It can’t be understated how crucial it is to provide a memorable and impactful customer experience, especially in Sales. Becoming a trusted advisor who can guide and tend to the pains customers are experiencing is not something one can just read about and learn overnight. It takes consistent, genuine effort to always be providing value to the customer, and making it as easy to work with you as possible. These kinds of interactions will have a lasting and meaningful impact on not only the customer, but yourself and your business as well. In today’s blog, we explore the key components of providing a great customer experience and how skilled salespeople and strong companies thrive on it.
Understanding Customer Needs
The very first part of creating an amazing customer experience is to properly identify and understand the pain that the customer is experiencing. Everyone has some kind of thorn in their side and a reason why they’re willing to speak with you. Just as you would a friend, you want to be respectful of your customer’s time, and that comes with taking the necessary time to really listen to what they’re saying. If you listen carefully enough, they will tell you exactly what their pain point. Active listening to attain a mutual understanding is paramount to A great salesperson will actively listen, lean into that pain, and solve it for them (again, making you easy to work with!)
Personalizing the Customer Journey
Making the customer experience personal is absolutely critical for any salesperson worth their salt. Nobody wants to feel like a number in a system, everyone is an individual. As such, a great salesperson acts accordingly with each and every customer, all with their own specific pains, wants, and needs. Curating the customer experience to their specific sensibilities ensures that you’ll maintaining a real and powerful connection, and be able to solve their problems in a much more effective way.
From Engagement to Loyalty
Not only will it always feel great to provide amazing customer service and help somebody solve a difficult problem, but it will also pay dividends in the form of referrals and long-lasting customer relationships. A good salesperson thinks that the customer experience ends when the sale is made. But a great salesperson knows that the job is not done until the customer is fully satisfied.
People who get great service love nothing more than to tell their friends, family, and coworkers just how great it really was. Maintaining a high standard of quality for yourself consistently will see numerous customers coming back to you with high praises or referrals for others they know who are experience the same pain points you helped them solve. This word-of-mouth reputation for being an active listener, creative problem solver, and high quality person will only give way to more great customers to bring value to.
Building Trust Through Transparency
The best way to build trust and, thus loyalty, to and with a customer is through radical transparency. Fewer things are as crucial to the strength of a relationship as transparency. Through being honest and sincere with a customer, not only do you put their worries at ease, but you make them comfortable enough to tell you what’s really causing their pain. A skilled salesperson will utilize the given trust and transparency to get to the root of their customer’s pain points and provide a complete and thorough solution.
While not as emphasized as it should be, a sales person’s best route to continued success is and always has been a fantastic customer experience. Using the key points above in mind will help you soar in your career in sales and build on the most important skills necessary to thrive in this highly competitive environment.
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