| |
| |
|
Customer Service Information |
|
|
|
Communicating Value
Abstract: People buy for their reasons, not yours. This article covers the key elements that prospects want to hear you talk about. 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 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 http://www.unlockit.com. About The Author 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. Check out our 40 customizable modules, training tools, and eGuides at www.unlockit.com. Terence can be reached at 603-424-1237 or ttraut@unlockit.com
MORE RESOURCES:
Google News |
|
|
|
RELATED ARTICLES
Empowering Customer Service Vital It never fails to amaze me how many companies have employees who are empowered to offer former customers wonderful incentives to lure them back, yet their customer service representatives have the ability to offer virtually nothing to convince an unhappy customer to stay.Powerless, these CSRs often actually ignore customers' requests and declarations of their intent to leave, even encouraging them to seek out another company!They often repeat the few phrases they're allowed to say over and over again, further infuriating the customers. Whats Love Got To Do With It? Customer Loyalty, we all want it. Don't we?Some people say it's dead - they say that customers are fickle, that they don't want loyalty, that they just want the lowest price and the fastest way to get it. Restaurant Scheduling for Success - Excerpt from Richard Saporito's latest e-book "How to Improve Dining Room Service"This Tip will Help Maintain the Staff Schedule Keeping the Dining Room Service Staff Tight and Content which is Essential for Pleasing Paying Guests.Staff scheduling is closely tied to dining room customer service and crucial for keeping your staff tight, happy and well connected. Add Value - And Kill Mediocrity in Customer Service There are two kinds of customer service we all experience occasionally, outstanding customer service, and bad customer service. What we experience most of the time is mediocre customer service. 7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers If you think customer relationship management is just a piece of software, you're dead wrong. Customer relationship management is about understanding your customers. When a Customer Has Done Everything to Get Your Goat You try to make your customers happy. You sincerely WANT them to be pleased with your products and service. Customer First Customer Service The world of customer service is rapidly changing. Thirty years ago, telephones and mail services were the norm for most companies. CRM For Beginners - Customer Relationship Management Basics In order to maintain a successful business, the business must understand and maintain a positive relationship with its customers. Customer Relationship Management (CRM) is the process of bringing the customer and the company closer together. Treating the Customer Dissatisfaction Epidemic: How to Go Beyond Simply Masking the Symptoms Corporations in every sector are spending more than ever before in an attempt to improve their customer service levels. Every year they pour hundreds of millions of dollars into new systems and training programs that promise them the ability to win customer loyalty. Why Cant Microsoft Make Soft Packaging? Why is it that Microsoft wants you to buy its product but does not want you to open the plastic case that is welded around the cardboard box? I believe that such packaging along with cockroaches will survive atomic disasters!Good luck finding any clue as to an easy way to open this fused bit of skin-tearing packaging. I split my scissors trying to pry open the ends. 5 Golden Online/Offline Business Rules To LIVE Or DIE By Whether online or off, if you plan on running or maintaining any type of credibility within your business, there are some guidelines that are safe to say any existing or potential customer expects if they are to do immediate or future business with you.As an online entrepreneur for over 3 years I have found that even though I don't have the pleasure of meeting face-to-face with my customers, ones perception of you and your business can be viewed as good or bad all depending on the way you handle questions or comments posted by people interested in your product. How to Walk the Floor and Talk to Customers This may seem a strange topic to introduce. Yet, it is the most under-used skill by many retail managers, but one of the most important roles in their supervision. Sales Marketing: 10 High Impact Ways To Improve Your Customer Service If you want to last a long time in business and succeed, you must learn how to make your customers happy.You have to know who are your customers, what they want and keep in touch with them and their needs. Saying Thank You to Your Clients "Thanking your customers" - Why you should do it and how.. Customer Service: Everyone is Fighting Their Own Personal Battles Relationships.. The Art of Giving Great Service Sales is tough to get right, and depends on retaining those customers, yet people do it badly and unprofessionally all the time. It's really not difficult to learn the art of good service, and if you get it perfect, you will see those rewards. Five Tips to Calm Cranky Customers 1. Tis the SeasonRecognize that everyone is frazzled during the holidays- you and your customers. We Got It Wrong: Never Under Promise & Over Deliver You know how it is, you believe something for so long, everyone agrees with you, all the books tell you it's true and then suddenly you have a blinding revelation - we've all been duped! You know like my gorilla mates were? (If you're not sure about my gorilla mates then you really need to read the book - we've got a great offer on at the moment!)And you feel such a chump - how did I ever fall for that - the logic just isn't there - I must have been a fool. Let me explain. Adjustment DENIED It's just a simple thing - I bought a new set of shelves for my office. It wasn't a real problem, but when I got the shelves home, I found dents on the front of the shelves where the package had been leaned up on some other object, the shelves had been removed from the original box and put into another box. Customer Service - A Sweet Essence First let us specifically define customer service. It is the performance of a duty or responsibility due to a customer as a result of selling them a product or service.
|
| home | site map |
| © 2006 |
