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1. The first impression is key.
You will never get a second chance to make a good first impression. Therefore, from the beginning focus on satisfying the wishes of the customer and do not focus only on submitting an offer. If your start is weak, the end will be the same. Take advantage of the first meeting so that your consumers are convinced - through a good deal - that you are their best choice and, of course, that they are important to you too. Otherwise, then you will have to work hard to change a bad first impression.
2. Draw up a plan to win customers.
Planning your actions will give you great advantages to offer a service of excellence. Create a general plan before dealing with new customers and a special plan for your primary accounts. Outline each of your prospects based on general data and specific needs you observe. The purpose is to develop targeted actions to cover these gaps. Remember that the plan is only a starting point that should be adapted as the case, because each customer is different.
3. Listen first and anticípate.
Once you have drawn up a plan, the second step is called "anticípate". How to do it? It allows the client to explain in detail what you want. Sometimes words are not a sufficient resource to express what we actually feel, so also take into account the expressions of the face and gestures. When it is your turn to speak, use all the information you have captured to present the characteristics of your product or service as the exact solution to the demands made. Karl Albrecht, a management specialist and pioneer of the new service economy, explains in his book All Power to the Customer that "excellence in service is only possible when the satisfaction of customer expectations has been overcome." Conclusion: anticípate and sees beyond.
4. Choose a good place for your business.
The location is a fundamental point so that customers enjoy going to your business with pleasure and without complications. Take into account the routes of communication to get to your premises and the type of area, that is, that is not too conflicting, dangerous or difficult to access. It also considers it a priority to have your own parking lot or make an alliance with one nearby and offers a special rate for your buyers. It would not do any good if the design of your store is spectacular and you have the best products at competitive prices if you do not get people to come to you without major obstacles.
Meet Your Client
5. Study your market.
Invest time to be an expert in your market. Attend trade shows and events that your consumers consider important. There you can live close to them. It also takes the opportunity both to observe what your competition is doing and to detect what kind of products and services are most in demand. Another option is to keep up to date on market trends through specialized publications and engaging and participating in chambers and trade associations.
6. Put yourself in your client's shoes.
A serious mistake is to think that customer service is a standardized activity and that the same tactics will work to meet everyone's expectations. People are unique and special. Put yourself in the shoes of the other party and ask yourself the following question: how would I like to be treated: right or wrong? Then he offers a deal, at least, good. Better yet, excellent. It starts with a general plan of care and, as the case may be, designs specific strategies to create a "different" experience for each client.
7. How to start with the right foot?
The secret is to ask the right questions at the beginning and at the end of the conversation you have with a client. Thank him for the time he has given you and then ask: Just out of curiosity, reasons for keeping the appointment. A great number of them have dealings with various corporations and products, and they will inform you about such dealings. You just concentrate on listening. This fact will show that, on the one hand, you are interested, while you will get valuable information and the communication channel will be open for when it is your opportunity to present your proposals.
8. Ask the right questions.
A common mistake is to question clients in an incisive way. For example: What goals would you like to achieve in your company? Even if you receive an answer, it may not be quite true. Another mistake is to ask: are you satisfied with the sales of your business? The answer will be "yes" or "no", ending with the conversation. Instead, consider this position: "Based on your experience, what tools, allies or resources do you need to increase your sales?" The question is direct and leaves the answer "open", inviting the consumer to share everything that you have in mind. Predict these situations and prepare yourself before an appointment. The client will feel that he is in front of an expert capable of providing him with an excellent service.
9. What does a client look for?
When a person buys a product or service he is actually buying emotions. If we all have five senses, it causes your consumers to experiment with each one of them. For example, going to the cinema is not limited to watching a movie, but to a moment of entertainment that is accompanied by images, sounds, food and drinks. "Quality" is what you should give the customer. "Service" is the way in which you are going to give it. You choose the way: Deliver a pizza in less than 30 minutes; A courier service in just 24 hours; If there is no business for you, we will give you back your money, etc.
Strategies To Conquer
10. Show why you are the best choice.
When you are in charge of the first task entrusted to you by your client, do not forget to provide updated information on your progress. It shares all the results - good and bad - and solves the problems presented together. Demonstrate, at all times, that you are doing your best and that you work to achieve mutual benefit. If you get it, you will not only build a good relationship, but you will also create a feeling of satisfaction in your consumer, which will help you improve the chances of winning that account and many more.
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