Consultative Sales Training Idea. ......
Consultative Sales Training Idea... “The Competitions Waiting”.
Your competition knows as well as you do that nobody's perfect. So they'll be ready to step in and take over the minute you fail to handle a complaint to the complete satisfaction of the customer. If you follow these basic rules, you'll be successful in keeping the competitor from the door. In another page we looked at:- • Be speedy & tactful. • Never argue.
This page we continue with:-
• Set their mind at ease.
Whenever you get a complaint you need to decide whether it's your company's fault and, if it's not, what action should be taken. But, before you do anything else, you have to convince your customer that you intend to see that they get complete satisfaction. Get an Equitable Decision.
If it should turn out that that you or your company is truly at fault and the customer has a good reason to complain, it's up to you to find the real cause; determine if there's a policy that covers it and how you can offer a fair solution. If you made a mistake, by misquoting a price or not fully explaining terms, admit your error and be sure that the customer now understands. Confirm it in writing so there is no question in your mind or the mind of the buyer about the exact price they are paying. Even when the adjustment requires a decision from your office always let your customer know you are on their side and support his claim all the way. If for some reason there is a complete inability to provide a remedy at this particular time or no adjustment is possible, you have to be honest and straight forward about it. A full explanation, without blaming things like inexperienced help or stubborn management, will help you sell the decision. Follow Through.
After the complaint is handled, a quick follow-up will help keep the competition at bay. If the customer is really satisfied with the way their problem was settled, they will be glad to know that you consider him a good enough customer to check again to be absolutely sure. Use this consultative sales training idea to keep sales and customers you may have lost. Repeat customers are the cheapest sales you can ever make.
|
