Winning the order isn’t the end of the Sales Process!
Once you’ve got your order, where do you go looking for the next one?
From our experience, most will automatically look for their next ‘new’ customer. Whilst important to grow your customer base, it’s much simpler, and can be more profitable, to provide a great service and sell a wider range to existing customers.
Our trainers see first-hand that those who are good at scheduling follow-ups after a sale are not always as effective gathering feedback to increase the chances of winning a future order.
Having done the hard work, it’s a no brainer to make sure you gauge a customer’s reaction to your product or service. The answers not always what you want to hear, but how you deal with the outcome can build trust. Don’t forget to find out;
- What was done well?
- What could have been done better?
Pay specific attention to the latter, after all, how we respond to when things don’t go right demonstrates the level of service and customer experience we can offer – it’s a selling opportunity!
To maximise opportunity with your customers, we’ve asked our trainers for a few universal pointers;
Provide Great Customer Service
Great customer service costs nothing and helps to convince customers to buy again. Customer service and support means contacting the customer to make sure they are satisfied with the product/service, answer any questions they may have and deal with any complaints. This contact also presents a perfect opportunity to discuss additional features such as warranties, maintenance or upcoming products.
Personalise the Experience to the Customer
People appreciate a unique experience. Using data on purchasing history, previous conversations and a knowledge of their own habits helps your customer feel they ‘belong’ to your business and are a valued customer.
I saw this and thought of you… – maintain contact with your customer and continue to build the relationship. i.e. If you come across a piece of information in a magazine or on the internet that may be of interest to them, share it and show you are thinking of them.
Give Value to the Customer
Contact with the customer is key but you will likely frustrate the customer if you are phoning too regularly or calling without any real focus or value. Every interaction with your customer should be meaningful, set your discussion points in advance and identify clear outcomes – this will help to structure your call, email or meeting.
Giving the customer value and meeting their needs builds loyalty, show your customers that they are important to you and key to your business.
Reaching out to the right customer at the right time and with the right message (remember always adding value!) can strengthen your relationships and make them more likely to purchase from your company again.
How do you look to continue and build on your existing relationships? KSA Sales Solutions can help you to plan and create a follow-up strategy that all your team could follow. If you would like to find out more, contact us.