by Mary Williams
(Glasgow)
I often feel that pushing the sale at the end of the call means that the customer has little to no interest. Most customers I have spoken to in the past have also felt this, but what I have found is that if the agent can have a general and relaxed conversation about the customers interests, this not only serves to bring them onside but also leads to the customer highlighting their covert needs, and a skillful enough agent can recognize this and use it to make the sale.