulting from intense work through the little emphasis of communication and the flat tone.
Furthermore, it is wrong to consider the pause as a “communicative void”. The importance of the break is considerable in a current affairs consultation, as it can convey an expectation and generate further curiosity on the part of the client. Clients can hear when a consultation is relaxed, friendly and comfortable. Even if the means of communication changes, one must still be able to generate empathy, trust, effectiveness, always transmit a proactive and positive message and for the good of the customer.
It should never be forgotten that a customer, when he proceeds to adhere to a plan, start a policy, start an investment, undertake the opening of a foreign branch, an internationalization program and other ideas resulting from good advice, undertakes a economic commitment.
I new communication tools and the digitization they allow consultants to use the telephone, chats, applications, video calls, always following the customer, placing him at the center of communication, using and maximizing his product, savings or service. In most cases, the consulting activity takes place through the Whatsapp application which overcomes the traditional telephone call anchored to 35% of the consulting activity. 48% of contracts are signed by consultants who offer digital signatures, bypassing the exchange of paper documents to be printed and initialed.
Obviously, every time you contact a customer it is important to pay attention to the history of the customer’s products, the customer’s company and the customer’s history, a portfolio to capitalize on, above all, if ready to open up to the experience of emotional and cheap.
–
