Customer/Client Retention

There’s More To Farming Accounts Than Repeat Business

Whenever salespeople think about prospecting, it often has two distinctly different reactions. For some it can be a challenge that they relish, looking forward to seeking out new opportunities and building new relationships. To others, it can fill them with dread, preferring root-canal work to running the risk of being rejected. Prospecting is often viewed as a necessary evil, the…

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6 Methods To Discover What Your Customer Really Thinks About You

One of my trainers had an interesting conversation with a salesperson on a recent course. The discussions revolved around how close we should get to a customer’s business and whether there is value in knowing how the customer really thinks about us. The salesperson agreed up to a point but said he didn’t know how to get this knowledge, as…

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Understanding Customers’ Perspective To Improve Client Interaction

Unfortunately, conflict is an unavoidable aspect of the human condition, and is likely to creep into the conversation any time expectations differ. Conflict can raise stress levels and leave long-lasting effects on employee health, decreasing job satisfaction, and increasing absenteeism and tenure rates. It is critical that employees who interact with clients on a regular basis work to improve their…

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The 8 Essential Skills You Need To Become A Perfect Listener

We have spoken many times about the key skills required to become an expert salesperson, and we always keep coming back to the specific skill of being able to listen effectively. Listening is a skill in that it can be learned, developed and improved. Here are some ideas that will help you keep developing this essential addition to your armoury:…

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7 Ways To Destroy The Relationship With Your Client

Customers often judge us by the quality of the back-up service we offer. If everything goes well before we actually start working with them, they may see fit to buy our products and services. The proof of the pudding will be after the deal is done. If the back-up isn’t there, we may as well say goodbye immediately to this…

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Why Customer Experience Is So Important For Your Success

Have you a favourite restaurant? Car dealership? Clothes Shop? If you have, it’s probably because of the products they sell and the people who run it. Overall, though, we judge our favourite establishment by the experience we have when using it. These experiences build our relationships with people, companies and businesses. Relationships are made up of touchpoints and touchpoints are…

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10 Ways To Get Your Customer To Commit To The Sale

Closing is seen as the holy grail of any sales interaction. It gets the order, or at least progresses the sale onto the next level. Securing some form of commitment from someone is a great feeling, as you have proved your worth and changed their lives and businesses to some degree because of the changes you will be providing for…

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3 Key Components To Build Customer Loyalty Successfully

There is a saying that customer satisfaction is useless; customer loyalty is priceless. This is well-explained when you consider a familiar scenario. Have you ever visited a restaurant and been ‘satisfied’ and yet never gone back there? I guess you have. If the restaurant measured their success by satisfied customers, they might end up being puzzled why they don’t get…

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Complaints Can Lead To Sales – If You Handle Them Right

No matter how well you’ve done your job, there will always be things that are outside of your control. Things that would drive your customer mad. Things that would make them annoyed. And things that simply add up to bad service. Complaining customers can be a nightmare, but if handled correctly, can actually give you quality feedback. Disgruntled customers tell…

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Here’s An Innovative Way To Create Loyalty & To Get ‘Em Coming Back For More!

So I’ve arrived in Prague on business, get into a taxi outside the airport and the first thing I see is this advert on the back of the drivers and passenger seat. It’s an advert for 47% off my fare if I call the business card instead of getting the hotel to arrange a taxi for me. The taxi driver…

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