In sales, especially when commission is involved, there’s a focus on the number of sales made rather than the quality of a sale. Because of this, customer loyalty can be low and valuable components of a sale, such as customer service, are lost.
Category: Customer Service/Assurance/Delivery
After you complete a sale, you probably won’t see your new client in person very often, if ever (if you even saw them in person to begin with). It can be difficult to keep the human aspect present in your business interactions after you make the sale. A lack of humanity can cause some clients to not think twice about switching to another company if a new deal comes along.
What got you into sales? For many, it’s the exciting thrill of pursuing, and winning, new business. But salespeople can be overly focused on a shiny new prospect, which can push their previously-won customers to the wayside.
What would you do if you lost your biggest client tomorrow? What have you done lately to ensure that doesn’t happen?
Are you out of sight and, therefore, out of mind when it comes to your clients? If you’re not engaging with your clients, what’s to stop them from considering your competition when it comes to call?
Salespeople in every industry face objections. And in the auto industry, one of the most common complaints involves the seller’s the trade-in offer.
Apologizing is an art form that is the backbone of customer service when things take a turn for the worst. Yet, many people don’t know how to effectively apologize to their customers, therefore potentially jeopardizing that business relationship.
Things go wrong; it happens. That’s a fact you have to accept quickly. An angry customer doesn’t want to hear what has gone wrong, especially if you have made promises and then broken them in the past.
It can be thrilling to “hunt” a prospect, eventually winning their business and cashing in the sale. But don’t let the excitement of getting new customers overshadow caring for current ones.
Think about the last time you bought something for yourself. After doing some initial research yourself, you probably asked some friends if they’ve had any experience with the product or service you were considering. Their answers were probably a make-or-break for your decision, right?
People’s opinions of everything are always changing, and while a solid start with continuing effort are part of what it takes to maintain customer loyalty, you can’t forget the details, says Shep Hyken in a CustomerThink article.
According to Joseph Michelli in a recent CustomerThink article, there are three common types of memorable moments: recent, peak and pain moments. If you want to be recommended to others by your current clients, hopefully you have made memories with existing clients in at least one of the main three categories.