Customer Service

9 must have traits of a great salesperson

Posted: 13th November, 2019 in Case Studies, Customer Service, Sales , Tips & Tricks, Training and mentoring

How often do we hear people say that someone has the “gift of the gab” or they could sell “apples to an orchard”?  When it comes to describing stereotypical salesperson, do we imagine them to be an outgoing individual who talks a lot, oozes charm and wit?

Many of us will agree with this image. Yet, one might ask - what is it that makes good salespeople so great?

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The 6 steps in building great customer relationships

Posted: 22nd October, 2019 in Case Studies, Customer Service, Sales , Tips & Tricks, Training and mentoring

We’ve all been in situations when we meet someone for the first time and we instantly hit it off. We can’t put our finger on it, but we immediately like the other person. We feel at ease with each other and there is an immediate connection.

This type of connection doesn’t happen all the time. Normally, it takes longer to build this 'long term rapport'. However, when we do succeed, relationships can last a long time. We may not see each other for a long time; yet we can pick up from where we left off every time.

Having great connections with customers is what we all ultimately want. We need to saviour them, nurture them and develop more of them. So, how can we get there?

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Your voice matters

Posted: 20th August, 2019 in Customer Service, Marketing Services, Sales , Tips & Tricks, Training and mentoring

I am often asked how trainees can make an impression with customers over the phone, sound confident and make a connection.

Naturally, there is a certain amount of knowing what to say, the words we choose and when to say them. However, a lot of good communication comes down to how we say it! In other words - our tone of voice.

Over the telephone our voice carries 85% of the message we wish to convey. Just the remaining 15% is based on the actual words. We need to speak clearly and effectively to create a positive impact.

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The cost of bad customer service

Posted: 20th June, 2019 in Case Studies, Customer Service, Marketing Services, PR & press, Sales , Tips & Tricks, Training and mentoring

Many of us experience varying degrees of customer service on a daily basis.  It can range from being an amazing and pleasant encounter to a downright awful and rude experience.

A great experience may entail walking into a local cafe, where the person welcomes us with a beaming smile. If they know us, they may greet us by name and even remember our order. And if they don’t, they make helpful and sincere recommendations. This simple but friendly experience makes us feel good and can set us up for the day.

On the other hand, we may encounter a surly, bad mannered person who obviously doesn’t want to be there. They don’t bother look up, they mutter and chat to their colleague leaving us waiting.

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Moving from “order taker” to “order maker”

Posted: 28th May, 2019 in Case Studies, Customer Service, Sales , Tips & Tricks, Training and mentoring

As customers, we can all relate to times when we contact a company or pop into a store enquiring about a product or service.  Generally, the person answering the phone announces the company name in a friendly and professional manner. Likewise, if we are in a store the person welcomes us, each of them asking how they can help and the conversation begins.

If we know exactly what we want we tell the assistant what we need. On occasion, they may ask us a few questions to clarify further and determine the exact fit. The order is taken and the transaction completed.

However, there may be times when we are unsure about what we want, we may need more information or perhaps guidance to make the right decision. This is where the sales person moves from being the “order taker” to the “order maker”.  

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