What is the LAMA© technique and how does it work?
LAMA© stands for – Listen, Acknowledge, Make a Statement, Ask a Question – It is a way to manage and guide conversation purposefully.
This technique will no doubt become your most useful and rewarding tool in interacting with everyone in your life, including your peers, subordinates, superiors, family and friends. The LAMA© technique will enable you to initiate and maintain a constructive dialogue with everyone! Your skillful use of this technique will allow you to affect great changes and improvements in your conversations whether you’re in sales, customer service, call center coaching, or in your personal life.
How the LAMA© came to be
When Judy started in Real Estate sales years ago, she was willing to make her cold calls and was not a bit afraid to do it. Judy also wanted to build a relationship with everyone, whether they did business with her or not. So, after getting the phone slammed on her ear, and hearing a few “choice” words from prospects, she decided to abandon the “urgency” and “dialing for dollars” techniques that she was taught and started to talk to her customers. She had the strange idea of having a “conversation” with a client as if they were a friend. She really just wanted to help them sell their house
When Judy started doing it like this she got great results…But, she still didn’t know exactly how she did it? So, she tape recorded all of her conversations for months. (This used to be perfectly legal) One day after listening she noticed a rhythm and certain flow that she had with every single prospective client. She noticed that when her client said anything, she listened and commented in a positive way to what they said. Soon she began to notice all the things that she did on a regular basis and that those things seemed to be “liked” by the customer. She started by listening and ended on a question. That was the beginning of controlling every conversation without being pushy, greedy, urgent, or tricky.
If you learn and use this method you will, cause a relationship, keep a conversation going as long as you like, you will endear your customers to you, and the conversation will take only as much time as necessary because you will be able to maintain the focus. You will save call time, you will increase your sales, you will maintain relationships with your external and internal customers, and keep your customers for life!
All you have to do is LAMA© – Listen, Acknowledge, Make a Statement, and Ask a Question!