Dear MyCareer Alumni,
Are you needing a Customer Service boost? Is your Sales Team losing focus or missing the mark when it comes to keeping the client happy and securing the sale?
Here are some helpful tips and breakdown of the CRM process and the importance of understanding your customers needs and expectations.
Roland Roccioletti MAICD, ESCI
CUSTOMER RELATIONSHIP MANAGEMENT
CRM is a strategy, process and technology that lets your company make the most of every sale by optimising revenue and getting a better understanding of the customer's needs. The CRM universe rolls together sales (as a type of Sales Force Automation), marketing, and customer service into a single package. That information is then used to manage, measure and keep track of the processes of marketing, sales and customer service as they relate to that customer. Overall, it builds greater loyalty and a better customer experience.
With CRM everyone has access to what's going on with every customer and can access the information necessary to keep that customer happy.
Now, if we focus on the Sales portion of this we see that, with CRM, Sales can build that relationship and that relationship can be extended deeper into the company to customer service. So, you have an even greater chance of keeping that customer happy and addressing his or her needs quickly and efficiently. Marketing can use the data gathered to develop new business solutions, directions and more effectively communicate the offerings of the company.
SALES TIPS AND TECHNIQUES
These tips are basic guidelines that any sales person can benefit from.
- Listen to the emotional side of your prospect or client
- Focus on your prospect or client's needs
- Use language that focuses on your prospect or client
- Help your prospect see the bottom line
- Find out your prospect's priorities
- Know your prospect
- Focus on why they should buy - not their objections
- Sell the benefits - not the product
- Never rush the sale or the customer
- Know your products, as well as the market - be a RESOURCE
- Follow through with promises
- Focus on the client's success
- Use explanations rather than excuses