Dale Carnegie said that “a person's name is to that person the sweetest and most important sound in any language.”
A study published in Brain Research magazine, shows that certain parts of our brain light up when we hear our own name. It prompts specific and unique responses in our minds.
When you need to recapture the attention of your customer, or get back into the conversation, the best way is by using the customer’s name. We are conditioned from birth to respond to our own name. You’ll get your customer’s full attention and he will tend to listen more closely.
But be careful not to use it too often. If overused, it can come across as insincere and condescending,