Customers come in all shapes and sizes. And some just like to complain. Constantly. And that is very frustrating, stressful, and frankly annoying. One customer can disrupt your company's entire day by making an unrealistic demand, and your team can be sent into a tailspin trying to figure out how to satisfy this ridiculous request and to make this customer happy. Or, how about the customer that calls and asks for a solution, but has no suggestions for how and what should be implemented? All of these details are then left up to you and your team, which can lead to uncertainty and a bit of insecurity since all of you might think you understand what is best, but you have nothing to guide you on how close to the mark you will be. None of these scenarios are fun, so for the betterment of our business and employees, we have to learn how to navigate through each type of customer relationship and the unique characteristics included with them. That way, we can care for each customer in a better manner, which will improve their overall satisfaction and increase the morale of your team.
What are non-negotiables ("NN's")? When my daughters were growing up, I talked a lot about this topic. They knew from an early age that I would be asking them if they have determined any non-negotiables for themselves. I used to tell them that the beauty of this exercise is that it takes all the pressure off you once you have determined what is, or what is not, non-negotiable in your life. These are constants, we don't dabble in or waver or move them in and out of our lives. Once you have decided, you never need to make this decision again ~ wall-la! Life is full of decisions to make and it can be exhausting trying to determine "yes or no, should I or shouldn't I, will I or won't I, are they or aren't they..."
When you are struggling, in a rut, or bored with your sales, it's time to go back to the basics. Professional athletes do it, and you should too. For example, let's say you are a track super star who is now losing races. Your track coach will tell you to focus on swinging your arms from your shoulders (not with your elbows), relax your hands (rather than keeping them tightly balled), and more. Small tweaks like these can shave seconds off your race time, which can lead you to 1st place again. Similarly, if you want to improve your sales, "getting back to the basics" is the surest way for you, and your team, to improve your conversions which equates to an increased bottom line. Being sloppy or lazy is not affordable in sales. Here's the most basic tip for success: know how to ask the right questions so you can effectively feature and benefit sell with a smooth, polished, and natural approach. This is a critical and very easy skill that is within your reach. Keep reading...
Topics: Feature and Benefit Selling
When you think of training, do you only think of it with a capital "T"? You are not alone, many of our customers come to us with the same thoughts, thinking that the only effective training is the formal, longer training class. We like to educate our customers that training can be so effective in small quick hits. For example, we find that our mystery shop's evaluations are perfect to use for swift training, not only for the manager/agent that was mystery shopped, but your entire team can learn from this exercise. For example, managers can take one or two points from a shop evaluation and use those topics to train the team. Managers can generically talk about the points that were made during the shop call and use our suggestions to train the team on how best to handle those points on future customer calls or situations.