Your customer service business training Information
Always, but especially during lean times, effective sales professionals know the importance of communicating value. Budgets – if they ever were discretionary – are tighter. Business customers are being asked to do more with less. Decisions are increasingly less on WHERE to spend the money and more on WHY we need to spend the money.
Value is the customer’s perception of your worth, excellence, usefulness, or importance with respect to them or their business. Value addresses the customer’s question, “What can this person or company do for me?”
Even spending time on the phone with you must return something of value to the customer. You must initially and continually earn the right to have the customer invest their time and money with you.
Position value by explicitly answering these questions throughout the sales cycle:
• How much? (What can the customer expect to gain by doing business with you in terms of increased sales, lower costs, etc.?)
• How soon? (When will the customer be able to receive the value? This is a critical question in today’s economy.)
• How sure? (Where is the proof that the customer will in fact attain the value stated? References and examples are critical.)
How would YOU answer these questions for each of your prospects or customers? If you don’t have the answers, expect resistance. If you do have answers and your solution is directly linked to your customer’s articulated needs, you will be successful even in these difficult times.
Successful reps tell their customers what the value to them is – customers shouldn’t have to work to figure it out themselves. If you don’t explicitly quantify the value your customer can expect to receive, and your competition may be doing this work for your customer, who is going to win the business?
This information comes from Forming Business Relationships, a module in Entelechy’s High Performance Sales training. Check out this module as well as our 40 other modules, training tools, and eGuides at www.unlockit.com.
Terence R. Traut is the president of Entelechy, Inc., a company that helps organizations unlock the potential of their people through customized training programs in the areas of sales, management, customer service, and training. Terence can be reached at 603-424-1237 or ttraut@unlockit.com.
Article author: Terence Traut
This article distinguishes proactive selling from reactive selling and illustrates the technique and benefits associated with proactive selling.
Are you getting “no’s” bleed from customers saying no too often? Try asking questions that can’t be answered with a no. Try proactive selling.
Reactive Selling
Much of the time, we adopt a reactive posture with our customers. We “lob” a statement or benefit over the fence and wait for the customers to respond to the statement or benefit. Then we react to their response. Reactive statements include:
• “I’m calling to see if there’s anything we can help you out with today.” lob … wait … The response usually is “No, not today. Thank you.” Our reaction is “Well, if something comes up….”
• “Last week I sent you our line card and I’m following up to see if you’ve received it.” lob...wait... The response usually is “Yep. But I don’t need anything...” or “I don’t remember.” Our reaction is, “Well, if something comes up...”
At the very best, many reactive sales calls end with the rep – not the customer – doing something. Reactive sales calls result in the rep sending literature or setting up another phone call.
With reactive sales calls, you give up control of the conversation and reduce the possibility of making something happen.
Proactive Selling
Bring the customer into the conversation with an open-ended but specific question:
• “How familiar are you with our Pro-Act registry service?”
• “How familiar are you with our Inventory Elimination service?”
• “How familiar are you with the depth of inventory we stock?
This question should be targeted towards the customer needs but can be very effective for cold-calling as well. You retain control over the conversation and build the opportunity to qualify the customer.
In General
Also don’t forget to:
• Begin each call with a specific Initial Value Statement.
• Confirm that you’re speaking with the decision-maker. “Are you the one who makes the decision to buy/sell…”
• Ask if this is a good time to talk for a few minutes.
• If the customer has done business with your company, thank them for their business.
And Finally…
Proactive selling won’t work for everyone and won’t work all the time. But when you’re feeling like you’re getting “no’s” bleed, try proactive selling.
(This information comes from Planning for Success, a module in Entelechy’s High Performance Sales program. Check out this module as well as our 40 other modules, training tools, and eGuides at www.unlockit.com.)
Terence R. Traut is the president of Entelechy, Inc., a company that helps organizations unlock the potential of their people through customized training programs in the areas of sales, management, customer service, and training. Terence can be reached at 603-424-1237 or ttraut@unlockit.com.
Terence R. Traut is the president of Entelechy, Inc., a company that helps organizations unlock the potential of their people through customized training programs in the areas of sales, management, customer service, and training. Terence can be reached at 603-424-1237 or ttraut@unlockit.com.
Article author: Terence Traut
your services is a sound business decision and one that will enhance your standing within the industry or you can log on www.text2speech-converter.com It doesn't matter if you need in or outbound services, order taking or customer support these can all be well taken care of for you.
Setting up a call center can be very costly and time consuming. If you take the Pros tar network option your business can start to build your turnover from the first day in business. This can only be for your benefit and peace of mind to allow the Network to function for you in this manner. This will allow you to get on with the tasks your business has to operate smoothly and efficiently as you take advantage of the benefits of outsourcing. Many businesses prefer to do their calls in this fashion and many companies from the smallest operations to the bigger Fortune 500 organizations will do the calls in this fashion.
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So, think about this as an option and ask for a quote, you may be pleasantly surprised when you weigh this up against the price of setting up your own call center. The many options that are available with this service are numerous and will only serve to enhance the overall service that your organization provides. This service is available from anywhere in the world as well, so you are to be well taken care of not matter your location or business type.
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Article author: abhishek sharma
