Each first contact we make with a prospective customer can make or break that sale, but also potentially dozens or more.
It's tough. :
Customer service, sales, retail, sales approach
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We have all seen it. Julia-Roberts Drives Shopping Spello deo She is dressed in her "professional" gear and gets its unpopular attitude from selling women. And of course, she stopped back at the store with her newly purchased haute couture, arms loaded with shopping bags, and my favorite of all time "Do you work with the right fee? Big mistake, huge ! "
It is Julia-Kush Naddy Nova who feels like the scene while watching the features that can be used while watching. But I will admit something here. I think all of us are committing this crime, regardless of whether we admit it. Thank you very much, Tomeko is extremely politically equipped, even in or near the facility. At the moment we meet our customers, we make some decisions about what kind of client we are.
The problem is not in its first judgment (even if it is likely to be completely wrong!). The problem is born that we can act based on our initial opinion.
The single most powerful sales and marketing tool we have is word of mouth from past and present customers. Likewise, the fastest way to lose a business is for one who has a negative experience with anyone related to your company. When that happens, you not only lost the person's business, but the person, agent, second person who is most likely to be talking while the person is still upset
Would you like the shopping experience of your favorite working girl from you who learn this lesson? I know that you have heard it over and over, but seeing this repeated over and over in stores across the country, it's definitely repeated who you are in contact with It is a potential sale. Every potential sale is a potential increase for your potential mission and your company's profits.
It's really easy, but from my personal experience as a customer, most salespeople don't seem to get it! All customers are to appreciate the fact that they spend money on your product. They don't want to feel as if you look down on them, and they certainly interrupt your day of leaning on the wall looking for them bored
If you ask me, projecting the air of self-importance is the easiest way to fail in retail and other types of sales. So, next time you encounter a potential customer, remember that silver screen moment of Julia, you feel like everyone is booing or she is a princess at the theater
Moment of truth
* You get one moment of truth with your customers only. Is it a miserable moment or a great moment?
It's tough. :
customer service
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Every customer touch is a time of misery, a normal time, or a true time to create a time of wow. You can create customers for a life of the moment of truth, or you can start your company's slow and painful end.
The mediocre moments most often occur in the business to interact with the customer, which is where the customer's expectations are fulfilled-and those who experience mediocre times will be "satisfied "I feel, but do not reward a loyal company. These customers are only your customers as they did not find a better experience.
Times of misery are created each time they do not meet customer expectations. In many cases, the consequences of miserable moments of damage and very convincing negative word mouth advertising and customer asylum.
When you exceed customer expectations, a WOW moment is born. It is a moment of "en" for service providers who really need service. The time of WOW creates a profitable base of loyal customers resulting from growth, increased profits and lasting value. (For hundreds of ideas on how to make a WOW moment, go beyond WOW and get my brand new book.)
Two years ago, I stayed at a luxury hotel in Corner Ocean View Room Miami. I paid $ 179 per night and my expectations for the service were high. I experienced countless problems during my short stay, and one situation stands out. The morning of my departure, I called the concierge to arrange transportation to the airport. Here is a summary of this time of truth:
I, the customer: "I must be Miami International Airport 5:00 PM flight 6:00 PM Can I transfer by Super Shuttle?" Simple request-or so I thought.
Concierge: "Wife, you need to give at least 24 hours notice for the shuttle to the airport. You can not take a taxi, or $ 99 for a car.
I "pay" customers: "Why do you need 24-hour notification for a routine ride to the airport?
Concierge: "It's our procedure. From there, we can arrange to be able to take a taxi. They are your choice."
I, the customer / why you have a job: "Okay, you can only change the direction from" Steps "And the shuttle can pick me up for eight hours from now"
Concierge: "I can talk to you with the numbers."
I called the Super Shuttle, the representative said, "Sure, Royal Bluevans will exactly meet you before 4:30." What to do? Why didn't the concierge pick up the phone and check?
Here is what the Concierge should say according to my request for the shuttle: "Ms Golden is generally Super Shuttle 24 If we can not arrange transportation by shuttle, we taxi And you can get you to the airport with a private car. Check back soon "This response would have made a moment of truth mediocre, maybe I'm considering another stay at the hotel right. But not only my moment was miserable, but I will not come back, but like all customers, I will spread negative word-of-mouth advertising.
An unhappy moment is created each time:
* Tell the customer "No" without telling them what you can do first
Tsutsutsutsu
* Failure to follow up / follow through
* Tell the customer a story with unnecessary moves and let them speak again
* Responding to complaints in a conviction or questioning style
* Refuse to take responsibility for the matter
* Fail to apologize to the customer
* Tell them the wrong customers, even if they are wrong
* Please cut off the customer
* You get one moment of truth with your customers only. What is that?
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