How much business do you lose as a result of poor sales and customer service skills? If all your management, employees, and sales force work on some simple techniques, the returns in sales and customer satisfaction will amaze you!
FOCUSING ON THE CLIENT: A successful business must take the wants and needs of its clients into consideration. If you are able to listen and tailor the way you present your services or products to match each client’s individual needs or wants, it will result in a much more powerful and successful sales strategy than simply delivering a general, all-purpose pitch about a particular service or product that you are offering. Your message should highlight exactly how that particular service or product fits and suits this unique client. Personalize and focus on them.
1. Remember to accentuate the benefits, emphasize the points where you have a competitive advantage and the benefits the services or your products offer the customer.
2. At the same time, remember the more you know about your products or services and what they will do for the customer, the more likely you can prove to them its a valuable item for them.
DEALING WITH OBJECTIONS: Good customer services and sales skills require that you anticipate and deal with any reason the client may choose to challenge or not buy the particular service or product. Try to anticipate what the objections might be and have a response for those objections ready; you will be surprised at the results.
Also, a “no” today may very well mean a “yes” tomorrow. Often, when presented with new concepts and options, the customer will not be ready to make the decision at that time. You go over the products or services, the benefits, what the services and products can do for the customer, and you will be surprised as to how you may very well receive a telephone call in the near future to take advantage of your previous offer.
If you are focusing on the customer, you know your products or services, deal with the decision maker and deal with any possible objections, you stand a great chance of being successful in your efforts.
If your client believe that you are working with their best interest at heart as well as your own, they are more likely to be honest about what they view as their alternatives, and more able to listen to what you have to say. This will, overall, make for a more positive business relationship environment and assist you in developing good business working relationships.
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