Category Archives: Customer Service
DWI – Don’t Wing It! (Well, maybe once)
There are going to be moments when you are faced with having to answer a question or concern from a client or prospect that you’ve never had to answer before. You have two options.
You can take the question under advisement and promise a response after you research it. Or you can improvise an answer. Which choice you make is Read the rest of this entry
MAKE MORE MONEY BY INVERTING YOUR PHONE CALLS
The good news is that it’s an easy fix.
When we first meet a client we put a great deal of effort into building a relationship which includes getting to know them as people – not just clients. This is a good thing. We learn things about each other such as hobbies, family and a host of other things. They don’t necessarily become close friends but they do become more than strangers.
So in addition to business stuff our phone calls usually include some kind of non business chit-chat. You know, asking how they enjoyed their recent holiday trip – or they ask us about ours.
There’s nothing wrong with doing that. It helps Read the rest of this entry
WHATCHOO BUYING THAT THING FOR?
There are two ways of increasing the size of a particular order.
- INCREASING QUANTITIES (this is usually based on volume discounts)
- SELLING ADDITIONAL ITEMS
The second item is much easier than it seems but a lot of folks do it wrong which results in the impression that it’s difficult. This is human nature. If you try something and it doesn’t achieve the desired results, it must be an ineffective strategy.
In addition to being more effective, doing this right way demonstrates to the customer that you really are interested in him. Remember the core principle of selling organically is to care about the customer.
Below are two scenarios – the first represents the most common Read the rest of this entry