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When you make an emotional connection with your customer, they feel that you care. You took the time to identify with them as a human being vs. just being another transaction. One simple technique to help do this is called CUS.

CUS is an acronym that stands for:
I’m concerned….
I feel uncomfortable…
I feel scared….

It originated as a technique for staff to use with physicians as a way to
express their level of disagreement or discomfort with an action or inaction affecting patient safety.  Try using it in your business or organization – it can work anywhere. For example:

“Tell me what concerns do you have about this new phone?

“I want you to be comfortable as possible, tell me is there anything about the phone that makes you uncomfortable?”

“I want to do all I can to ease your mind. Is there anything that is making you feel anxious about this purchase?

People want to do business with people who they feel care about them as individuals and that are in partnership with them. The CUS technique helps you to achieve this kind of relationship.

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