Providing better service for customers
If, for example, you work in one branch of a department
store, and receive a call from someone working in a sister branch of the same
store wondering if you have in stock a particular item – one which their branch
has run out of, for example, then that individual technically, and temporarily,
becomes a customer to you. They want something and are hoping that you can
deliver it. To do your job the way one would hope, you will go to whatever
lengths are possible in order to provide the best service possible to whoever
needs it from you.
Of course, the most regular customers tend to be the
external customers who provide the “bread and butter” of any
business, the regular day-to-day custom that drives the profits and income of a
company. It is also these customers who will, by word of mouth and other means
bring your business to the attention of other potential customers. Their role
in a business’s success is essential, and these customers should be the
immediate concern of any business. Ensuring that these customers are satisfied
will make the difference between success and failure for any company.
External customers are anyone outside your company that you interact with — not just the people who buy goods or services from you. External customers are what can be considered ‘traditional’ customers:
· They take our products and services and pay for them
· They exist ‘outside’ the confines of our own organization
· They are open to approach from our competitors
· They may not always be dependent upon us for products and services and may switch away to our competitors
Internal customers include anyone in your organization who
relies on you for services, resources, or information.
Providing excellent customer service to internal customers
sets a positive tone for all personal interactions. If internal customers
receive excellent customer service every day, they will consider this the norm.
If they interact with external customers, they are likely to treat those
customers the way they have been treated. Excellent customer service, like most
types of human behavior, is contagious.
The quality of service you provide to internal customers
ultimately affects the quality of service your company provides to external
customers. Even if you never interact with someone outside your company, you
are still engaged in customer service. An internal customer may look for any of
the following:
· Materials
· Information
· Instruction
· Participation
· Assistance
Internal customers are the people in our own organization
who are dependent on us for without whom they cannot perform their tasks to
maximum efficiency, and this has either a direct or an indirect effect on the
external customer.
Conference for new sales managers
In sales management, many managers they do excellent follow up with subordinates and clients. Unfortunately, most of the sales managers they don’t ask enough questions to understand why customers are not interested. Asking questions is not only viable but creates an opportunity for sales people to get valid results helping them to take decisions accordingly.
Sales is an art, not a job neither a career
“Why” is critical in each and every sales process
As a sales manager it is critical to ask questions, furthermore, will customers always tell you the secret behind refusals?
Final thoughts and something more
Sales is a process that should be followed and implemented. Applying sales processes will decrease stress and increase opportunities. Missing few steps within a sales process will lead to demotivation and sad ending. Unfortunately many salespeople don’t know the process, on the other side, many of them are willing to learn.
Is learning sales process affordable with QOLD Business & People Development Inc. Canada?
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