That old phrase, “The customer is always right” may not exactly be true, but telling a customer that they are wrong probably isn’t a helpful business practice. And there are plenty of other sales tactics that aren’t good for business either.
Sales is one of the most important departments in a company, but right up there with it is customer service. How current or potential clients perceive your small business is fundamental in securing a solid customer base.
Successful sales are less about what you do, and more about what you don’t do. So don’t alienate customers by doing the following:
5. Being too aggressive when selling
Salespeople who are too aggressive when selling to a customer show an obvious lack of knowledge when it comes to how other people make decisions. When customers experience a salesman who is too pushy, adamant, or forceful, they are less likely to do business with the company or return for repeat business in the future.
Being somewhat insistent and energetic can be a positive thing when selling a product or service to an undecided consumer, but customers don’t want to feel assaulted by a product pitch. Be mindful of whether or not your and your employees are being too aggressive.
4. Not understanding the word “no”
As you parents probably used to say, “No means no.” Follow their advice. When a customer declines an offer, don’t try to convince them to change their mind. Ignoring the word “no” is a great way to frustrate clients.
What “no” does mean however, is a chance for you to listen to the customer and figure out what it is they really want. The key here is listening.
3. Being unprepared for a call
Customers can’t stand it when they get a call from a salesperson who is unprepared for the conversation. You would think that could go unsaid, but many businesses call clients to “just check in,” or their intentions are not clear.
The easy solution? Do your research. Be ready to answer questions not only about your own product, but the competition’s products as well. Create a rough outline of the direction you want the conversation to go, rehearse if you have to, and know the pronunciation of the customer’s name.
2. Taking too long to respond
When a customer does want to know more about your product or service, failing to respond in a timely manner will almost certainly cause them to lose interest. The burden of selling lies on you, so don’t give the customer a reason or time to go to a competitor for a response.
1. Loving the sale, not the customer
Sales people can get so caught up in meeting their quota or getting a sale that they lose sight of the customer. Sure, the numbers are important, but if a customer senses that they are being treated like a dollar figure, they will be uninterested.
If you put extra focus into helping the customer, rather than meeting your bottom line, you’ll find that the client will be more responsive. Most people are perceptive. They’ll be able to tell if you are looking out for their needs or the sale.
The Key to Great Customer Service
Businesses with sterling customer service do so by respecting the clients and keeping their needs in focus. See the customer beyond their dollar value and they will reward you for it.
For online-based companies, read our article “Ten Online Customer Service Tips” to learn more about satisfying customers you’ll never actually see. If you’re incorporating a business and just getting started, this advice is even more critical as you try to build your firm.
