Telesalestips for the week 25-10-99

Building Relationships with your Customers

All successful businesses rely on customers who repeatedly return to
purchase products or services.Customers will come back to you if their
requirements are met satisfactorily.The building of relationships begins
with identifying your customers as individuals. By tracking the type of
product or service they purchased, finding the frequency and value of
purchase, you can identify your most profitable customers and their
individual requirements.Each transaction with your customer is an
opportunity to learn.

The easiest way to demonstrate trust with your customer is through
loyalty. A loyal customer is the person who is making repeat purchases
from you. If the customer trust you he will buy from you.

You should turn your customers into advocates.You should market your
product or services to meet your customers needs and values and keep
them satisfied. By continually satisfying your customers they
automatically  become advocates.Customers who trust you to give value
and service recommend your services to others.

How to build your Customer Relationship.

1. By understanding your business, customers and your market.
2. Customer Retention.
3. Upgrade your Current Customers.
4. Dont sell products but find solution to customer needs.
5. Keep in touch with your old customers.
6. Getting your new customers.

The most effective way to keep your existing customers is to talk to
them using direct means such as telephone, fax, personal letters etc.Send
invitations to special events.

Treat complaints as opportunities. When handled correctly, complaints
open doors to new opportunities and can turn unhappy customers to
advocates.

For some reason customers may stop buying your product or
service.Continued contact through ongoing communications and offers
customers will come back to you.Educate your customers about getting the
maximum benefits out of products or services.Make special offers and
using incentives to encourage repeat purchase.

Tips

1. Your internal customers(staff) should be 100% familiar with your
products, services and your systems.
2. Make sure the telephone is answered within 3 rings.
3. Offer a guarantee to customers.Customers feel more secure when guaranteed satisfaction. This adds value to your offer and provides  reassurance after the sale.
4. Staff are willing to handle enquiries and complaints.
5. Involve your customers.
6. Give them different options of payment either by cash, cheque or credit cards.
7. Segment your customers.
8. Toll free number to call (0800)

When customer says "No" to your offer actually it means they may be
interested and not convinced. A significant percentage of customers who
say "No" the first time are likely to say "Yes" the next time.

Keep this in mind "Always do what you promised you would do"


Sales thought of the week

Customers loyalty depends upon the trust and relationship you build with them.  W.Saga

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