How to Use Your Customer Service Skills as a Sales Tool |
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Posted By: Julie Shenkman In: Sales & Sales Management
How can I use my customer service skills to get ahead on sales? Learn more at SalesHeads.com.
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According to a study published by Purdue University, over 90% of the public’s perception is based on the customer service experience. This presents a huge opportunity for sales forces to capture clients through providing superior service. Simple changes such as providing a higher level of client management, product knowledge and turning a bad experience into repeat business, can drive long term success. Here’s a few tips for using your customer service skills as a sales tool.
Brushing up on Product Knowledge
If you visit a store, and the sales person is very nice, but doesn’t have in-depth knowledge about the products, how does that affect your experience? Most people agree that product knowledge is a powerful tool in the customer service experience. Having an in-depth understanding of your products, will build trust with the customer, and result in a purchase.
Keeping Clients out of Limbo
Nothing aggravates customers more then being placed in “customer limbo.” Simple actions, like calling customers back within 24 hours, and setting realistic expectations, can increase your customers overall experience. The customer will have a better impression of your business, be more likely to purchase, refer business, and buy again in the future.
Turning Bad Situations Around
Whether your company has made a mistake, or it’s a simple misunderstanding, how you handle an angry customer will determine the likelihood of repeat business. Research shows that even if a company makes a client angry, 70% of customers will do business with them again, if provided with a satisfactory solution. And, 95% of customers will come back again if the situation is handled right on the spot – no waiting required.
Shifting your Focus to Quality Customer Service
Often times, sales people are paid heavily on commission. This makes it temping to focus solely on volume sales. However, shifting your focus to the quality of the sale (instead of quantity), will payoff in the long-term, with repeat business, and even larger ticket purchases. Also, word of mouth is your most powerful marketing tool. Happy customers will spread the word, and provide referrals.
Focusing on quality customer service sales tools, will naturally drive up your overall performance. And, most salespeople will admit, that making customers happy increases their job satisfaction. Brushing up on these skills periodically will help secure long-term business, and increase results.
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