1. Collect feedback
Perhaps the most important way to
learn how to better serve customers is
to ask them. Social media is a quick and
simple means of getting in touch with
customers to share their experiences.
Emphasize frontline training
The customer-facing segment of your
team must operate like a well-oiled
machine. Give them ample resources
for addressing customers’ needs and
resolving conflicts effectively with the
human touch.
Don’t ignore bad reviews
Mistakes make great teachers, if you’re
willing to listen to them. When a patron
shares a negative impression of your
service, don’t dismiss it. Seize it as an
opportunity to learn how to do better in
the future.
React quickly
Consumers today expect nothing less
than immediate responses to their
questions and concerns. When your staff
doesn’t respond promptly to inquiries, it
can turn customers off and leave them
feeling unappreciated.
Always go the extra mile
It may be the oldest piece of advice when
it comes to customer service, and for
good reason. Showing that you’re willing
to go above and beyond the call of duty
to satisfy your patrons is a surefire way
to enhance their experiences.
Emphasize “win-win” outcomes
People want to feel good about their interactions with salespeople,
and they don’t want a business to take advantage of them. When
training your representatives, work to help them develop ways to
make customers feel they’ve received everything they wanted. This
“win-win” approach can lead to stronger connections.
Build communication skills
Sales reps must know how to help consumers understand
what they’re selling. Interpersonal skills are just as important as
product knowledge in this regard. Make sure your development
programs teach effective communication alongside the details
of your inventory or services.
Get involved
Managers shouldn’t expect to lock their sales force in a room
for an afternoon and have them emerge as better salespeople.
Leadership must take an active role in the education and coaching.
This means imparting wisdom as well as being open to new ideas.
Practice what you preach
Some people may be able to internalize abstract concepts right
away, but others must practice customer service strategies
before they truly grasp them. Be sure to include role-playing
or another method for having your staff test practices before
attempting to use them on live customers.
Be transparent
Make it clear in no uncertain terms what you expect from your
development sessions. This can keep everyone focused on their
goals and ultimately yield better results.
CHECKLIST FOR
IMPROVING YOUR
SALES PERFORMANCE
& INCREASING
ROI
www.neocol.com
Even if you’re already successful, business as usual won’t cut it. Your sales
organization must stay on its toes to have a chance against the competition. Here
are some tips for improving your ROI when it comes to your sales organization.
Dig into data
With the intensely granular nature of data
today, it’s easier than ever to drill into it
to find the metrics that will benefit your
sales team the most. Advanced platforms
allow you to isolate information that
identifies areas in need of improvement
and packages it in such a way that your
salespeople can act upon it.
Create priorities
Successful organizations don’t simply
review analytics. They harness them
to create specific priorities of skills to
emphasize during training. By analyzing
the performances of all representatives,
the gaps in their skill sets can be more
easily identified.
Communicate regularly
Technology enables you to create a
personalized dashboard for each team
member. This can be extremely helpful
because it allows you to focus the
individual’s attention on the metrics
that matter most for him or her. Setting
goals and milestones won’t matter unless
everyone knows what they are.
Measure success
Without a clear picture of how successful
it is, your sales force may fall into
some bad habits or lose momentum.
This is where up-to-the-minute data
can be useful. It can demonstrate the
effectiveness of everyone’s efforts and
show just how close they are to your
organizational goals.
Automate
Software has the potential to boost
the efficiency of your team through
automation. By taking many repetitive
and tedious tasks off their shoulders, it
enables your employees to concentrate
on what truly matters — building
relationships and achieving goals.
TECHNOLOGY
CUSTOMER EXPERIENCE
TRAINING AND OTHER TIPS