Regardless of the industry you work in, customers are the most important part of your business. The aim is to find a balance between prioritizing customer needs and meeting business goals. By gaining an understanding of the true meaning of customer-first sales, you can construct a powerful customer first strategy for your business. The result is an an incredible impact on your customers live and your own progress as an ethical salesperson.
Curious? Be inspired by the following tips.
1. Stop Selling and Start Helping your customer
The most important behaviour for salesperson is to help without getting in the way. People do not want to be interrupted with information they are not interested in. Identify your customers’ needs and expectations and decide how to help them.
They may need help to understand product differences or pricing or even the features of the car. A helpful salesperson can play a role in supporting customers to understand what they need to know.
“A customer forgets what you said or did, but they will never forget how you made them feel”
2. Coach Customers in their buying journey
Even though the objective is to sell something, the task of the salesperson is informing the buyer and guide him/her through the buying journey. Ask questions and listen, be helpful and provide solutions. Talk about the destination, not the plane.
3. Can I help Everyone?
No, you can’t. Nor should you try. Some customers dislike speaking with a salesperson. Sometimes they avoid a salesperson even when greeted. Of course, you should stay genuine friendly, in an atmosphere of hospitality. Make sure the customer feels comfortable. The goal is that this particular customer remembers you with a good feeling.
4. To start helping, change how you think about selling
When someone calls or emails you to ask for information about a car or services, see it as an invitation to help. Certainly, not every customer who gets in touch needs your help. However, if you analyse their expectations and the various ways you can help, you’ll likely uncover a human truth that reveals the real story.
5. Hospitality to break the ice
Hospitality is for me the most important component of any customer experience.
It is vital that you make your customer feel welcome. A ‘first impression’ is created in the first minute of the contact. So, use genuine interest and proper communication. Show empathy.
Providing hospitality creates the experience customers deserve. And the better the experience is, the better online reviews and referrals will be. It will help you to repeat business.
Does this mean that the sky is the limit?
No! Hospitality is also about setting well defined and clear limits. Don’t forget that every organization applies rules. To avoid confusion, you can better be clear about these rules but do this in a friendly way.
““Hospitality is not only taking an extra step, but it’s going the extra (s)mile””
It’s a core value which you must continue develop. Always remember: Customer First.