Customer Service Standards - Part 2

posted: Friday, September 16, 2011

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We started looking at customer service standards the last time we were together and we continue with that today.

Dress for success: Whether we like it or not, we are judged on how we look and people want to deal with people who look professional. No matter what you are selling, it is important that you are dressed in a way that screams professionalism to your customers. You will not offend anyone if you are dressed for success, but very well could drive customers away if they believe you are not capable because of the way you are dressed. It’s hard enough to attract customers and sell to them, don’t make it harder just because you are not dressed appropriately.

Give them you full attention: This sounds basic, doesn’t it? I mean the whole reason we are salespeople is to sell to our customers, giving them our full attention should be a no-brainer. If, for whatever reason, you do not give any prospect your full attention then you are telling them that they are not worth your time. My guess is that you are not going to close a lot of sales. We live in a society with cell phones, pagers and intercoms but nothing matters more than the customer standing in front of you. Everything and everyone else can wait until you are finished. There are some things in sales that you have no control over; this is not one of them.

Never interrupt: This goes hand-in-hand with giving them your full attention, never interrupt your prospects when they are talking to you. The information that they are providing to you is far more important than anything you might have to say. They might be about to tell you something that will make closing the sale very easy. But if you interrupt, you may miss it and send a slam-dunk sale right out the door. In addition to the possibility of missing critical information, it’s just plain rude to interrupt someone. You are trying to establish a relationship of trust with your customer and interrupting them is not going to help in that process. In short, your customer knows what they want better than anyone else. Don’t interrupt when they are trying to help you sell to them.

These customer service standards, for the most part, are common sense, but get lost in the day-to-day world. These standards are too important to lose.

FINAO - Brad Huisken

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