Therefore a good way to improve your management of customer relationship is to find out what are your company's behaviors that irritate your customers ... up to hating you!
This record of customer relationship offers some valuable tips to make your customers love you, so please follow and use them as your ultimate "
customer service tool".
According to studies, it's the most cited reason why people have a horror of vendors, business people and customer service. Many sellers fail to listen to what customers and prospects say. In doing so, they fail to understand their biggest problems, needs and wishes.
Strange, but somehow in the collective mind, talking is selling. This is the case in almost all fields ans sectors.
From my point of view, in a sales process, it is for a prospect or consumer to make the most conversation.
What is the business people's reply: "But if they talk all alone, how can I sell my product?" - The key is to let the potential customer talk enough. Then propose a balanced solution to his problem or situation. Otherwise, how can you sell more or less exactly what the customer needs without letting him explain, because you beat the drum?
- Know your products on the fingertips
In this world of knowledge, there is no valid reason not to know thoroughly your products and services.
The reason is simple: not knowing enough your products or services, you lose respect of the customer ... and in case of business process, you lose the sale.
Knowing fully means taking a detached view on the product or service. To be able to offer the most suited product or service to make it the best solution to the problem expressed by the client.
The best service we can render ourselves is to learn all about what we sell!
This view of the customer relationship is valid for all company personnel: for both the commercial and the guy from technical support, and the one at the reception ... and also the person in charge of accounting.
- Avoid the lack of monitoring
As a salesman, you have 99% of chances to miss a sale if you do not call the prospect back at least once.
In fact, many commercials promise to do something (ask about a detail, render a service, etc.). And stand down by not ever re-contacting the customer. The funny thing is that unconsciously, potential buyers are using this propensity to neglect to make their final purchase decision. A sort of flirtation without follow-up ...
That's how it works:
- A potential customer asks for details, the seller promises to inform before a certain date
- The date in question happening ... and in the best case, the prospect calls back to awaken the seller to his promises
- As the sale was not made a big siren lights on the client side. If the seller is slow to respond BEFORE the sale is completed (the step of flirtation and courtship) ... how long it will take AFTER the sale is completed (marriage)?
In doing so, the lack of tracking the customer results in the loss of revenue. In commercial matters, often the fastest and most insightful wins the sale.
Lying includes:
* Hiding the truth (lying by omission)
* Boasting of nonexistent features
* Inflating features
* Providing false information
It seems that everyone has more or less already been "off-loaded" a small or large product/service.
The result is lost time to call customer service. Above all, we become skeptical about the credibility/confidence to be given to the company.
This is an extension of the first two points of managing customer relations. When we talk too much and don't listen enough, we can not have good situational awareness of the prospect (or client).
Over time, one can realize that about 1/4-1/5 of business/customer service people take the time to understand the client's environment: his situation, needs, concerns, what he wants, his constraints, etc..
This "group of 20-25%" makes the most sales and is most likely to retain its customers.
Of course, we must persist when selling or taking care of a client. But there is a certain "red line" that differentiates perseverance and relentlessness. While this is certainly a mistake to stop everything after the first "No" ... the boundary is being able to recognize that we will get nothing more by putting pressure.
In most cases, a true "no" means that the person does not see the value of the product / service or because he is not a sufficiently qualified prospect.
These tips of customer relationship are listed in order of importance, the latter being considered less important to customers and prospects.
By identifying these points of customer relationship in our own business, we are able to correct them. The benefits are numerous:
* Increased sales
* Improving the brand image / reputation
* Improved customer retention
* Improved customer service perception by the client
In small businesses, improving customer relationship often does not cost anything ... it is about changing the approach. This means that the gains are substantial!
