Every sales training manual reminds us of the adage that the customer is always right. The bottom line is that if your customer is not satisfied your business can suffer. When you think about it, it is really a one sided argument and it seems that you have to do everything right, or the customer will simply walk away. In any sales environment this is certainly true, so there is no point trying to run away from the fact that you should always be aiming to provide the best service for every customer in every circumstance, at every minute of the day.
It can sometimes seem like a daunting prospect to understand every customer and to respond accordingly each and every time without fail. But it is something that every business has to prepare for, and ensure that every staff member is equipped with sales techniques to progress the customer from enquiry to point of sale.
But when you dig deeper, the process is a little simpler than it might first appear. First of all, the customer has come into your store for a particular reason. The reason is that they are interested in something you are offering for sale, otherwise they wouldn't be there. Working on the assumption that a customer wants to buy something, all the salesperson has to do is help the customer make a decision.
The most vital part of customer service, at least in the early stages of the sale, is to discover exactly what the customer is looking for. This is done by simply asking questions. Sales staff do not need to be over inquisitive or feel they are being overbearing. The customer is in charge and if they are in the mood to buy, they will respond positively to the questions and provide information the salesman needs to close the deal.
Once you know what the customer is looking for, you will be clear about the benefits they are really seeking. It is important to use the customer's own language as you describe the product you are selling so that the benefits they have talked about can be repeated back to them. Paying attention to these details is all it takes for a customer to think they are being well looked after.
When a customer feels they are being shown products that will solve their problems and satisfy their desires, it is a simple step to ask for the sale and close the deal.
If you know who your customer is and exactly what they are looking for, you can rest assured that your relationship has reached a mature level of trust. It's important to keep things on a personal level and to always ensure you speak to the customer by name and show respect and concern at all stages.
Sales training which involves role-plays can assist staff to manage this sales process in a personal and effective manner to ensure that customers enjoy the experience and become trusted, loyal clients.
It can sometimes seem like a daunting prospect to understand every customer and to respond accordingly each and every time without fail. But it is something that every business has to prepare for, and ensure that every staff member is equipped with sales techniques to progress the customer from enquiry to point of sale.
But when you dig deeper, the process is a little simpler than it might first appear. First of all, the customer has come into your store for a particular reason. The reason is that they are interested in something you are offering for sale, otherwise they wouldn't be there. Working on the assumption that a customer wants to buy something, all the salesperson has to do is help the customer make a decision.
The most vital part of customer service, at least in the early stages of the sale, is to discover exactly what the customer is looking for. This is done by simply asking questions. Sales staff do not need to be over inquisitive or feel they are being overbearing. The customer is in charge and if they are in the mood to buy, they will respond positively to the questions and provide information the salesman needs to close the deal.
Once you know what the customer is looking for, you will be clear about the benefits they are really seeking. It is important to use the customer's own language as you describe the product you are selling so that the benefits they have talked about can be repeated back to them. Paying attention to these details is all it takes for a customer to think they are being well looked after.
When a customer feels they are being shown products that will solve their problems and satisfy their desires, it is a simple step to ask for the sale and close the deal.
If you know who your customer is and exactly what they are looking for, you can rest assured that your relationship has reached a mature level of trust. It's important to keep things on a personal level and to always ensure you speak to the customer by name and show respect and concern at all stages.
Sales training which involves role-plays can assist staff to manage this sales process in a personal and effective manner to ensure that customers enjoy the experience and become trusted, loyal clients.
By the way, do you want to learn more about Reference and Education? If so, I suggest you check Sales Training and Customer Service Training.
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