As we continue our look at the customer service standards, it’s important to remember that the goal is more that getting the customer to say “I’ll take it” on that day. It’s’ also vital that customer service leads to repeat business and referrals. Those are the life-blood of any salesperson and quality customer service is the best way to establish them. Let’s continue.
- Use their name: Customer’s love to hear their name, actually we all do. Simply using a customer’s first name tells them that you are genuinely interested in them as a person, and you recognize their importance. At some point during the initial parts of the selling process, simply introduce yourself using your first name and chances are that the customer will respond by offering their first name. While using their name is a valuable strategy in building relationships, it’s important to not overuse it. Three or four times throughout the process is typically about right.
- Dress for success: Customers want to deal with salespeople who look professional. Part of looking professional involves being neatly groomed, dressing appropriately, clean shaven, etc. That doesn’t always mean you have to be in a suit and tie, but the way you dress should instill confidence in your customers. Avoid outrageous fashion statements and if your company requires a uniform, wear it neatly and always look professional.
- Give them your full attention: This should be obvious. The customers are the reason we are there, so make sure they are getting your full attention. When you are engaged with your customer, it is up to you to block out the ringing phone and everything else going on around you. If you are distracted at all then you are likely to miss something that the customer says. Missing that one thing, could lead to a missed opportunity. In that moment, what the customer is saying is more important than anything else going on around you.
The underlying theme of these three standards is taking the time to get to know your customers and building a relationship with them. If you are able to build relationships with your customers, then you have a chance at long-term success in this field.
Check out Part One of Customer Service Standards here.