Most of the time, having an excellent product and good marketing is not enough. Some customers need to have an emotional bond with the company; they need a face, a name, and a voice to represent it. The customer doesn't buy from a system, but from people just like them.
Marketing favors the first purchase, but only an emotional bond with the brand will promote customer loyalty. Many entrepreneurs have vast knowledge about their product, management, and other necessary knowledge for the company's maintenance, but lack the sensitivity to build a bond with the customer.
What the customer really wants!
The customer seeks your attention; they want to be heard. In many cases, it will be necessary to listen to topics not directly related to your product, but that are necessary for the customer to build a bond with the seller. Thus, topics like family, humor, and weather may come up during the sale.
Tolerating and learning to take advantage of this is the smartest thing to do. Let them talk, listen with attention and interest, comment on what they have told you so they can get to know the person representing the company. If appropriate, share something about yourself too.
This is important for the customer to become familiar with the company and also to feel comfortable expressing their difficulties and dissatisfaction. By expressing them to the seller, they can take action to resolve the issue and prevent the customer from taking their criticism outside the company and damaging its reputation.
Don't do this as someone Machiavellian; be honest, allow yourself to know your customer and learn from them. Have the sensitivity to understand what the customer expects from your company. Because caring about people should be a basic characteristic of those who work with the public. You will gain more than money; you will gain experiences, knowledge, and even friends.