Understanding customer needs is absolutely crucial in the world of sales, and here’s why: it’s all about making genuine connections. By using sales qualification questions and open-ended sales questions, you’re not just selling a product or a service; you’re providing a solution to their specific problems or fulfilling their unique desires.
It’s like being a helpful friend who just happens to have exactly what they need! This connection not only boosts your sales but also builds lasting relationships. Employing discovery questions for sales and probing questions for sales, customers feel valued and understood, which, let’s be honest, is something we all appreciate. And when customers feel that kind of special treatment, they’re more likely to come back and even spread the word about how great their experience was.
For a deeper dive into mastering this approach, check out our blog “Nail your sales discovery process: questions and checklist”
Diving deeper into understanding customer needs isn’t just about asking the right questions. Asking open-ended questions in sales and sales discovery questions is about listening – really listening – to their answers. It’s like piecing together a puzzle; each need, concern, or preference they share is a piece that, when put together, gives you a complete picture of what they’re looking for. Through sales qualifying questions and sales closing questions, this insight allows you to tailor your approach, making your sales pitch more relevant and impactful.
It’s not just about making a sale. It’s about creating an experience that resonates with them personally. And when you get that right, you’re not just a salesperson. You’re someone who genuinely cares about making their life a little bit better. Incorporating open-ended sales questions examples into your dialogue is a powerful position to be in and one that can transform one-time buyers into loyal customers.
Let’s talk about a secret weapon in the world of sales: the art of questioning. Now, this isn’t about bombarding our customers with a rapid-fire quiz. It’s more like being a curious and attentive friend who genuinely wants to understand their needs. Imagine having a conversation where each question you ask gently peels back a layer, revealing what your customer truly desires or needs from your product or service.
It’s like being a detective in a friendly chat, where every question cleverly uncovers a piece of the puzzle, helping you build rapport and understand how best to serve them. This approach makes your customers feel heard and valued, and who doesn’t love that? Plus, it gives you invaluable insights into what makes them tick.
Introducing sales questioning as a tool is like handing a map to a treasure hunter. Each question guides you closer to the ‘X’ that marks the spot – in this case, your customer’s core needs and desires. But here’s the thing: it’s not about just any questions; it’s about asking the right qualifying questions, at the right time, in the right way. It’s about engaging in a conversation that feels natural and relaxed, yet is strategically designed to give you a deeper understanding of your customer.
Think of it as a friendly chat over coffee, where the conversation flows smoothly, and before you know it, you’ve gathered all the insights you need to make your pitch perfectly aligned with what your customer is seeking. It’s an approach that turns sales into something more personal and meaningful – for both you and your customer.
Asking the right questions in sales is a bit like being a skilled chef in a gourmet kitchen. Just as a chef uses the best ingredients to create a meal that delights the palate, a savvy salesperson uses well-chosen questions to craft a sales strategy that hits all the right notes. When you ask questions that are on-point, you’re essentially gathering the key ingredients needed to cook up a sales approach that’s tailored to your customer’s exact taste.
This means you’re not just offering a generic sales pitch; you’re serving up a solution that resonates personally with them. It’s a more thoughtful, customer-centric way to sell, and it can significantly boost the effectiveness of your sales strategy. Customers feel understood and appreciated, and that kind of positive experience is often what helps in closing the deal.
Moreover, the right questions can unlock valuable insights into your customer’s buying behavior, preferences, and pain points. It’s like having a roadmap to their decision-making process. With each answer, you gain a clearer understanding of what motivates them, what concerns they might have, and what kind of solutions they are really looking for. Armed with this information, you can fine-tune your sales tactics, making them more impactful and persuasive.
It’s not about pushing a product. It’s about presenting a solution that aligns perfectly with what they need and want. This strategy not only increases the likelihood of making a sale but also paves the way for building long-term customer relationships. After all, when customers feel that you truly understand and care about their needs, they’re more likely to trust you and remain loyal to your brand.
Let me share a story that perfectly illustrates the power of good questioning. Imagine a local bookstore owner, Emma, who’s struggling to increase her sales. Instead of just recommending popular titles to her customers, Emma starts asking them about their recent reads and what they loved about them. Through these conversations, she uncovers hidden gems in her inventory that perfectly match her customers’ tastes.
The result? Her customers leave not only with a book they’re excited to read but also with the feeling that Emma’s bookstore really gets them. They start coming back more often, bringing friends, and even posting about their unique finds on social media. Emma’s thoughtful questioning transformed her bookstore into a community hub, buzzing with book lovers who feel personally catered to.
In another example, let’s turn to a tech company that sells project management software. Initially, their sales team would dive straight into showcasing features and pricing. But, they decided to shift their approach, starting each sales conversation with questions about the specific challenges and needs of the potential client’s team. This small change made a big difference.
By understanding the unique pain points of each client, the sales team could tailor their demos to highlight how their software solved those specific issues. Clients were no longer just looking at a generic product; they were seeing a customized solution to their problems. Sales increased, and customer satisfaction soared, as clients felt they were purchasing a product that was almost custom-made for them.
Knowing your target audience is like having a secret roadmap to successful sales. Think of it this way: if you’re planning a journey, you wouldn’t start driving without knowing your destination, right? The same goes for sales. Understanding your target audience means you know exactly who you’re talking to, what makes them tick, and what they’re really looking for. It’s like being at a party and finding that person whose interests perfectly align with yours – the conversation just flows!
This knowledge allows you to tailor your approach, so it resonates more deeply with your potential customers. It’s not about trying to appeal to everyone; it’s about connecting more effectively with the right ones. When you know your audience, your messages hit home, making your sales efforts more relevant, engaging, and ultimately, more successful.
Moreover, knowing your target audience goes beyond just boosting sales; it’s about building lasting relationships. When customers feel understood, they’re more likely to trust your brand and stay loyal. It’s like having a friend who always knows what you need, sometimes even before you do!
This understanding also helps you anticipate market trends and customer needs, keeping you a step ahead in your business strategies. Plus, it’s a fantastic way to ensure your products or services evolve in a way that continually meets the changing needs of your audience. In short, knowing your target audience isn’t just a part of your business strategy; it’s the heart of creating a brand that’s loved, respected, and successful.
Before diving into conversations with your customers, doing some preliminary research is like doing your homework before a big test – it sets you up for success! Start by getting into detective mode: explore social media, forums, and review sites where your potential customers hang out. Pay attention to the language they use, the problems they discuss, and the solutions they seek.
It’s like eavesdropping on a goldmine of information, giving you valuable insights into their world. This research helps you understand their mindset, which in turn, allows you to craft conversations and solutions that are spot-on. It’s about getting a feel for their pulse – what excites them, what frustrates them, and what they are passionate about. This way, when you do engage, you’re not shooting in the dark; you’re armed with knowledge that can make your interactions more relevant and impactful.
Another great tip is to look into any available data or case studies relevant to your target audience. This could be anything from industry reports to customer surveys conducted by your company. Analyzing this data gives you a broader view of trends and patterns in customer behavior and preferences.
Think of it as assembling a jigsaw puzzle; each piece of information adds to a clearer picture of who your customers are and what they want. Also, don’t underestimate the power of direct customer feedback. If you have access to previous interactions, sales calls, or emails, reviewing them can provide rich insights into customer expectations and experiences.
Armed with this research, you’re not just prepared; you’re stepping into the conversation as a knowledgeable and considerate professional, ready to meet your customers exactly where they are.
Questions to Understand Basic Needs:
– Importance: This open-ended question gently nudges the customer to reveal their primary motivation for seeking your product or service. It’s like starting a journey at the root of their need. Understanding this motivation helps you tailor your approach to align with their specific goals or pain points.
– Importance: By asking customers to paint a picture of their daily routine, you get a vivid understanding of where your offering fits into their life or work. It’s like getting a sneak peek into their world, which helps you position your product or service as a seamless addition or solution to their everyday challenges.
– Importance: This question directly addresses the ‘pain points’. It’s like asking someone what’s bothering them so you can offer the right remedy. The answers help you focus on the features or aspects of your product that specifically solve these challenges, making your proposition more compelling.
– Importance: This is like asking someone what ingredients they like in their meal. It gives you clear insight into what the customer values most, allowing you to highlight those exact features or benefits in your offering. This way, you can ensure that what you’re selling aligns perfectly with their expectations.
– Importance: This question helps you understand the customer’s criteria for a successful outcome. It’s akin to knowing what the finish line looks like in their race. By understanding their success metrics, you can demonstrate how your product or service will help them achieve these specific goals, making your offering much more relevant and attractive.
Questions to Uncover Deep-Seated Challenges:
– Importance: This question is like gently probing a wound to understand its depth. It encourages the customer to share past frustrations or shortcomings with their current solution. These stories are gold mines of information, revealing deep-seated challenges and gaps that your product or service can aim to fill.
– Importance: By asking about obstacles, you’re essentially asking them to reveal the hurdles on their track. It helps you understand not just surface-level challenges, but the underlying issues they are facing. This insight is crucial for offering a solution that genuinely addresses these deeper, perhaps less obvious, problems.
– Importance: This question is like taking a journey through their past, present, and future. It helps you understand the trajectory of their needs, providing invaluable context about their changing challenges. This foresight can help you position your product as not just a solution for today, but as a valuable partner for their future challenges as well.
– Importance: This is like asking them to paint their dream scenario. It pushes the customer to think beyond their immediate needs and articulate their ideal solution, often revealing deeper, unspoken desires or requirements. This can help you understand their ultimate objectives and tailor your offerings to meet these aspirational needs.
– Importance: This question delves into the practical, often hidden aspects of decision-making within their organization. It’s like asking about the rules of the game they’re playing. Understanding these constraints helps you grasp the full picture of the customer’s situation, allowing you to offer solutions that are not just desirable but also feasible within their specific context.
Questions to Gauge Customer Priorities and Values
– Importance: Think of this question as asking someone to reveal their recipe for a perfect meal. It directly uncovers what matters most to the customer, helping you understand their ranking of features or benefits. This information is crucial for tailoring your presentation and emphasis to align with what they value the most in a solution.
– Importance: This is like inquiring about the ingredients they prefer based on their dietary habits. It’s a way to understand the values that drive their choices, be it sustainability, innovation, cost-effectiveness, or something else. Aligning your product’s strengths with their values can significantly enhance the appeal of your offering.
– Importance: This question is akin to asking someone to describe their dream date. It sheds light on their expectations for a vendor-client relationship, revealing insights into aspects like communication, support, and long-term engagement. Understanding these expectations helps you position your company not just as a provider, but as a partner who aligns with their desired way of doing business.
– Importance: This is like asking someone to visualize the finish line of their marathon. It helps you understand their end goals and what they hope to achieve, allowing you to frame your product’s benefits in a way that directly correlates with these desired outcomes. It also gives you a clearer idea of how to measure and demonstrate the value your product can deliver.
– Importance: This question is like asking how someone manages their time, budget, and quality expectations in their daily life. It helps you understand their decision-making process and the trade-offs they are willing to make. This insight is vital in proposing a solution that strikes the right balance according to their specific priorities and constraints.
Questions to Identify Decision-Making Processes:
– Importance: This question is like asking for a map of the terrain before starting a journey. It helps you understand the hierarchy and the influencers in the decision-making process. Knowing who holds sway and their roles allows you to tailor your pitch and communications to address the concerns and interests of each stakeholder effectively.
– Importance: This is akin to asking someone to narrate the story of how they plan a major event. It reveals the steps they go through, the evaluations they make, and the timelines they follow. Understanding this process helps you align your sales approach with their internal rhythms and expectations, ensuring you provide information and support at the right times.
– Importance: Think of this as asking about the ingredients that make up their favorite dish. It highlights the criteria they prioritize, such as price, quality, customer service, or innovation. Knowing these factors enables you to focus on and enhance the aspects of your product or service that are most critical to their decision-making.
– Importance: This is like asking someone to share their experiences from a previous adventure. It gives you historical context and can reveal patterns or preferences in their decision-making process. This insight can guide you in shaping a proposal that resonates with their proven methods and preferences.
– Importance: This question is like asking someone what they need to complete a puzzle. It directly asks what support, data, or resources they require to make an informed decision. This not only shows your willingness to assist but also gives you a clear action plan to meet their specific needs in the decision-making process.
Wrap-Up Questions:
– Importance: This question is like double-checking before you leave for a trip, ensuring nothing is left behind. It gives the customer an opportunity to bring up any lingering doubts or queries, ensuring that all their concerns are addressed. This helps in building trust and demonstrates your commitment to fully understanding and meeting their needs.
– Importance: Think of this as asking for any final thoughts before concluding a great conversation. It invites the customer to share additional information that might not have been covered but is crucial for their decision-making. This question can often bring to light important details that can significantly influence your approach or offering.
– Importance: This is akin to asking if someone fully understood the instructions to a new game. It’s an opportunity to clarify any aspects of your product or service that might not be clear. Ensuring the customer has a full understanding can help prevent misunderstandings and set clear expectations.
– Importance: This question is like asking for directions to the next checkpoint in a journey. It helps you understand the customer’s timeline and what they need to move forward. This insight allows you to align your follow-up actions and provide timely support to facilitate their decision-making process.
– Importance: This is like asking someone the best way to keep in touch after a meeting. It shows respect for their time and preferences regarding communication. It helps in setting up a follow-up that is convenient and welcomed by the customer, keeping the lines of communication open and tailored to their preferences.
Asking questions in sales is an art, much like creating a masterpiece, it’s all about using the right techniques at the right time. The tone of your questions plays a crucial role; it’s like the brushstrokes in a painting. Approach each question with a friendly and curious tone, as if you’re genuinely interested in understanding their story, not just making a sale.
This approach helps create a comfortable atmosphere, encouraging open and honest responses. Imagine you’re having a coffee with a friend, where the conversation flows naturally and both parties feel at ease. That’s the vibe you’re aiming for!
Timing is another key element, akin to the timing in a well-choreographed dance. Pose your questions at moments that feel natural in the conversation, rather than bombarding your customer with a rapid-fire quiz. It’s about striking a balance – being patient enough to listen, but also proactive in seeking the information you need. And don’t forget the power of follow-up questions!
They’re like the finer details that bring a picture to life. Follow-up questions show that you’re actively listening and engaged. They can unearth deeper insights and clarify any ambiguities, ensuring you have a complete understanding of your customer’s needs and preferences. Think of them as your tools for digging deeper, revealing the layers beneath the surface!
Active listening in sales is like having a superpower. It’s not just about hearing the words your customers say, but really tuning into the melody behind their words. Imagine each customer is a different genre of music; by actively listening, you get to appreciate the unique rhythm and nuances of their needs and preferences.
It’s like being a detective with a keen ear, picking up on clues hidden in their tone, choice of words, and even in what they don’t say. This deeper understanding enables you to respond more effectively, tailor your approach, and build a relationship based on trust and empathy. Active listening shows your customers that they’re not just another sale to you, but individuals whose opinions and needs genuinely matter.
In the dance of a sales conversation, active listening is your rhythm – it guides your responses and the questions you ask next. It’s not just about waiting for your turn to speak, but about really being present in the conversation. When you listen actively, you create a space for customers to express themselves freely. This not only makes them feel valued and understood, but also provides you with invaluable insights.
These insights are like pieces of a puzzle; they help you see the bigger picture of what your customer truly needs. By mastering active listening, you turn ordinary sales interactions into opportunities for meaningful connection and successful outcomes. It’s a skill that transforms the way you engage with customers, making each interaction more than just a transaction, but a step towards a lasting relationship.
Tailoring your sales questions to fit different products, services, or customer types is a bit like being a chef in a gourmet restaurant. Just as a chef adjusts their ingredients to suit different palates, you modify your questions to cater to the specific tastes and needs of each customer.
For instance, when selling a high-tech gadget, your questions might focus on technical features and innovation, whereas for a lifestyle service, you might ask about personal preferences or daily routines. It’s all about matching the flavor of your questions to the nature of your product and the customer’s palate.
Understanding the unique characteristics of each product or service allows you to craft questions that resonate more deeply with the specific interests and concerns of your customers.
When it comes to different customer types, think of it as hosting a party with a diverse guest list. Each guest, or customer, brings their own background, experiences, and expectations to the table.
A seasoned professional in your industry might prefer direct, detailed questions, while a newcomer might appreciate simpler, more explanatory queries. It’s like adjusting the music and lighting to suit the mood of each guest. Paying attention to verbal cues, industry jargon, and even the customer’s body language can guide you in fine-tuning your questions.
This personalized approach not only enhances the customer’s experience but also demonstrates your commitment to meeting their unique needs. It’s about making each customer feel like the guest of honor at your party, fully understood and sincerely catered to.
Adapting your sales questions to match diverse customer profiles and scenarios is a lot like being a versatile actor on stage. Each customer interaction is a different scene, and you’re the star who adeptly adapts to each role.
For instance, if you’re dealing with a tech-savvy young entrepreneur, your questions might be more forward-thinking and tech-focused. Contrast this with a seasoned business owner who might appreciate questions that delve into reliability and long-term ROI. It’s about reading your audience and modifying your script accordingly.
This approach ensures that your questions are not only relevant but also resonate on a personal level. You’re essentially speaking their language, whether it’s the lingo of a tech enthusiast or the seasoned vernacular of a business veteran. It’s about connecting with them in their world, making them feel understood and valued.
In different scenarios, your questions also need to shift gears. Let’s say you’re at a bustling trade show. Your questions might be concise and impactful, designed to grab attention in a busy environment. In a one-on-one meeting, however, you have the luxury of delving deeper with more reflective and comprehensive questions. It’s like being a chameleon, seamlessly adapting to the environment you’re in.
This ability to modify your questioning approach based on the scenario shows your versatility and commitment to providing personalized experiences. It’s not just about the questions you ask, but how and when you ask them, ensuring that every interaction is tailored to the customer’s current situation and comfort level. Adapting your approach in this way can transform a standard sales pitch into a meaningful conversation that leaves a lasting impression.
Navigating the world of sales questions can sometimes be like walking through a maze – it’s easy to take a wrong turn. A common misstep many salespeople make is overwhelming the customer with too many questions, one after the other, turning what should be a conversation into an interrogation. It’s like being at a dinner party where someone fires questions at you non-stop without giving you a chance to digest your meal.
The key is balance. You want to gather essential information without making the customer feel like they’re under a spotlight. Another frequent faux pas is asking only closed-ended questions that yield simple ‘yes’ or ‘no’ answers. This approach can stifle the conversation and limit the depth of insight you can gain. It’s like only skimming the surface of a lake when there’s a whole world to explore beneath.
Another pitfall to watch out for is not actively listening to the customer’s responses. Imagine having a conversation where you’re only waiting for your turn to speak rather than truly listening to what the other person is saying. This can lead to missing critical information and can make the customer feel unheard and undervalued. It’s crucial to listen with intent, showing genuine interest in their answers.
Also, avoid making assumptions based on previous experiences or biases. Each customer is unique, and treating them with a one-size-fits-all approach can lead to misaligned solutions. It’s like giving everyone the same gift without considering their personal preferences. Remember, effective questioning in sales is as much about avoiding these common mistakes as it is about asking the right questions in the right way.
When turning customer responses into tailored solutions, one common mistake to avoid is jumping too quickly to a solution without fully understanding the customer’s unique situation. It’s a bit like a doctor prescribing medicine before fully diagnosing the ailment. You might have a fantastic solution in mind, but if it doesn’t align perfectly with the customer’s specific needs and pain points, it might miss the mark.
The key is patience and thoroughness – taking the time to really digest what the customer has shared, and then crafting a solution that fits like a glove. It’s about creating a bespoke suit, not just picking one off the rack. This approach not only increases the likelihood of meeting the customer’s needs but also demonstrates your commitment to providing personalized service.
Another pitfall is overcomplicating the solution. Sometimes in our eagerness to impress or provide value, we can overwhelm the customer with too many options or too much technical jargon. It’s like giving someone a map filled with unnecessary routes and details when all they need is a straightforward path to their destination. Keep it simple and clear.
Your solution should not only be tailored but also easily understandable and actionable for the customer. They should feel enlightened and empowered by your proposal, not confused or burdened. By avoiding these common mistakes and focusing on clear, customer-centric solutions, you’re much more likely to build trust, satisfaction, and long-term relationships with your clients.
Leveraging customer responses for sales success is like being a master chef who perfectly seasons a dish based on a diner’s feedback. The key is to actively listen and adapt. When a customer shares information, view it as a golden opportunity to tailor your approach. For instance, if a customer expresses concern about a specific feature, address it directly and show how your product or service can alleviate that concern.
It’s like picking up on subtle flavors in a recipe and adjusting accordingly to suit the diner’s palate. This approach not only demonstrates that you’re paying attention but also that you’re committed to finding the best fit for their needs. Remember, each response is a clue to what the customer values and how they make decisions. Use these insights to fine-tune your pitch, making it as relevant and compelling as possible.
To avoid questioning pitfalls, one effective strategy is to prepare a diverse set of open-ended questions that encourage detailed responses. This is like having an array of spices at your disposal, ready to add depth and flavor to a conversation. Open-ended questions invite customers to share more than just a yes or no, giving you a richer understanding of their needs and preferences.
Additionally, avoid making assumptions. Each customer is unique, so let their responses guide your understanding rather than past experiences. And most importantly, create a conversational balance. This is like a dance where both partners move in harmony; your questions lead, but you also need to follow the customer’s cues and responses.
By employing these strategies, you turn questioning from a mere sales tactic into a powerful tool for building rapport, trust, and ultimately, achieving sales success.
The importance of after-sales service and customer relationship maintenance in the sales process can’t be overstated. It’s like tending to a garden; you don’t just plant the seeds and walk away, you nurture them to ensure they grow and flourish. After closing a sale, the journey with your customer is far from over.
Excellent after-sales service is the water and sunlight that keep the relationship thriving. This includes follow-ups to ensure customer satisfaction, addressing any issues they might encounter, and providing ongoing support.
It’s about showing your customers that their happiness and success with your product or service matter to you, even after the transaction is complete. This level of care and attention not only fosters customer loyalty but can also turn a one-time buyer into a lifelong advocate for your brand.
Furthermore, maintaining a strong customer relationship is like keeping a friendship alive; it requires consistent effort and genuine interest. Regular check-ins, updates about new products or services, and personalized offers based on their interests can keep the relationship fresh and engaging. It’s not just about staying in touch; it’s about staying relevant and valuable in your customer’s life.
Remember, a satisfied customer is your best marketing tool. They’re more likely to recommend you to others, share their positive experiences, and come back to you for future needs. In a world where competition is fierce, excellent after-sales service and relationship maintenance are not just nice-to-haves; they’re essential ingredients in the recipe for long-term business success and customer happiness.
The Magic Trio in sales – great questions, active listening, and lasting customer bonds – is like the perfect blend of ingredients in a gourmet dish. Each component plays a vital role in creating a memorable and satisfying experience. Great questions are your tools for uncovering the rich flavors of your customer’s needs and desires. They’re like the spices that bring out the best in a dish.
By asking insightful, relevant questions, you tap into what your customer truly seeks, laying the groundwork for a solution that resonates deeply with them. It’s about peeling back the layers to understand the heart of their challenges and aspirations.
Active listening is the second crucial ingredient in this trio. It’s the skill that allows you to fully absorb and appreciate the information your customers share. Imagine it as savoring every bite of a meal, understanding the subtleties and nuances of each flavor. When you actively listen, you show your customers that they are heard and valued. This forms the basis of trust and connection, essential for building lasting bonds. These bonds are the final, sweet fruit of your efforts, representing relationships built on mutual respect and understanding.
They transform one-time transactions into ongoing partnerships, where customers feel a sense of loyalty and trust towards you and your brand. In the dynamic world of sales, this Magic Trio is your recipe for success, creating experiences that customers cherish and return to, time and again.
Boosting customer happiness with just the right questions is akin to being a skilled navigator, guiding a ship smoothly through the seas. The right questions act like a compass, leading you to the heart of what your customers truly seek and value. When you ask questions that are thoughtful and relevant, it shows that you’re not just interested in a sale, but in understanding and addressing their specific needs and concerns.
This approach is like a warm, inviting conversation over coffee, where the customer feels genuinely cared for and listened to. Each question you ask is an opportunity to delve deeper into their world, uncovering the nuggets of information that can lead to a solution that delights them. It’s about striking that perfect balance between being inquisitive and empathetic, ensuring the customer feels comfortable and valued throughout the interaction.
Furthermore, the right questions can illuminate the path to customer happiness in ways that go beyond the immediate sale. They can reveal insights about the customer’s long-term needs, preferences, and even future aspirations. This is like planting seeds for a beautiful garden of ongoing satisfaction and loyalty.
By understanding what makes your customers happy, not just today but in the long run, you can tailor your products, services, and overall customer experience to better meet these evolving needs. In essence, the right questions don’t just open the door to successful sales; they pave the way for a lasting relationship where the customer feels understood, appreciated, and happy. This is the kind of customer experience that not only brings them back but also turns them into enthusiastic ambassadors for your brand.
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