Other than your sales team, who else is talking to your customers and how often? Is it your customer service team, engineers, technicians, drivers, or accounting team? If you are looking to expand your sales and loyalty with your customers, you don’t have to expand your sales team. You already have the team in your organization and they are already talking to your customers daily or weekly.
How can they help you build a stronger customer experience with your customers and even grow the business? We are not asking you to turn your people into salespeople.
Many of the sales leaders we work with like the consultative conversation their sales reps are having with their customers and they want to extend this to the other teams in their organization. These teams don’t want to be salespeople and are afraid of the word “sales”. Yet, they do want to “help” the customer.
Here are five ways they can help your customers:
- Simply ask a few more questions about the customer’s project or order they are placing.
- Ask the customer if they need anything else for their project/order.
- Be curious about the customer and their business.
- Provide advice to the customer.
- Be empathetic, listen and acknowledge when there is a problem and ask how they can help resolve the situation quickly.
Knowing how to do this well is essential to customer loyalty and sales growth.
Now think about you, as the sales professional, and the level of service you offer. Do you approach each interaction to build a relationship? Do you ask them questions beyond filling their initial request? Are you knowledgeable enough to answer their questions?
In training teams over the years, we have noticed an overlap in these areas of concern that negatively impact your customers’ experiences:
- Talking too much rather than listening to the customer.
- Not gearing conversations to uncover additional opportunities to help the customer.
- Using trigger phrases that may escalate or irritate already upset customers.
- Not recognizing and working with the various personality styles of colleagues and customers to better meet the customer’s needs.
- Not finding solutions to prioritize the customer’s requests above all else.
More often than not, these missteps and oversights are happening, not because an employee does not want to provide superior service. On the contrary, we have found they simply lack the know-how to do so effectively.
What if these teams had a new tool, let’s say antennas, that helped them tune into their customers’ needs?
[fusion_builder_container hundred_percent=”yes” overflow=”visible”][fusion_builder_row][fusion_builder_column type=”1_1″ background_position=”left top” background_color=”” border_size=”” border_color=”” border_style=”solid” spacing=”yes” background_image=”” background_repeat=”no-repeat” padding=”” margin_top=”0px” margin_bottom=”0px” class=”” id=”” animation_type=”” animation_speed=”0.3″ animation_direction=”left” hide_on_mobile=”no” center_content=”no” min_height=”none”]If you are looking to expand your sales and loyalty with your customers - you don’t have to expand your sales team. Click To Tweet
Customer Conversations program
We see first-hand the benefits to students of the Customer Conversations program because the training and coaching they receive gives them the tools to get better customer results, that will grow your organization’s sales.
Over two days of training, followed by group coaching, participants learn how to use their “antennas”. This helps their customers feel that doing business with them is a premier experience.
Below is an outline of the course:
- Module 1: Defining Premier Customer Experience
- Module 2: The 4A Customer Conversation – Acknowledge, Ask, Advice, Accountability
- Module 3: Challenging Customer Situations
- Module 4: Premier Communication through telephone, email & text
In this course, participants have the opportunity to practice, apply and discuss what they learn. At the end of the course, they will have both written and oral assessments to test their degree of learning. Upon completion, they receive a Customer Conversations Certification.
This course is particularly geared to those teams and departments who deal directly with customers in your organization: inside sales teams, service teams or customer care and administration.
Listen to Angela Leach, one of our trainers at Teneo and creator of the Customer Conversations program, as she shares the top five takeaways reported by participants of this program.
Here’s a thought provoking question – how can the rest of your organization “help” your customers by having better conversations with them?
If you’re interested in learning more about this program, let’s have a conversation!
Lisa is driven by the mantra – Be Strategic. Be Pro-active. Be Brave. – and has been successfully training and coaching sales leaders and their teams to do the same for over 15 years. As the President of Teneo Results since 2003, she has trained thousands of sales professionals at more than 250 companies across North America. She transitions salespeople away from the standard “product & price” approach to having purposeful business conversations with their customers that drive results.