Advanced Selling Skills That Can Cut Client Churn

advanced selling skills

Client churn continues to challenge sellers; specifically, over a quarter say overcoming churn is getting even more difficult, according to SalesFuel’s research. But the good news is that employing advanced selling skills can help sellers reduce client churn.

360Leads reports, “While customer churn happens in every operation, according to research from Bain & Company, a 5% increase in customer retention can increase profits by 25 to 95%. So, it’s worth prioritizing.”

Why churn happens and the advanced selling skills that can help

There are many reasons why a client may leave a vendor, and often, it’s a combination of more than one factor. According to 360Leads, two common reasons behind churn include:

  • Product or market fit. Perhaps the industry has shifted since the client first purchased, or maybe they never were a great fit for the product or service. Either way, the issue of fit continues to be a top driver of churn.
  • Customer experience. Sellers should never wipe their hands clean of a client after closing. The customer experience they receive is what will keep them loyal long after they purchase.

Being proactive to avoid churn, rather than reactive and scrambling after losing a client, is an easier, and less costly, solution. By relying on advanced sales skills from the very beginning of relationship, sellers set the stage to retain their clients and keep revenue going. 360Leads shares seven skills that reps should actively practice, two of which are highlighted here.

Define a roadmap for new clients.

By creating a journey for each new client, you ensure that their future path with you aligns with their own needs and expectations. “Pull together an onboarding package for new customers to familiarize them with the entire suite of products or services that you offer, to capitalize on their enthusiasm and show them everything they have at their disposal as a valued new customer,” 360Leads advises. “The first email should thank them and welcome them while introducing all the popular features to help them warm up to the tool/​service/​product you are offering.” 

Showing them what to expect, and that you are with them from the very beginning, sets the stage for success for you both. And, by adjusting this roadmap as needed, you ensure that your solution will always be a fit.

Request feedback.

This advanced sales skill is a soft one and one that reps don’t always put into practice. But by soliciting feedback from clients, you can monitor their levels of satisfaction and adjust things accordingly if needed. It also shows that you care about their experience and are committed to its continuing improvement. Just make sure that you know how to professionally receive feedback, even if it’s critical. For tips on how to embrace, and learn, from feedback, check out our own advice.

Not sure how to ask for feedback? Retently notes that there are many ways sellers can tap into client sentiments:

  • Social media monitoring
  • Live chat
  • Feature request boards
  • Customer surveys
  • Quarterly reviews

Acting on the feedback by implementing solutions ASAP, acknowledging how important customers’ suggestions were, and responding to clients to let them know the issues they reported were fixed are great ways to close the feedback loop,” Retently points out.

Advanced sales skills can keep churn at bay

These are only a couple of the sales skills that sellers can employ to prevent client loss. By being knowledgeable about churn causes and taking actionable steps, you can prevent loss. Implementing advanced skills will help you retain, and satisfy, your client base.

Photo by Christina @wocintechchat.com

Jessica Helinski

Jessica Helinski

Jessica is a senior research analyst for SalesFuel focusing on selling to SMB decision-​makers. She also reports on sales and presentation tips for SalesFuel Today. Jessica is a graduate of Ohio University.