Think EDUCATE vs Sell - The average CSR doesn't want toe sell, they want to serve. So play to your strengths and serve the customer by educating them on the products/services they are not using. Example: "Thanks for calling today to order your booth supplies for the upcoming trade show. I'd love to educate you on how we help companies increase their revenue by providing the graphics to display on their booth. Let me know if you want more information on that service."
Think RELATIONSHIP vs TASK - Last month we addressed this issue in the newsletter. Get in a habit of asking open-ended questions, actively listening and documenting what you discover so you remember or the next person has a record to follow up with the customer.
Discover the relational stages of the sales process - The difficult aspect of sales for most people is the rejection. If you knew they would say "yes", would you ask for the sale? Build the relationship, discover the needs/pains of the client and educate them on your solutions to their pain. Most people faced with an appendectomy realize that surgery is not just an option, it's a necessity because the pain is acute. The greater the pain, the easier the sell.
Four relational stages to watch for are the introductory phase, the discovery phase, the value stage and the partner stage.
- The introductory stage is just learning the basics and creating a positive image of your brand.
- The discovery stage is learning the uniqueness of the customer and what is important to them.
- The value stage is learning to apply your solutions to their problems.
- The partner stage is when they see you as critical to long-term success.
To get help on your customer service program, please call TMI at 1-866-331-6044 or visit us at http://www.tmicentral.com.
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