Tag: customer relationship

Asking Questions Shows You Care. But Why?

Posted on | by Sienna

Most companies aspire to build a brand that potential buyers will support for the long haul. But, as salespeople look at the potential needs of their customers, they will realise that building customer relationship is imperative for their customers to trust and support their brand.

Building relationships is vital to understanding and addressing your customers behaviour, needs, complaints, etc.

Business to customer relationships are the reason why specific products are made, and why some services are integrated. In such more precise definition, sustaining a good relationship with your existing customers and potential ones require a lot of communication.

One way of communicating effectively with your customers is by asking probing and useful sales questions to them when presenting your products and services.

Read on as we discuss in this post how formulating different sales questions can help you build a healthy relationship with your clients.

1. It Helps Build Trust 

Trust can be a difficult thing to achieve, especially if you have clients that are sensitive and have high expectations with your brand. Trust is the foundation of a great client, to gain this kind of relationship, salespeople should focus on what your company promotes rather than pleasing clients with false information about your company as well as being complicated.

A clear and genuine motive behind every probing question you will ask can help you better understand your customer’s situation, and thus allowing you to provide a more tailored solution for their needs.

In order to build trust, you must show respect and assurance when asking a question to your clients. This includes being polite when asking if they are comfortable for some changes with the service they want, or if they are satisfied with the service that your company had given, etc.

2. It Shows That You’re Proactive

Asking the right questions can also help you respond to your customer’s concerns as quickly as possible, helping you build the reputation for speed of response and a reliable source of information in the process as well.

By asking questions, you will be able to address any concerns and objections from customers that may arise during product presentations. An effective method to know the concerns of your customers is to ask them about their perception of your products or service.

3. It Can Help You Exceed Expectations

Sales questions will not only provide you with the information you need to offer the right solution but valuable insights on how you can provide them with a service delivery experience that exceeds their expectation as well.

At times, some of our clients might have a variety of comments about our business. Looking through these different comments and understanding what they all imply can allow you to adjust service level with each type of client, ensuring that each one of them receives a service that matches their preference and needs.

4. It Keeps Your Customer Engaged with Your Brand

With technology, there are more ways to begin conversations with your customers than ever before. There are many online tools and social media outlets you can use to reach customers. Use your resources wisely; this predicts how well you manage your priorities in creating a good relationship with your clients.

Questioning is essential to building a good and healthy relationship with your clients; this enables you to provide the right product and service, establish a good reputation among your prospective clients, and ultimately retain more loyal customers in the long run.

Contact us today to learn more about how our Custom Sales Training program can help you build a good relationship with your clients.

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Do Your Team’s Presentations Turn Off Your Customers?

Posted on | by Sienna
In business, some problems are more peculiar than others, and often the cause of such issues is easily fixed, but not always easy to detect. At least this was what one of our sales training specialists found with a client we worked with last year A leading national consumer goods distributor was able to open-up an unfocused problem that a company suffers from their sales team. Their sales team seemed to have success with small clients but were unable to win many big accounts. As a result, most of their sales were from small clients, and their cost of sales was rising. The senior management had completed a cause and effect analysis, but the root cause still eluded them. Based on this they asked our sales training specialists for an ‘outsider’s eye’ to review their whole sales process to get to the root of the problem. This assessment made things crystal clear, and we found that apart from inferior questioning skills, they had missed something elementary: poor presentation skills. As was the norm of this industry, big clients were given a presentation as part of the initial sales pitch. A good impression meant an opportunity to take the bid further; a poor presentation prematurely ended the chance.    With this experience of having dilemmas acquiring sales, we have come up with the prominent outcomes that a company can suffer from.

What happens when this is the case?

  •    Full potentialities cannot be realised – Even if they are 100% loyal to your business, small clients can provide you with only so much activity. If your portfolio doesn’t include a mix of large and small clients, your costs of sales and supply will continue to escalate, and profits diminish.
  •    Poor presentation skills lead to poor conversion rates – Hard as your sales team tries, if they fail to break into big accounts, slowly but surely their confidence starts to erode. So much so that they lose hope of converting a more significant opportunity and continue to spend their time with smaller accounts. This, in turn, becomes a decreasing spiral of missed sales opportunities and declining margins.   
  •    Fewer opportunities to grow – Employees fail to move ahead professionally as career opportunities in a stagnant or slow-growing company become few and far between.
In doing this in-depth study about how sales team acquires sales, detecting the problem is not only the remedy that we can get but also, how to avoid and solve sales problems when they arise.

How to solve this issue?

A turnaround is possible, mainly if you use professional and experienced sales training specialists to guide you. In this case, solving the issue was more comfortable than finding it. We introduced a customised sales training course in Sydney and Melbourne, tailored to their business, customers and products, (not an off the shelf, by the standard course’). These ‘In-house’ professional sales training courses helped their team to learn and master the necessary presentation skills to improve sales, which, while not difficult to determine and master, their importance had been taken far too lightly. Excellent presentation skills not only position your team professionally but also show your customers what you can do for them, relative to their specific needs Contact KONA today on 1300 611 288 or Glenn@KONA.com.au to discuss how Hearts and Minds™ Selling will help your sales team achieve their KPIs.

Reasons Why Customers Are More Important than Price (Infographic)

Posted on | by Sienna
Price and value are different definitions of how customers react to a product’s purpose. Price talks about the scale of the worth of a product or service by labelling the amount that customers will pay. On the other hand, value discusses the unique propositions of the product, which will enable customers to know more about the usefulness of their purchase. For example, some products have particular storage consumption which is indicated on the packaging of the product; it may be for 24 months or 12 months which suggests the quality that is prescribed when use. Most products and services ensure quality performance by ranging their prices through what the customers can afford. But not all consumers are checking prices based on the trend; customers sometimes look into the value of a product and what it can step up for them when they use it. Reasons Why Customers Are More Important than Price