2 Importance of Personal Selling Allows the firm to immediately respond to the needs of the prospectAllows for immediate customer feedbackResults in an actual sale
3 Evolution of Personal Selling Hard sell: Formerly thought customers had to be forced into making a purchaseRelationship selling: Now selling requires the development of a trusting partnership in which the salesperson seeks to provide long-term customer satisfaction
4 Recent Trends in Personal Selling Relationship selling: regular contacts over an extended period to establish a sustained seller-buyer relationshipTeam selling: combination of salespeople with specialists from other functional areas to promote a product; useful in sales situations that call for detailed knowledge of new, complex, and ever-changing technologiesSales force automation (SFA): applications of computer and other technologies to make the sales function more efficient and competitive
5 What is the main objective in sales? Supply needs & wants of customersHelp customers make wise buying decisionsTo ensure customer satisfaction so the firm can count on repeat business
6 Definition of Personal Selling Personal selling involves oral conversations, either by telephone or face-to-face, between salespersons and prospective customers.“A salesman is someone who sells goods that won’t come back, to customers who will.” (Anonymous)
7 Personal SellingPersonal Selling: Any form of direct contact between a salesperson and a customer.Types of personal selling situationsRetail Selling: Customers come to the store.Business-to-Business Selling: May take place in a number of locations: manufacturer’s or wholesaler’s showroom (inside sales) or a customer’s place of business (outside sales).Telemarketing: Selling over the telephone.
8 Consultative SellingConsultative Selling: Providing solutions to customers’ problems by finding products to meet their needs.
9 Feature - Benefit Selling The concept that a salesperson needs to match the features of each product to a customer’s needs and wants.Product Features: A physical characteristic or quality of a good or service that explains what it is.Tangible Product Feature: Physical characteristics of a product.Extended Product Features: Although not always physically part of the product, important in the purchase decision.
10 Feature - Benefit Selling (cont.) Customer Benefits: Advantages or personal satisfaction a customer will get from a good or service.How does the feature help the product’s performance?How does the performance information give the customer a personal reason to buy the product?
12 Over-the-Counter Selling Order takerOrder GetterA salesperson who only processes the purchase that the customer has already selectedRetail outlets that are heavily oriented toward self-service
13 Over-the-Counter Selling Order takerOrder GetterA salesperson who actively seeks to provide information to prospects, persuade prospective customers, and close salesPersonal service oriented storesMay practice suggestion selling
14 Field Selling Professional Salespeople National account managers Missionary SalespeopleSupport SalespeopleHelp prospective customers to define their needs and then suggest the best means of meeting those needs, even if that requires suggesting that the prospects use a competitive product
15 Field Selling Professional Salespeople National account managers Missionary SalespeopleSupport SalespeopleHighly skilled salespersons who call on key customers’ headquarters sites, develop strategic plans for the accounts, make formal presentations to top-level executives, and assist with all the product decisions at that level
16 Field Selling Professional Salespeople National account managers Missionary SalespeopleSupport SalespeopleThey do not seek to obtain a direct order from their customersPrimary goal is to persuade customers to place orders with distributors or wholesalers
17 Field Selling Professional Salespeople National account managers Missionary SalespeopleSupport SalespeopleSupport the sales force in a number of waysTechnical support salespeople assist with technical aspects of sales presentationsMerchandisers may set up product displays
18 Telemarketing Telemarketing Utilizing the telephone for prospecting, selling, and/or following up with customersOutbound: the salesperson uses the telephone to call customersInbound: Firms which have customers calling the vendor company to place orders (toll-free phone numbers)
20 THE FIVE SALES CHANNELS Over-the- CounterField SellingTele- marketingOnline SellingInside SellingPersonal selling occurs through several types of communication channelsEach sales channels has unique aspects which make it relevant for particular sales situations.
21 Roles of Personal Selling Identifying decision makers, decision processes, and qualified buyersPromoting to corporate, travel trade, and other groupsGenerating increased sales at the point of purchaseProviding detailed and up-to-date information to the travel tradeMaintaining a personal relationship with key clientsGathering information on competitors’ promotions
22 Why choose the sales profession? Employment in sales is growingSales positions offer advantages:Good compensationIntrinsic reward from helping customersFlexible in day-to-day activitiesHigh-visibility career trackLimited supervisionTravel opportunitiesIncreasing responsibilities
23 Specific Types of Sales Jobs Trade SellingBuild sales volume by providing customers with promotional assistance in the form of advertising and sales promotionMissionary SellingTechnical SellingNew-business SellingRetail SellingTelemarketing
24 Specific Types of Sales Jobs Trade SellingWhere trade salespeople sell to, missionary salespeople sell for its direct consumersMissionary SellingTechnical SellingNew-business SellingRetail SellingTelemarketing
25 Specific Types of Sales Jobs Trade SellingOften technically trained in chemistry, engineering, and computer scienceSupport the regular sales force or help sell the productMissionary SellingTechnical SellingNew-business SellingRetail SellingTelemarketing
26 Specific Types of Sales Jobs Trade SellingUsed in industries that have one time or very infrequent sales, thus, salespeople must constantly develop new leads to generate salesMissionary SellingTechnical SellingNew-business SellingRetail SellingTelemarketing
27 Specific Types of Sales Jobs Trade SellingWide range of skills requiredCan require knowledge, communication skills, and ability to work with diverse customersMissionary SellingTechnical SellingNew-business SellingRetail SellingTelemarketing
28 Specific Types of Sales Jobs Trade SellingTelemarketing uses outbound calls to:Open new accountsQualify advertising leadsService existing businessMissionary SellingTechnical SellingNew-business SellingRetail SellingTelemarketing
29 Annual Pay for Sales Representatives & Sales Managers
30 Sales Force Compensation Commission: incentive compensation directly related to the sales or profits achieved by a salespersonSalary: fixed compensation payments made periodically to an employee
31 What are the different kinds of customers? 1) Prospective Customer: no specific purchase in mind, undecided2) Decided Customer: knows what they want, decided3) Casual Visitor: no purchase in mind, may not be shopping, just looking4) Customers with Complaints
32 What are the four steps that most people go through when making a purchase? Attention: thoughts are focused on a product2) Interest: attractiveness or usefulness of the product has been noticed
33 What are the four steps that most people go through when making a purchase? (cont.) 3) Desire: item is wanted by buyer4) Action: customer makes decision
34 Why do people to buy products? 1) To fulfill basic human needs2) Wants: desirable but not essential
35 What motivates people to buy a product or service? 3) Other factors:money or costprioritiesc. self-confidence (a self confident customer is more likely to buy, and a self confident salesperson is more likely to sell)
36 Customer Buying Decisions Rational Motive: Conscious, factual reason for a purchase such as:product dependabilitytime or monetary savingsconveniencecomfortrecreational value
37 Customer Buying Decisions Emotional Motive: Feelings experienced by the customer such as:social approvalrecognitionpowerloveaffectionprestige
38 Customer Buying Decisions Factors that affect customer decisions.Amount of previous experience with the product.How often the product is purchased.Amount of information necessary to make a wise buying decision.
39 Customer Buying Decisions (cont.) Factors that affect customer decisions.Importance of the purchase to the customer.Perceived risk involved in the purchase (financial loss, physical or emotional harm, won’t function properly).Time available to make the decision.
40 Customer Buying Decisions Extensive Decision Making: Used when there has been little or no previous experience with the item because it is infrequently purchased.
41 Customer Buying Decisions Limited Decision Making:Used when a person buys goods and services that he or she has purchased before but not on a regular basis.
42 Customer Buying Decisions Routine Decision Making:Used when a person needs little information about a product because of the high degree of prior experience with it.
43 What are the methods used when dealing with different types of customers? 1) Talkative Customer:Listen attentively and direct the conversation toward the product.Be Patient.2) Indecisive Customer:Provide facts about the product patiently and thoroughly in order to reassure the customer
44 What are the methods used when dealing with different types of customers? 3) Know-it-all Customer:Let the customer confirm the facts. Do not compete or argue with the customer.4) Silent Customer:Ask intelligent questions in order to stimulate the conversation and always be patient.
45 5) Disagreeable Customer: What are the methods used when dealing with different types of customers?5) Disagreeable Customer:Be patient, polite and do not show anger. Admit to any disadvantages of the product.6) Delaying Customer:List the sound reasons why product should be purchased.
46 What are the methods used when dealing with different types of customers? 7) Decisive Customer:Keep the sales presentation short and to the point. Allow the customer to state his/her conclusions.8) Customer in a hurry:Approach the customer immediately, determine their needs quickly and close the sale.
47 How do you prevent a customer from being dissatisfied? The best way to handle a dissatisfied customer is to not create one. Make sure that any applicable warranty is thoroughly understood. Avoid selling a customer a product that does not fit their needs/wants.
50 The Sales ProcessWhat happens during the process of a sale from the time you walk in the door to the time you leave?
51 Steps of A Sale1. Preapproach: Looking for customers and getting ready for the sale.2. Approaching the customer: Actually greeting the customer face-to-face.3. Determining needs/wants: Learning what a customer is looking for.
52 Steps of A Sale4. Presenting the product: Educating the customer about the product’s features and benefits.5. Handling questions and objections:Learning why the customer is reluctant to buy.Providing information to remove that uncertainty.Helping the customer make a satisfying buying decision.
53 Steps of A Sale6. Closing the sale: Getting the customer’s positive agreement to buy.7. Suggestion selling: Suggesting that the customer buy additional merchandise or services.8. Reassuring and following up: Helping a customer feel that he or she has made a wise purchase.
54 The Sales Process – __________ Stage 1APPROACH:1. Preapproach2. Approach3. Determine Customer Wants & NeedsStage 2PRESENTATION:(Select Product)4. Feature Benefit Presentation5. Handle ObjectionsStage 3CLOSE:6. Close the Sale7. Suggestion Selling (Complete the transaction)8. Follow Up & Service
55 Throughout the sales process, the salesperson should be continually… planning next action stepsconfirming understandingasking for referralsseeking additional opportunities to serve & sellevaluating responses & results (positive/ negative)affirming decisions (minimizing buyer’s remorse)positively expectant
56 STEP #1: PREAPPROACH Getting ready for the sale…. Resources: Direct experienceWritten publicationsOther peopleFormal training
57 The Pre ApproachObserving and getting ready to sellA customer walks into your store and you observe what they are looking at before you greet them.You’re a home improvement business and you drive around the neighborhood to observe which houses require home repairs.
58 3 Types of CustomersUndecidedJust LookingDecided
59 The Preapproach Getting Ready to Sell Finding new customers by prospectingRetail sales not a prevalent because the customers come into the store.Important for the salesperson to open new accounts to generate sales volume.
60 ProspectFind customersGet leadsBuild a referral baseCold-call
61 Reasons for Prospecting Increase SalesReplace Customers
62 Finding Customers In order to be a Prospect: Need for the product Prospecting – looking for new customers…In order to be a Prospect:Need for the productResources to buy productAuthority to buy
63 What is prospecting?Finding potential customers
64 Examples of Prospecting Wedding Pictures:Look in newspapers for wedding announcementsRoof Repair:Door to Door/Driveby/TelemarketingGolf Vacations:Mailing list for Golf DigestMemberships to Courses
65 Prospecting and qualifying prospective customers: Blind prospectingCold calling or canvassingSales blitzLead prospecting
66 Referrals Cold Calls Terms to Know Potential customer names given by previous customersCold CallsRandomly searching for customers.Drive byTelemarketing
67 The Personal Selling Process ProspectingProspecting involves finding qualified sales leadsQualified sales leads: potential customers that have a need for the salesperson’s product, and are able to buyReferrals: obtained by the salesperson asking current customers if they know of someone else who might have a need for the salesperson’s productCold-calling: means contacting prospective customers without a prior arrangement
68 Sources and Methods of Prospecting Employer leadsTelephone DirectoriesTrade and Professional DirectoriesNewspapersCommercial ListsCold CanvassingCustomer listsBuyer listsOrphaned customersPublic ExhibitionObservationDirect MailCustomer Referrals
69 Interview Qualify prospect Find out Potential customer? Yes/No How much will they buy?Do you want them as a customer?Find outWhat prospect needsProspect’s problemsCurrent suppliers (prices?)Attitudes, valuesPolicies, decision makers
70 Preparing for the Sale Industrial Sales Analyze past sales records. View notes about the personal aspects of the customer.Qualify new customers.Inquire with other salespeople who are with non-competing lines.
71 Preparing for the Sale Industrial Sales Ask questions in a pre-visit phone call.Make an appointment to see the prospect in order to have time to explain the features of your product.
72 The Personal Selling Process Pre-approachThe collection of information about the potential customer and the customer’s company prior to the initial visitResearching the prospect and the company will assist the salesperson in planning the initial presentation to the prospective customer
73 Preparing for the Sale Retail Sales The customer comes to you, so most of the preparation is in the retail store.Stock keeping and house keeping duties are important.Learn about the merchandise and the prices of the merchandise.
74 STEP #2: APPROACHThe 1st communication between salesperson and customer
75 The APPROACH is… The first face-to-face contact with the customer. Can make or break a saleSets the mood or atmosphereEstablishes a relationship
76 What your mother said is true . . . You never get a second chance to make a first impression!
77 Approaching the Customer First impressions count; if a customer is turned off by the approach it will be difficult to win him or her over.Be alert to what interests the customer.
78 Approach (cont.)Establish a rapport and a positive relationship with the customer.Be aware of the customer’s buying style
79 The Approach in Industrial Sales Setup an appointment during the preapproach, and arrive early to the appointment.Introduce yourself, smile, and shake hands.
80 The Approach in Industrial Sales Engage in small talk to build a relationship with the customer.Comment on important things to keep the customer interested.
81 The Approach in Business-to-Business Selling Set up an appointmentIntroduce yourself with a firm handshake and a smile.Be more personal with customers you know.Use good opening statements with new customers.
82 The Approach in Retail Selling If customer is in a hurry, approach quickly.If customer is undecided, let them look.Encourage customers to look around and to ask questions.
83 The first encounter with a potential customer… Service approachGreeting approachMerchandise approachCombination approach
84 Service Approach Method Methods for the initial approach:Service Approach MethodAsk if assistance is needed.“May I help you?”Problem – customer says, “I’m just looking.”Instead, ask “How may I help you?”
85 The Approach in Retail Sales Service Approach Method“How may I help you”Appropriate when the customer is obviously in a hurry or you are simply an order taker.Ineffective in most situations; you lose control of the sales situation.
86 Greeting Approach Method The salesperson welcomes the customer“Good morning.”Establishes a positive atmosphere.
87 The Approach in Retail Sales Greeting Approach Method“Good afternoon, Mr. Wright” or an appropriate personal comment.This approach begins conversation and establishes a positive rapport.Do not focus on the merchandise.
88 Merchandise Approach Method Let the customer look around. When they show interest in a product, the salesperson makes a comment or asks a question.The most effective approach because it gets the customer talking about the merchandise he/she may be interested in.
89 The Approach in Retail Sales Merchandise Approach MethodThe salesperson makes a comment or asks questions about a product that the customer is looking at.Ask questions about the item.Usually the most effective approach because it immediately focuses attention on the merchandise.
90 Which Approaches ?SERVICE APPROACH DECIDED CUSTOMERThe decided customer doesn’t require your help. They know what they want. They are ready to buy.Timing: You must move quickly.The decided customer will take possession (hold) of the product.The decided customer may be headed toward the check out.
91 Which Approaches ?MERCHANDISE APPROACH UNDECIDED CUSTOMERThe undecided customer will require your patience. They will have many questions, and will require product information.Never give this customer too many choices, they will have a hard time making a decision.Timing: Allow them to look first then approach
92 Which Approaches ?MERCHANDISE APPROACH JUST LOOKING CUSTOMERThe just looking customer will require your patience. They like to be left alone.Timing: Allow them to look – Go slow.
93 REVIEW Types of Approaches 1) ServiceHOW may I help you?2) Greeting Hi welcome to Wal-Mart
94 REVIEW Types of Approaches 3) MerchandiseI noticed you were looking at our latest in pottery.4) CombinationHello, we have a special today buy 2 shirts get the 3rd one ½ off!
95 STEP #3: DETERMINE CUSTOMER WANTS & NEEDS How to determine consumer needs:Determine customer’s reasons for buyingObservingListeningQuestioning and Engaging
96 The Personal Selling Process Need IdentificationRequires asking probing questions of the prospective customer to determine needsThe salesperson should ask open-ended questionsMake sure that the customer’s needs and potential concerns are addressed
97 When to Determine Needs In Retail Selling: Immediately after the approach.In Industrial Selling: During the preapproach.
98 Analyze NeedsUsually during initial/only meeting in business to consumer (retail) sales.Detailed analysis of customer needs.How will customer use product?How will it help customer?
99 Throughout the sales process, the salesperson should be continually… asking questionslisteningqualifying (the opportunity for both parties)discovering hot buttons (wiifm?-what’s in it for me?)building rapportestablishing trustdeveloping credibilitydeveloping a valuable relationshipaddressing objections
100 How to Determine NeedsObservingListeningQuestioning
101 What methods are used to determine customer wants and needs? Ask direct questions and give clear answersObserve what merchandise the customer looks at
102 What methods are used to determine customer wants & needs? (cont.) 3) Watch the customers facial expressions for clues or reactions to the sales presentation4) Listen carefully to what the customer says
103 STEP #4: PRODUCT PRESENTATION What products do you show?How they will use the product?Show a medium-priced product first!Highlight the features and benefits (FEATURE BENEFIT PRESENTATION)
104 The Personal Selling Process PresentationThe focus of the sales presentation is the salesperson’s explanation of how the features of the product provide “benefits”Presentation may be flexible or memorizedThe salesperson should be prepared to provide documentation for any statements of fact that are made
105 Select Products to Present Decide which products to show.Determine the price range.Show no more than3 products at a time.
106 What to Do Display the product creatively and attractively. Demonstrate to build customer confidence.Use sales aids such as articles, audio-visual aids, drawings, graphs, etc…Keep the customer involved.
107 What methods are used to fulfill customer wants and needs? Point out product benefits that best fit the customer needsExplain facts in terms the customer can understandDemonstrate product to customer
108 Product Presentation This is the pitch. Show how your product helps solve customer’s problems.Match your product’s features (attributes) to customer’s needs and problems.Focus on customer.This is a skill that needs to be learned.
110 Product presentation time! Display and handle the productDemonstrate the productUse sales aidsInvolve the customerHold the customer’s attentionREMEMBER Customers BUY BENEFITS!
111 STEP #5: OVERCOMING OBJECTIONS Objection vs. ExcuseObjection based on:-Need-Product-Source-Price-Time
112 The Personal Selling Process Handling ObjectionsThe salesperson may have failed to provide adequate information, or have not demonstrated how the product meets the needs of the prospectObjection is a sign of interest on the part of the prospectProvide information that will ensure the prospect’s confidence in making the purchase
113 Objection or Excuse?Objections - Honest reasons a customer has for not making a purchase.Excuses - Insincere reasons for not making a purchase.
114 Common ObjectionsNeed: Customer has a conflict between wanting something and truly needing it.Product: Objections based on the product itself such as quality, size, appearance, or style.Source: Objections based on negative past experiences with the firm or brand.Price: More common with high-quality, expensive merchandise.Time: Usually reveal a hesitation to buy immediately. Sometimes are in the form of excuses.
115 Handling Objections Listen Carefully. Acknowledge the Customer’s Objections.Restate the Objections.Answer the Objection.
116 Methods to handle objections SubstitutionBoomerangQuestionSuperior-pointDenialDemonstrationThird party
117 STEP #6: CLOSING THE SALE Watch for buying signals:Verbal closing cluesNon-verbal closing clues
118 The Personal Selling Process GainingCommitmentCommitment is gained when the prospect agrees to take the action sought by the salespersonThe salesperson must ask for commitment
119 Close This is where you make your money. This is why salespeople exist!The most important part of the salesperson’s job.Lots of tricks and techniques… be careful.Be persistent. 5x average (no vs. yes)
120 ABC - Always be ClosingBe prepared to close the sale at any time. The sales process doesn't have to continue through all the steps. You can close a sale at any time.Prospect who is ready to buy, money in hand, waving it in the air, however, the salesperson stops them and says wait, I haven't finished my presentation yet, let me tell you how great I am.They've been taught to go through all the steps so they keep talking and many times talk themselves out of a sale.At any point during the sales process the prospect is ready to buy...close the sale.
121 How to Recognize Buying Signs Buyers will often give you signs they want what you're selling. These signs can either be verbal or visual.A buyer may start asking more questions.They nod their head in agreement.They require more in depth information.They start talking about how things will be when they own the product.
122 How to Recognize Buying Signs Some visual signs to watch for are:a smile,a raising of the eyebrowsmoving closer to you so they can see better.If it's a couple they may show more affection or they may look at each other in a certain way.When you have memorized your presentation you can be more aware of these buying signs and your closing ratio will increase dramatically.When you know what you are going to say and don't need to think about it, your sales will increase dramatically because you can sit back and watch their body language and buying signals and you'll know when they're ready to buy.
123 Methods for closing the sale WhichStanding-room onlyDirectService
124 CLOSING METHODSWhich Close: Encourages a customer to make a decision between two items.Standing-Room-Only Close: Used when a product is in short supply or the price will go up in the near future.Direct Close: Method in which you ask for the sale.Service Close: Explains services that overcome obstacles or problems.
125 How to Make the Decision to Close the Sale When you have qualified the prospect properly, the buying signs are there and you know they want to buy, make the decision that the best thing for the customer is to buy.Then focus your attention on talking about the things they like or feel are important as you close the sale. Put your personal feelings about your product or service aside and focus on the buyer.
126 Seven More Possible Strategies for Closing Sales Trial closesAssumptive closeSummary or summary-of-the-benefits closeSpecial concession closeEliminating-the-single-objection or final-concern closeLimited-choice closeDirect-appeal close
127 Closing the Sale Failure to Close the Sale. If at first you don’t succeed try again.60% of all sales follow four or more attempted closes.
128 STEP #7: SUGGESTION SELLING Selling additional goods to enhance the original purchaseCross sellingUpsellingSpecial sales opportunities
129 Suggestion Selling Benefits To the Salesperson: Shows genuine concern for the customer and makes them want to do business with you again.To the Customer: He or she is more pleased with the original purchase.To the Company: The time and cost involved in suggestion selling is less than the cost of making the original sale.
130 Suggestion Selling Methods Offer Related Merchandise: A good or service the customer should have to increase the use or enjoyment of the original purchase.Recommending Larger Quantities: This method usually works with inexpensive items or when money, time, and/or convenience will be saved.Call Attention to Special Sales Opportunities: As a matter of customer service, salespeople are obligated to communicate special sales opportunities.
131 STEP #8: FOLLOW UP & SERVICE It’s not over when the customer signs.Make sure delivery is made, customer is trained, and customer is happy.Periodically, check in with customer.Don’t just show up when it’stime to make another sale.If you don’t keep customerhappy….someone else will!(your competition)
132 The Personal Selling Process Follow- UpThe salesperson completes any agreed upon actionsThe salesperson should stay in touch after the sale by writing thank-you notes, clipping and mailing newspaper articles of interest to the prospect and calling on the customer to ensure the customer’s satisfaction
133 How to maintain a relationship with the customer… Order processingOrder fulfillmentCustomer serviceKeeping a client fileEvaluate sales efforts
134 Reassuring and Following-up After-Sale ActivitiesCustomer Relationship Management (CRM): Involves strategies used to stay close to customers.Taking Payment / Taking the Order: Work quickly and courteously to complete the order and avoid saying or doing anything that might irritate the customer.Departure: Before the customer leaves, or before departing a clients office, reassure the person of the wise buying choices that have been made.Follow-up: Follow through with all promises and check on customer satisfaction with the purchase.Evaluation: Send questionnaires or call customers to check on how well they were treated by the sales and service staff.
135 Remember everything you do builds the relationship you have with your customer…
136 What is CRM? Customer Relationship Management Implement technology and CRMMaintain contactsMaintain relationshipsDevelop customer loyaltyImplement rewards program
137 Customer Service Tips And Techniques Customer Relationship Management (CRM): Involves strategies used to stay close to customers.68% of people quit doing business with companies that have poor customer service.It is far easier to lose customers due to poor service than for your product's quality or cost.It costs 5 times as much to bring in a new customer, than to keep an existing one.
138 Customer Service Tips And Techniques Attention to customer service will go a long way in helping you to satisfy your customers and make them feel as if they are truly special.
139 CRM1. Always tell your customer what you CAN do for them. Don't begin your conversation by telling them what you CAN'T do.2. Allow irate customers to vent. Do not interrupt them or start to speak until they have finished having their say.3. Diffuse anger by saying "I'm sorry” or "I apologize."4. Use your customer's name at different points in the conversation.
140 CRM (cont.)5. Make certain that your "solution" to the customer's problem is acceptable to them. Get their approval and agreement.6. Always conclude each conversation with a "Thank you" or a verbal message of appreciation for their business.7. Make certain that your tone of voice is in sync with your words. Remember, your tone of voice can completely contradict your message.
141 CRM (cont.)8. Listen attentively! There is nothing worse than asking an irate or troubled customer to REPEAT what they have just said.9. Go the extra step by following up on your solution. Re-contact the customer to make certain that everything has been handled in a satisfactory manner, and they are pleased with the outcome.10. Remember to ask if there is anything else that you can do for your customer. Taking the time to ask the question often results in increased business and a more committed customer.