If you’re in business, you’re in sales.
Basically, if you’re earning a living, you’re in sales.
Whether you use these skills to close the sale, at the bank to get a loan, to hire skilled staff members, or get services and supplies to increase your business productivity, essential sales skills are mandatory to performance.
Contrary to popular belief, closing a sale is only the first step to increasing your sales, not the last. After-sale service shows customers you want to build a long-term relationship, earn their loyalty, and keep their business. This will in turn, encourage your current customers to refer your business to others. At the end of the day, increase sales and profitability over the long term.
There are no quick fixes. Achieving good sales skills takes time and after-sales service, for me, includes living by what was promised at the on-set—the reason the customer decided to spend their hard-earned dollars with MP Benefits over the competition. This also includes the follow up, offering on-going education, and most importantly effectively dealing with complaints and concerns from both the claiming process and administrative delivery from the insurance provider.
Recognize that we live in a world of constant change. Whatever product we sell or deliver is a victim of this change. To effectively service clients, it is important they hear about industry changes/innovations from us and not the competition. The quickest way to lose a client is to not keep them up to date, not to mention the missed opportunity.
It’s true, not everyone will necessarily want to make these changes, they are happy and satisfied with the status quo, but by keeping clients up-to-date, you’ve given them a chance to be educated and offered another opportunity to share the messaging with others who may in fact, be interested. This is essential element in the trust economy, which stretches further than any other currency.
Sometimes going the extra mile pays off with dividends. When there is an opportunity to use your know-how to assist in a trouble shooting exercise, which would typically not fall within the realm of your product offering, this will be deed not soon forgotten.
AND, never forget the power of Thank You. Use all available interactions to make sure your customer feels valued. Establish a rapport. It’s true, I’m proud to say, many clients have become friends.
Information is key
- Clarify what the client is buying and always give them a way out.
- Explain the process to satisfy complaints.
- Be enthusiastic about what you sell.
- Provide updates on the latest information—always.
- Invite customer feedback—keep in touch—connect.
- Provide innovative changes as they happen. Don’t wait to be asked.
- Get personal. Get to know your customer’s businesses so you can refer them.
- Encourage clients to ask questions. Let them know they can trust that even if you don’t know the answer, you will find someone who can help.
- If you can’t help, find someone who can and get back to clients with a referral or suggestion.
- Show examples where the latest innovations may work for them in the future—if not at the present.
- Follow-up on any queries, ensuring the situation has been resolved.
- The Golden Rule: Be generous with your time; give the personal attention you would like to receive.
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