What should agents do if a customer wants information on a different product during a conversation?

When a customer expresses interest in a different product during a conversation, it is effective for agents to continue the discussion at that moment. This approach allows the agent to address the customer's immediate interests and needs while maintaining engagement. By providing information on the different product, the agent demonstrates attentiveness and responsiveness to the customer's wishes, fostering a positive customer experience.

Continuing the discussion helps the agent to assess the customer's needs in real-time, allowing for a more tailored dialogue. Additionally, it can lead to opportunities for cross-selling or upselling by accommodating the customer's curiosity and potentially providing solutions that align with their interests. This strategy can enhance customer satisfaction and trust in the agent's expertise.

In contrast, pausing the conversation could disrupt the flow of communication, while scheduling another talk might frustrate the customer who is eager for information. Redirecting the customer to another agent could create an impression of disconnection or lack of assistance and might lead to a less cohesive experience. Therefore, maintaining the momentum by continuing the discussion is the most beneficial approach for both the agent and the customer.