How can we improve sales with good customer service? Henry Ford said ‘The only foundation for real business service’. In many companies, the customer service function remains outside the sales channel as it appears to be somehow less than sales. Yet customer service is critical to sales success. Without good customer service, there will be no duplicate sales, and re-selling is the most profitable profit any company can make.
The sales process is incomplete because the customer has stated that they will purchase your products or services. Throughout the sales process, the maintenance of interest is important. But especially after the purchase. Regardless of your previous customer experience in your company. The information they have after the purchase will have a significant impact on future sales. Customer service does not end sales; re-dominates the sales cycle. A good rule of thumb is: ‘The customer cannot be considered satisfied until we receive their next order.’
While customer service represents the ultimate tool in many common sales processes. It can also be argued that it is the first thing in the regular sales process. Ask yourself about this process:
- Am I making sure that the agreements reached with the customer really happen?
- Have I tried to sell up?
- Did I request a post?
- What records are kept and kept?
- What feedback did I get about how the customer benefited from my product / service?
- How can customer development be improved?
Why is Customer Service Important in Improve Sales?
There are many powerful lessons about customer service value and the effect of repeating business on the bottom line. Frederick Reichheld and Earl Sasser said ‘if companies knew how much it would cost to lose a customer; they would be able to make an accurate assessment of their savings.’ They found that customers became more profitable over time as increased sales; reduced distribution costs; delivery; and the opportunity to sell high can all add to the bottom line.
Heskett, Sasser, and Scheslinger have partnered with a training program to assist managers in understanding customer value over a period of time. In addition, advise on the importance of developing a culture in which employees are involved in contributing to the price list. They write that employee satisfaction leads to a number of services that generate customer satisfaction and that lead to profit and growth. It is hardly surprising that what happens when employees produce happy customers.
What is Customer Service?
Is it about smiling and being fun to customers? It’s a great place to start but it just won’t be that. It is generally accepted that it is very difficult to deliver high levels of customer service. Some say we are not taught about it – it is not our culture. These observations are often said to mean that since the late Victorian and Edwardian there have been no few people who have worked ‘in the ministry’. What used to be a major source of employment in those days is now reduced to nothingness.
While this is happening, employment has increased in manufacturing, marketing, management, information technology, and social science. Over the years, ‘service in the ministry’ has been viewed as a dead-end, a longing for the future. As a result, the ‘service’ label has almost fallen into disgrace. Many people view giving service as something less than their own doing for younger people.
However, the fact is that everyone loves and appreciates good service.
The Difference Between Good and Poor Service To Improve Sales
The most frequently cited but unspecified figure is that where people have been asked the question – ‘what is the difference between one place where you received good service and other places where you received poor service’. In 70% of cases, the answer has been – ‘the attitude and behavior of the service provider ‘. Whether that is true or not, it seems that if we get poor service elsewhere we are less likely to buy from that source again. So that its good to provide good customer service to improve sales of your company.
It makes sense to assume that good customer service does not include product quality. But the quality of the people who deliver the product or service, and the customer experience of purchasing your product or service.
It is also reasonable to assume that you yourself know the difference between good and bad service. You can put yourself in the shoes of a customer when you buy your product or service.
It should be easy to create a list of what you bought a few months ago and decide whether the experience you had with the shopping experience was bad, bad, or irrelevant. Obviously most buying and selling these days takes place without human contact (e.g. web shopping) and for the purposes of this activity, you should probably record those activities separately. As simple as it may seem, a test of your experience, along with putting yourself in the shoes of a customer, should give you more information about the difference between good and bad service.
Good Customer Service Analysis To Improve Sales
Ask the customer
The simplest and most effective way to establish the quality of your customer service is to ask the customer. The attachment is an example of a customer-based questionnaire used in the distribution vehicle display (customer service questionnaire).
You can check the set of customer service standards as determined by the Institute of Customer Service. In 2007 they researched what they believe customers want. The top ten answers to these questions are as follows:
- Information retention
- Total product / service quality
- Friendly staff
- Problem handling and complaints
- Treated as a valued customer
- Staff capacity
- Speed of service
- Staff assistance
- Handling questions
- Freedom to do business
In 2004 the Institute of Leadership published the results of research with staff on the causes of poor customer performance. The top four reasons given are:
- 60% of employees believe that the main factor contributing to poor customer service is good line management
- 45% said that their relationship with their supervisor had a significant impact on the customer service
- 60% felt that they were not praised enough for good customer service, too
- 10% said they had never received a commendation for a job well done
I defined customer service as:
A set of business ethics that seeks to provide superior services to existing and prospective customers. Building customer loyalty and doing business, and contribute to the acquisition of new customers.
A major life insurance company has revealed that in about 60% of all life insurance policies. The policy was terminated after the second premium was paid. The company has indicated that after the policyholder has made four premium payments. The expiration date is not significant. The significance of these figures is that customers must make sure that their purchase decisions were correct or that repurchase purchases are likely to stand. You, in the final step of the sales process – tracking – can affect the satisfaction your customers get from their purchase.
For all customers, you should analyze how comprehensive your tracking should be. For most accounts, an occasional email, letter, or phone call should suffice. For active customers, you may need to make personal phone calls every week anyway. Customers who purchase or are likely to purchase large items at some point in the future will be eligible for the best service you can offer.
Many retailers like to quote the Pareto Principle in relation to sales. Saying that about 80% of their customers give them only about 20% of the total sales value in their areas. On the other hand, about 80% of total sales revenue comes from only 20% of their customers.
Your primary responsibility as a seller is to sell products or services profitably. This should be your sixth rule when serving accounts. Your time is limited, but the time you spend with customers is often invested in more sales and future profits. Even low-cost or low-cost accounts are likely to become high-volume buyers. If service activities and tracking activities improve their attitude towards you and your company.
Tracking activities vary widely in industry and product. Extremely sometimes, it is unlikely that Scout, who sells raffle tickets from house to house while collecting annual revenue will make the following calls during the year. On the other hand, a retailer who buys household goods for resale may need general assistance from their supplier such as asset care, product demonstrations, and affiliate marketing programs that may be part of the track. Even the Scout team will need to present prizes and must publish a list of winners.
Ideas to Follow
Thanks For The Contact
You are more likely to receive repeated orders if you have a peaceful relationship with your customers. Any activity that helps strengthen this relationship, from a simple ‘thank you to deliver an important order, can help you and your customer. A simple, but very overlooked, builder sends a thank-you note, card, or email just after a sales call is made.
You can create a few formats and customize each client with specific moments such as moving to a new location, or more personal ones such as birthdays or recovery/illness. The cost and time specified are small compared to the kind of ‘thank you’ he can create.
After-Sales Service and Help
Even if the product is not delivered in person, a phone call or a face-to-face visit can help you assist your customer in making the best use of your products. Customers who do not know how to use the purchase may blame you or the product for their concerns and problems. In addition to instructing your customers about the proper use of your products, you may be able to identify additional uses for items.
Sometimes there may be minor repairs or corrections from a faulty installation that you can correct or schedule a service. In some cases, you can create interest just by checking with customers to make sure their orders are fulfilled and delivered as directed to purchase orders. You can find some of the following suggestions for helpful tracking activities:
- Make the next ‘good build’ visit to your customers within a week after the product delivery to make sure the order is properly completed.
- Make sure the product is satisfactory and used properly.
- Provide suggestions to customers on how to make the product work more or less efficiently.
- Use follow-up visits as an opportunity to discover new opportunities that mean requesting referrals.
- Manage any complaints or misunderstandings very quickly and in good spirits and respect.
- If you are making a follow-up visit, make sure you are not ‘wasting time’. Before making a call, ask yourself ‘How could my client benefit from this call? What do I want to achieve? ‘
In some cases, you may be able to promote more satisfied customers by delivering your product in person. For example, life insurers often bring policies to a person as soon as the contract is finalized and returns to head office. The five main reasons for this type of in-person submission are:
- Review policy features
- Ensuring the client to buy wisely
- Reminding the client when the next premium is paid to make the sale stay strong
- Promoting the sale of additional life insurance in the future
- Requesting targeted clues.
- There is a double reason for post-sale sales. First, the existing buyer is present, and always present
Interest is a factor related to customer attitudes and feelings for you and your company. Loss of interest is, in fact, a loss of sales. Building kindness is not automatic. It requires deliberate, conscientious, and sincere concern for the long-term interests and needs of our customers. Almost every step of the sales process has an impact on goodwill.
Interest is not concrete – you can’t put your finger on it or measure it accurately with money. However, interest is very important because it helps the seller to make the first sale and repeat. In addition, the positive customers in your company and its products are excellent sources of referral business.
Keeping Customers Satisfied To Improve Sales
Finding hope to place an order and become a buyer is long and difficult. While the search for new customer prospects is endless, you should not stop building good relationships with your current customers. They deserve your follow-up to get ordered products or services. Commitment to performance is needed to keep your current customers buying from you. It is a service that creates interest. Competitive markets are no different products; it is after the provided sales service that makes a difference.
The Importance of Promoting Customer Service
Zealous customers are one of your best sources of hope because they are happy with what they are buying and want to share that happiness with others. Thanks to our nature reserve, that’s not something we do lightly, so we always pay attention when a co-worker or friend speaks positively about the company.
If you deliver what customers want at a reasonable price, without problems, they should be satisfied. While that is better than dissatisfaction, you need more than this to ensure customer retention and increase sales. You should improve the customer enthusiasm about your products and services. You must deliver more than customer expectations. This breeds enthusiasm, which creates an atmosphere that ensures honesty. It will increases sales and compliments to others. Some suggestions for producing and maintaining enthusiastic customers are as follows:
- Stay connected: check after delivery to see if things are going well. Check back later and ask for guidance on new prospects.
- Manage any complaints immediately: problems are inevitable. Ignore them. They grow neglected. Do more than what the customer expects from satisfying the complaint.
- Behave Like A Friend: think of the customer as a friend and act for them accordingly. Send birthday cards or debit cards while you are on vacation. Congratulations on the awards or progress.
- Offer commendation when appropriate: look for things that you can officially recommend. Something that the company has done for awards, salary increases, and a large order. Congratulate the customer personally with awards, office nominations, and honors. Customers appreciate attention too.
- Send hopes to your customers: when your customers are in business, send leads or refer them for opportunities. It is human nature to respond kindly to anyone who does us good.
Learn as much as you can about competitive products and services. Learn how they market their products, their policies, their standards, or pricing strategies. The markets they operate in, and their customers. Use this information to perform the SWOT Analysis described elsewhere in this book.
Make a list of our strong competitors’ points. Next to each list are the same or better customer benefits from your product or service. Do not assume that all prospects or your customer know the strong points we are competing with. Emphasize your customer benefits during a sales call. Do not say, or sell, your competitors.
Analyze why prospects or customers buy from competitors and prepare a detailed plan to ensure that they are buying from you.
Continue to review and validate the reasons why your customers do business with you.
Continue to strive to build close relationships with your customers so that they will depend on you.
Get the right to request more orders depending on your commitment to performance. Remember: your customers are the best with the best opportunities competing with them. Keep working to keep them satisfied and shopping for you.
Our competitors are loyal and satisfied because of the products or services. They receive are commensurate with the organization and their current needs. These conditions are flexible and changeable so customer satisfaction is related.
Becoming a Popular Supplier
When competing with more experienced suppliers. You may first have to enter the list of approved suppliers. To do this you need to create awareness and then have an interest and desire for your products or services.
Consider sending copies of advertisements, newspaper articles, or commercial journal reports from you and/or your company, to your customers. Use letters of recommendation and recommendations. This will notify your customer of your acceptance of other companies for similar or similar services.
Invite customer company members to visit your plant as well as headquarters, your offices, customer placement, or trade shows. Suggest that their current providers quote the appropriate price. However, with new products and services that continue to be introduced, inflation, improved efficiency, higher productivity, you can probably do better.
Request a copy of their bid specifications and requirements. So that you can prepare a proposal and quotation for their review and evaluation. Suggest that they be able to see if your proposal will give them an additional amount or not. Give them:
- case orders
- sample equipment
- a 30-day probationary period
- money back guarantees
All of this is part of what it would take for you to become an acceptable supplier. Your expertise as a marketing expert will be greatly challenged by thinking of ways and means to become an acceptable supplier to the seemingly satisfactory prospects of their current suppliers.
‘We have no problems, we have opportunities.’ Cliché, however, is certainly true in the case of complaints. It is estimated that only one in every 20 customers complains about poor service. Most of them have simply moved on! Worse, the average person tells nine people about the bad service they received. They tell everyone except you. The complaint is an opportunity to identify ways to improve your services and therefore the interest of your customers.
Most of us do not like to be criticized. So, when people complain about us, whether face to face or not we try to defend ourselves. Or the complaint is directed at ourselves, which is rarely the case. By doing so we sometimes attack, which makes the situation worse.
The best way to deal with complaints is to: –
- Accept the complaint
- Show empathy for the batterer
- Listen carefully for information
- Promising to return is a must and do so
- Do not defend or forgive
- Promise to install it to investigate
All the customer wants to know is: –
That he fully understands their problem
What is your next plan
When you deal with people in this way, there is no reason why all such communication can cause both parties to be satisfied. This positive outcome does not depend on whether the issue is fully resolved but on responsive and reliable communication. Remember, when a customer complains, they give you a second chance to put you right.
When a complaint is received by telephone:
- Note the facts.
- Summarize your understanding of the facts back to the customer to ensure clarity.
- Call the customer when you said you would do so.
- If you have not resolved the issue at this time, provide a progress report.
Agree on a standard way to handle complaints in your organization. Include face-to-face complaint procedures, by telephone and in writing/email. Draw a complaint form. It should include:
- Date and time received.
- Who received it?
- Customer details: name address, phone number. Make sure it meets the data protection standards in data storage (every organization should have this as a written process and ensure that everyone is aware of this).
- Details of the complaint.
- Type of complaint.
- Action to be taken and time frame.
- Sign it in the process, and when the line manager’s signature must be signed.
Develop a process to build customer relationships by contacting the customer within two weeks of the complaint being dealt. It will help to ensure that the complaint was dealt with satisfactorily.
Employees must ensure that Do not take complaints personally or defend themselves; this is not an attack on their ability.
Take responsibility and ownership on behalf of the organization and explain to the customer that he or she will do everything possible to fix it.
understand that bad news is spreading
do not get into arguments
stay calm and professional
A complaint is a customer’s statement expressing dissatisfaction with the service or product we have provided, an important message that tells us where we are going wrong and gives us important information about our customers’ needs, needs, and expectations. You cannot purchase this information!
Finding Lost Customers
All organizations lose customers, some for real reasons such as relocation or closure. Sometimes though, they go because we do something wrong or our competitor makes a better offer. After losing a customer in a contest ask yourself:
‘What can I do to get this customer back’?
‘What should be done to ensure that I do not lose too many customers for the same reasons?
Correct the list of all things that went wrong with the account. Next, set up a simple meeting with your former client in a straightforward conversation so you can clarify the position. Consider key areas such as price, delivery, handling of warranties or guarantees, and service calls.
Mention that even if you lose this particular business, it is your intention to do it again in the future. You want to get their support by helping you see what went wrong by discussing the issues. Consider the following:
- Did you keep them informed of your new products or services?
- Have you kept up to date with important prices, employee changes or policy?
- You have visited them many times appropriately for their business