Performance-based sales incentive plans fail when your sales team perceives them as arbitrary, unfair and unachievable. But when the sales reps themselves are involved in creating the plan and believe it is fair to both them and the company, their focus turns to achieving the goals they set themselves.
All sales reps tend to get into ruts that prevent them from achieving their best. For senior reps, the problem can be much worse, as they continue to use methods that simply don’t work with today’s customers. If you’ve got one of these too-experienced-for-his-own good people on your sales team, you need to learn how to freshen their game.
If delivering exemplary customer service is a cornerstone to building your business, revenue, referrals and client retention, then why do most companies invest more time on customer acquisition instead of retention, fail at meeting customer expectations and ultimately lose business to competitors? An increase in customer retention by as little as 5 percent can lead to 25% to 95% in increased profits.
A basic customer service transaction consists of two major steps: the customer asks a question or states a need, and the rep responds. But few service transactions are that simple because customers seldom articulate their true needs without help. So service reps must know how to ask great customer service questions.
Customers know (or think they know) what they need, so many of them expect to control the purchasing process. They ask questions and you give back answers. But today’s product lines and available alternatives are much more complex than in the past. So you, as a salesperson, need to manage the sales dialog if you are to provide the help your customers with the best solutions.
The more prospects talk, the closer they come to buying. Fortunately, some prospects are just natural talkers. For the rest, you need these methods to get the prospect talking. You accomplish this by using mostly open-ended questions and knowing the kinds of questions are best for each phase of the sales cycle.
You believe in the products you sell; you need that belief to do what you do. But when that belief, rather than certain knowledge, guides the specific solutions you offer and the way you present them, you might fail to make the linkage between the customer’s problem and what you believe to be the best solution. Critical Thinking will help get you back on track toward the close.
As we enter 2021, the pressures on those who make purchasing decisions are more intense than ever. You, as a skilled salesperson, can be of enormous benefit to your customers, educating them on new developments and helping them through difficult buying decisions. But most of them have little time or patience for anything that doesn’t lead quickly to the best possible decision, one that helps them fulfill some specific set of needs.
Buyer’s remorse can make customers regret a purchase right after it is made. It can sometimes lead to their cancelling the order or returning the goods after delivery. That’s why, even when you perfectly meet the needs of customers, you must take extra steps to help them feel good about their buying decisions.
Whether in work, sports, friendships or family matters, the best outcomes always come from teamwork. Each individual has needs they must express and ideas on how to achieve the best outcomes; this is a well-understood truth. But achieving real collaboration this way can be difficult. Here are ideas on how you can achieve greater results when you collaborate with your customers.