Very often when starting a business, limited resources forces owners to perform most of the tasks themselves such as sales, marketing as well as some day to day operations. They also do their own accounting and take part in customer service.
While we can all agree that this is not the most efficient way to run a business, it’s not a wonder to pick on skills from one department and transfer them to another and improve on the general performance of the enterprise.
Take customer relations and sales for example. These two departments might seem different but skills acquired from handling customer complaints can really improve on the performance of the sales team to help build good customer relations. Let’s find out.
Modern Times Demand Modern Methods
Initially, but not in the so distant past, sales people relied on a simple strategy of cold calling and interacting with as many people as possible to drive sales in the hopes that some of them will make a purchase.
While this method did work, modern times are seeing well-informed customers who value the quality of service as much as making the purchase.
The difference between cold calling and offering good service, is that with the second method, the business is able to retain those customers ensuring they make repeated purchases.
In comes the sales team. These people are the initial point of contact with any new and potential customers. If they create the wrong first impression, it is likely that the customer will want to avoid the business. However, if they are engaging and display professionalism, the customers will be easily drawn in.
This is exactly why sales people need to view customers as human beings and not just another deal to close. And what better way of making this possible than by taking part in customer service?
Through understanding the needs of their clients, sales people are able to view them from a customer relations point of view. Customers are more than willing to share their opinions and complaints but may lack a listening ear.
By listening to the customers, the sales people express empathy and tailor their pitch to show how their product can help solve the customers’ problems as opposed to aggressively trying to get them to buy.
Empathy is one of the most important skills that a customer service rep can have in his arsenal and is the motivation to ensuring that the customer’s issues are met and that they leave satisfied.
Better Customer Relations Equals Loyal Customers
Think about it for a second, what would you rather have, a one-time purchase from a customer or a client that keeps coming back for more? It’s pretty obvious that the second type of customer is best isn’t it?
It is one thing to get someone to buy your product, but it is a completely different thing to have a buyer become an advocate for your business. With a few customers, word will get out of the amazing benefits of buying your products increasing sales and revenue.
This can be made possible by providing the sales team with customer relations skills.
Remember, you don’t find customers for your products, you find products for your customers.