Archive for the ‘retail sales’ Category

Benefits selling – make it easy for your customer to buy

Tuesday, February 23rd, 2010

Benefit selling and generally making it easy for your customer to buy is an important part of the sales process. It is all too easy to make assumptions or work on the basis that the more choice you can offer your customer the better – but often the opposite is true. Work on the basis that offering 3 or 4 choices is about right. If you have 55 products or services on offer, give the choice of the 3 or 4 and wait for them to say, “I’m quite interested in that option, but can I have it with ……….. ?” You know the answer is yes, but it stops them being overwhelmed by choice.

Selling benefits not features leads to more sales

Selling benefits not features leads to more sales

Sell benefits to your customer too. Let them know how your product or service will help them, and if you can quantify this benefit – then so much the better. “So as you can see, if you were to take on this product – it would save you £10,000 a year.” You can see how powerful that would be can’t you ?

This was a key point that came out of a recent telesales training course that we ran in Birmingham for a private sector client.

We cover features, advantages and benefits and the necessity to sell benefits on our audio CD “Sell the sizzle, not the bacon” and it guides you through the 4 key benefits that people buy for. Follow this link if you want to know more.

http://www.associatedlearningsystems.co.uk/product_detail.asp?ProdID=10

Tags: , , , , , , , , ,
Posted in Cold calling, Field sales training, Selling advice, Telesales tips, retail sales, telemarketing, telephone techniques, telesales | 1 Comment »

No actually I don’t want anyone to do my packing thank you ! Customer service tip

Friday, July 24th, 2009

For goodness sake ! No really ! I nearly swore then !

For heaven’s sake when you’re designing your customer service process, or when you’re offering customer service yourself, for goodness sake use a bit of common sense. Of course we’re all brought up with the mantra of exceeding customer expectations, or delivering exceptional customer service and all the best practice in customer service training, but be a human too !

I walked into Sainsburys and bought just one item, a one pint of milk. So I don’t know what that weighs, around 1 1/2 lbs I guess. Because I only had one item I went to the one item till. The guy’s opening gambit line to me was “Would you like help with your packing ?” Really he did. He didn’t smile as he said it, he really meant it.

Use a bit of common sense when dealing with your customers in business, and treat them as individuals and prove that you are one too ! Think outside the square and be prepared to go beyond the process and the system. People will thank you for it and remember your great service.

Tags: , , , , , ,
Posted in Customer service management, communication skills, customer handling, customer services, retail sales | No Comments »

The banks and customer service

Sunday, February 15th, 2009

It seems that the banks are easy prey to heavy criticism at the moment. I generally believe there is much good about much of what they do but sure enough there are many things they’ve been getting wrong of late – not least of which is appearing to be greedy (with our money !) However this post is about something specific. Here goes ………

I phoned my ‘local’ bank recently during our lengthy period of bad snow in order to find out if the branch  was open. I had taken the journey into town on the previous working day only to find out that it was shut. Fairly straightforward then ? …..

I looked up a number by keying in the name of the bank and the town into Google. It gave me an 0845 number. OK. I called it and was answered by a guy with a noticeable North East accent. As the call progressed I could hear other voices in the background with the same accent – so I guess I was through to somewhere in the Newcastle – Sunderland area. No problem with that, good service is good service wherever it comes from.

I had to answer the range of security questions which got a bit irritating. I completely understand the need for this if I’m wanting to know any financial details or carry out any transactions – but all I want to know is if the local branch has open doors ! Why do I need to give my bloody security details ?!

Anyway I did and then he asked me to tell him again which town I was in, he prompted me but made a town name up which was admittedly similar but not the same as mine. I had to correct him, so this made me think that he wasn’t listening properly.

He then had to phone the back to see if they were open, which took a few minutes. He was polite and responsive at all times, and seemed pleasant and I’m sure he’s good to his mother ……. but

It all took too long, their system wasn’t flexible enough, and I was made to feel like a number, rather than an important customer. This is not good enough customer service. If the banks are going to ensure they offer exceptional standards of customer service, they really will need to raise their game most significantly.

The standard to aim for is “big enough to cope, small enough to care.” It is most important that the banks get this right with their customer service standards 

Tags: , , , , ,
Posted in Banking, communication skills, customer handling, customer services, retail sales, telephone techniques | No Comments »

I’ve noticed – retailers giving added value – top sales tip

Monday, February 9th, 2009

While walking around the shops last weekend, I noticed something about the way they offered their services to me that was impressive. We can all apply these principles.

In one shop I have a loyalty card which they stamp when you use it. It is fairly straightforward it rewards you with 10% discount and you pay a fixed amount for the card. It then expires after 12 months.

However over the 12 month period the hand written expiry date has sort of worn off. It has a busy life in the wallet of a male, and I’m sure the inadvertent capsizing of a canoe in a French river last summer which soaked everything in my pockets was the final straw.

Anyway the shop (unable to clearly see the expiry date) made a quick decision to put 2 months extra on it. This worked well ! I, the customer came away feeling like I’d got a special deal (because I had) and yet it cost them little.

Furthermore I was impressed at this keeness to go the extra mile and to offer some added value to my customer service experience and would it make me more likely to shop there again – you bet !

So the retailer has built a little more loyalty to it’s brand. Job done !

In another store in the same day, it seems they were offering a free gift if you spent over £30. I went to the till twice and made a number of small purchases. The manageress served me the second time and although I hadn’t spent the ‘qualifying amount’ she gave me the free gift anyway. Again it made me feel special. I got a deal that supposedly wasn’t available to everyone. That shopkeeper was offering added value in customer service.

Quite simply make your customer feel special, and offering them added value or going the extra mile will often be enough to turn them into a loyal customer. Offer exceptional customer service and it’s the little things that add up.

Tags: , , , , , ,
Posted in Selling advice, communication skills, customer services, retail sales | No Comments »

Explore the wonders of Britain – why your country needs you !

Friday, January 9th, 2009

A slightly offbeat subject for today’s blog. And not even related to training ! But then if Clarkson can get away with rambling about all sorts of different subjects in his books, I’m sure you’ll forgive me this once.

It’s that time of year when you may be starting to think about your summer holiday.

And as we all know this year may be very different for many people. With uncertain conditions ahead, reduced hours, job losses and pay cuts, the choice for many this year may be very different to normal.

So here’s a thought – by taking your holiday in Britain you will ultimately be taking steps to protect your own job ! If we all spent the £29 billion that we traditionally spend in Britain this summer, that will be money going into food, leisure, entertainment and then from that into packaging, financial services – and so on and so on – you get the picture.

And after all, you can forego that constant sunshine for just one summer can’t you ?!   

Wherever you end up, write in and let us know what sort of customer service standards you get.

Tags: , , ,
Posted in communication skills, customer handling, customer services, retail sales | No Comments »