1.) Give the consumer more than he/she expected - do not let them know ahead of time or it won't be unexpected. © Redbaron | Dreamstime.com *** 2.) Provide belief-raising, doubt-reducing information. Assure them they have gotten quality items at a good price. *** 3.) Reinforce in your advertising-for those whom have already purchased from you will be listening. ***
Newsletters are wonderful tools for keeping in touch with your customers and potential customers. They allow you the opportunity to communicate the most information to the best possible market for your product and/or service. Even if it's to keep your customers from forgetting about you, it's a good idea to keep reminding them, and to let them know the new things you've added. It's also a good way to show off projects you've been working on. But most of all make it informational and focus on the things that are important to your readers. As an example,
• Empathize with their situation • Offer to investigate the problem and get right back to them. THREE NEVERS WHEN DEALING WITH AN ANGRY CUSTOMER 1.) Never contradict an angry customer 2.) Never lie to an angry customer (or any customer for that matter). 3.) Never give an irate
I am a firm believer that if you give even 80% effort you will be in the top 10% or higher in customer service. Don't be intimidated by anything or anyone as your competitors will have just as many insecurities as the next business. If you would like to ensure to keep customers coming back, stay focused and follow through on these seven simple ways. Deliver on time. Make deadlines you are sure you can meet, then see if you can beat them. Coming in ahead of time will be a delightful surprise. Solicit feedback - always inquire to make sure the customer is pleased. Make it right — do whatever it takes to compensate your customer. Give preferential treatment. Let your regular customers know they come first! When possible exclude them from price hikes.
Take the initiative to make follow-up contact. Determine whether a phone or personal meeting is called for (if it's a complex decision — set an appointment). When you call, make sure it is a good time for the person to talk. If it is not, schedule a more appropriate time. Think service, not sales - focus your attention on what the client needs. Find out as much as you can about the results the person is seeking. Welcome all questions — Act in their best interest and give them straight answers. Understand before you answer. Also ask them questions, so you can tailor their needs. Know your competition - be prepared not only to address questions about your product or service specifically, but to demonstrate how it compares to others, what trends it reflects
Thinking about marketing your business, but not sure which means or marketing will give the best results for your line of business? Consider the chart below which outlines favorable marketing methods if you sell Products or Services to Businesses: **** Greatest Probability of Marketing Success ** Good Probability of Marketing Success * Medium Probability of Marketing Success
Thinking about marketing your business, but not sure which means or marketing will give the best results for your line of business? Consider the chart below which outlines favorable marketing methods if you sell Products or Services to Consumers: **** Greatest Probability of Marketing Success ** Good Probability of Marketing Success * Medium Probability of Marketing Success
As a business owner, manager or salesperson, you should constantly be on the lookout for "gatekeepers" to send business your way. What is a gatekeeper? A gatekeeper is a person who knows many other persons of whom they could refer to you for business or vice-versa. © Andrey Kiselev | Dreamstime.com Possible gatekeepers are
• Body Language – Avoid gestures that are inconsistent with what is said.
• Creativity – Avoid using either/or alternatives. Use new and creative alternatives.
• Open Mindedness – Be open minded to all potential strategies and tactics.
• Questions – Use questions to establish your prospect’s needs, to clarify issues, to consider new alternatives.
• Neutrality – Avoid value judgements. Use neutral, descriptive terms. Don’t assume the role of the teacher.
• Listening – Listen carefully to what your prospect has to say.
• Communicate clearly – Avoid using technical terms and cliches. Complex language builds barriers between you and your prospect.
By Gerard Nierenberg (Superachievers -Personal Selling power)
With so many books, magazines and other sources available to help businesses succeed, I decided to elaborate on a list I came upon in the Jul/Aug. '93 edition of Personal Selling Power Magazine. 1. NOT MAKING ENOUGH CALLS » How much is enough calls? Take the time to document sales calls to establish the average amount of actual contacts, leads and leads to sales ratio that can be made in an hour. The numbers will either startle or inspire you. 2. NOT FOLLOWING THROUGH WITH PROMISES » Or to be more specific, making promises that you couldn't keep in the first place. Honesty is the best policy. Though you may think you are the most honest person in the world, ask yourself, when was the last time you told a customer the delivery date set is not possible? Scary isn't it?
A recent survey showed there’s no single success secret. These are just a few ideas from businesses surveyed.
• Customer satisfaction (23%) This was the largest single category of responses. “Do unto customers as they would have it done unto them.”
• Word of mouth/referrals (17%) Respondents regard these important to their success. “Delivering the service and then going beyond expectations yields wonderful referrals. This is the best and cheapest advertisement you can get.”
• Marketing planning and Knowledge (13%) Manufacturing people view knowledge and planning as key ways to gain new business and maintain relationships. “Knowing your customers and your market enables you to deliver the service they want and need.”
• Advertising and promotion (11%) Manufacturing and retail respondent value results provided through advertising and promotion in addition to customer satisfaction and planning.
What is your plan for business success?