Many would suggest that to succeed in sales and service it's important to have all the right answers; but while I too think knowledge is important, I suspect that asking all the right questions is what really matters most.
Let me illustrate by way of example:
Some time back I was shopping for a flat screen TV. My first stop "Ah … what's the difference between all these different brands and models … and … um … which one is better?" he led me on a journey from set to set while citing at great length all of their technical specifications.
He talked of DPI, NPR, HDMI as well as the intricacies of NTSC, ATSC and QAM tuners, then compared Plasmas, LCDs and LEDs and even a few 3Ds in terms of contrast ratios and video frame versus screen refresh rates.
Clearly this guy knew his stuff, but after about … Read More