| |
| |
|
Customer Service Information |
|
|
|
Communicating Value
Abstract: People buy for their reasons, not yours. This article covers the key elements that prospects want to hear you talk about. Always, but especially during lean times, effective sales professionals know the importance of communicating value. Budgets - if they ever were discretionary - are tighter. Business customers are being asked to do more with less. Decisions are increasingly less on WHERE to spend the money and more on WHY we need to spend the money. Value is the customer's perception of your worth, excellence, usefulness, or importance with respect to them or their business. Value addresses the customer's question, "What can this person or company do for me?" Even spending time on the phone with you must return something of value to the customer. You must initially and continually earn the right to have the customer invest their time and money with you. Position value by explicitly answering these questions throughout the sales cycle:
How would YOU answer these questions for each of your prospects or customers? If you don't have the answers, expect resistance. If you do have answers and your solution is directly linked to your customer's articulated needs, you will be successful even in these difficult times. Successful reps tell their customers what the value to them is - customers shouldn't have to work to figure it out themselves. If you don't explicitly quantify the value your customer can expect to receive, and your competition may be doing this work for your customer, who is going to win the business? This information comes from Forming Business Relationships, a module in Entelechy's High Performance Sales training. Check out this module as well as our 40 other modules, training tools, and eGuides at http://www.unlockit.com. About The Author Terence R. Traut is the president of Entelechy, Inc., a company that helps organizations unlock the potential of their people through customized training programs in the areas of sales, management, customer service, and training. Check out our 40 customizable modules, training tools, and eGuides at www.unlockit.com. Terence can be reached at 603-424-1237 or ttraut@unlockit.com
MORE RESOURCES:
Customer-Service - Google News |
|
|
|
RELATED ARTICLES
6 Reasons Why Complaining Customers are Golden With Some Tips on How to RespondTt has probably happened to you if you own your own online business. You get an email or even a phone call from someone who is upset or unhappy with this or that about your business. Difficult Customers - Theres No Such Thing A couple of years ago I had a call from a Customer Service Manager working in the paper industry. He wanted me to run a seminar for his team, on "How to Deal with Difficult Customers". What Every Employee Should Know About How to Win the Loyalty of Customers Dr. Michael LeBoeuf, in his cassette album entitled, Win Customers and Keep Them for Life presents twelve principles that will transform the workplace into a customer-driven, highly motivational team. Are You Satisfying Your Customers? The latest report from the American Customer Satisfaction Index (Michigan School of Business) reports the following:Customer dissatisfaction with the quality goods and services offered in the marketplace is more than a nuisance. The US economy is heavily dependent on increases in consumer spending. Establishing Yourself as an Expert in the Eyes of Your Customers The most important aspect of a successful business is developing the correct mindset toward your customers. And this is not the over used phrase The customer is always right. Dont Forget your Existing Clients Quest for new clients shouldn't ignore those who pay the billsAcquisition. It's a big word in small business marketing. What Every Employee Should Know About Putting Positive Phrases Into Customer Service If you were a customer on the telephone with a question or complaint and were ready to make big purchase, which of the following phrases by this employee would make you feel welcome and want to complete your transaction? Which would drive you away?* I'm sorry. I didn't get that. Setting Up a Customer of the Week Program for a Mobile Car Wash In a mobile detail or mobile car wash business you are on a first name basis with your customers. You sink or swim with your ability to please your customer and rely on them to build your business by referring their friends, associates and neighbors. Restaurant Scheduling for Success - Excerpt from Richard Saporito's latest e-book "How to Improve Dining Room Service"This Tip will Help Maintain the Staff Schedule Keeping the Dining Room Service Staff Tight and Content which is Essential for Pleasing Paying Guests.Staff scheduling is closely tied to dining room customer service and crucial for keeping your staff tight, happy and well connected. How to Deliver Exceptional Customer Service Having been in business a number of years, I'm amazed at the number of people who don't have the slightest idea of what customer service is. Customer service is not a way of doing things - it's an attitude. Are You Putting Technology Before Your Customers? Which is more important the technology or the customer?The one thing about the online world you can be sure of is change. It seems like every day there is a new technology being added which will make the internet more accessible. Is Your Food Establishment Clean? Is your restaurant, bar or hotel clean? I mean really clean. I don't mean "do you stick to all the rules and regulations?". What Do They Want Anyway? You want customers. I want customers. Clients?Do You Really Need Them? Running a successful business takes a lot of energy and there are so many areas that as a business owner you need to pay attention too.It's not enough to spend heaps of time, money and resources into getting buyers for your goods and services and then leaving those clients/customers to their own devices. Customer Neglect What have you done for your existing customers lately? Probably not much, if you are like most businesses.I know that hunting new business is more of an adrenaline rush than working the business you already have, but it is not as crucial to your long-term success. Call Center Services - An Ever Increasing Demand Are your company's call center services all that they could be? Even centers that were state of the art a decade or so ago might be out of date and inadequate today. As technology expands, so do clients' expectations regarding communication. We Got It Wrong: Never Under Promise & Over Deliver You know how it is, you believe something for so long, everyone agrees with you, all the books tell you it's true and then suddenly you have a blinding revelation - we've all been duped! You know like my gorilla mates were? (If you're not sure about my gorilla mates then you really need to read the book - we've got a great offer on at the moment!)And you feel such a chump - how did I ever fall for that - the logic just isn't there - I must have been a fool. Let me explain. Whatever Happened To Customer Service? Do you remember the last time you went into a shop and the person 'serving' raced over to you, greeted you with a lovely smile, heaps of enthusiasm and said, "Welcome to our store, what can I help you with today?" And then listened attentively to what you had to say?Doesn't happen very often does it? In fact, while I was writing this, I couldn't recall when I had experienced it. I'm sure I must have yet it would have been so long ago, I can't remember. Whats For Lunch? As an entrepreneur, I'm always intrigued by small businesses, home-based or not, that exceed the expectations of their customers in a big way.Let me tell you about one of them. Are You Giving Your Customers Enough Reasons To Return To Your Business? Good customer service just isn't enough anymore in the marketplace in which we live. Times are changing and business owners are learning that they need to create such an awesome customer loyalty program that they are always at the forefront of their customers' minds on a regular basis.
|
| home | site map |
| © 2006 |