Tag Archives: Customer Management

Looking At Sales Process Steps

Wholesale Directory

Those folks in the business community seeking to complete a business transaction that is a successful one for all involved should be looking into adhering to six basic steps. These sales process steps will only be achieved if the customer service involved is first rate. Included in the previous statement regarding successful customer service is the assumption that the individuals involved have a thorough understanding and appreciation for the products that may be involved.

Dealing with and satisfying the inhibitions that the customer has is the very first step in the completion of a positive sale. It is so vitally important that the customer feels and believes that the person with whom they are dealing truly has their best interests at heart. They must be totally at ease and moving forward feeling that it is a collaborative effort designed to reach a satisfactory result. This requires on the part of the person seeking to complete the sale a true interest and understanding of exactly what the customer is hoping to get.

Any concerns or questions that the customer might have must be addressed immediately. If the person dealing with the customer does not have the answer to their question, it is vitally important that they locate that individual who will be able to provide the proper direction. Establishing and maintaining a feeling of trust is so critical to achieving a positive and successful outcome. The bottom line is that if there is any hesitancy or uncomfortable feeling being held by the customer, the chances of a successful conclusion to the negotiations are slim.

When the final closing of the deal or transaction is reached, both parties involved should feel a sense of satisfaction that everything was handled properly and that the final results were satisfactory to all involved. Also, assuring the customer that they will have access to terrific customer service if it is needed is an important point to be made. From your side, you also need good supply chain visibility to ensure your supply of goods from vendors matches up with customer demand.

An Essential Customer Service Skills List For Customer Facing Employees

Working through a customer service skills list is often advisable when doing annual reviews, evaluating staff performance and also interviewing candidates for customer facing roles. In essence, this list consists of six key traits, techniques and characteristics that all employees should have adequate training in.

  • Professionalism: Employees who communicate with customers in a professional, courteous and businesslike manner project a better perception of your company. This improves customer retention and increases sales in the long-term. Supervisors should foster this level of professionalism through effective reviews and peer reviews of all customer facing employees.
  • Time management: You should instigate goals and deadlines for all employees and their dealings with staff. Being goal oriented make people more self-motivated and work towards various tasks, goals and deadlines. Supervisors need to scheduled work appropriately in order for this to work correctly.
  • Better problem solving: Customer interactions usually involve dealing with problems, complaints and issues. In order to make interaction as effective as possible, these problems need to resolve rapidly by your staff need to do this they need to understand the tools, systems and staff that can help in this process (through ongoing training and establishing work procedures).
  • Service/product knowledge: The simple fact is that employees to understand your product/service offering are better able to deal with customer complaints and issues. This requires ongoing training of your entire workforce.
  • Communications: It is fundamental to all customer interactions are done using positive language and that your employees are actively listening to their customers (i.e. in verbal communications). Advanced communication training can aid your employees to excel in this area. This is the most important trait in this customer service skills list.
  • Confidence: Employees are more confident in their work will project a better sense of trust with your customers. This conference can be established over time once your staff are gaining enough experience and education on-the-job.