Sales Quote Of The Day
“Quality performance (and quality service) starts with a positive attitude.” – Jeffrey Gitomer
Today’s Sales Nugget
Is Customer Care Your Responsibility?
Most sales professionals think that customer care is not their responsibility. That has been true in traditionally sales cycle, where customer care use to start right after a sale was done.
With the new age customers, things have change. Customer care starts the moment you make that first call, the moment they walk-in into your store, and continues until you choose to keep the customer.
Yesterday, I walked into a store as a mystery shopper. There was a sales executive who was busy closing the sale. I noticed that the executive was neither fully listening to the customer nor was he paying attention to his concerns. All he wanted was to close the sale. The customer was visibly upset and I noticed that in no-time he chose to walk away.
A typical sales scenario when you only learn to demonstrate ABC of sales – Always Be Closing.
After sometime another customer walked in and this time I noticed that another sales executive attended him. He was giving them full attention, listening to their query, answering every question they had and offered them the resolution that they were looking for. The customer was happy and in no time you could see the customer at the billing counter with all the things he wanted to buy.
What he demonstrated was something that I often advocate, he demonstrated C.A.R.E towards his customer.
What does CARE mean?
C – Compassion (Show compassion)
A – Attention (Pay full attention to what they say)
R – Resolution (Offer Resolution)
E – Empower (Empower them to take right action)
Show care by demonstrating CARE towards your customers.
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