1.3.2 Customer Expectations

Flexibility is the ability to adapt to a given situation.  It allows you to converse with someone at their level and/or for their needs.  When you listen to the customer, you may discover that you need to change your own ideas to satisfy the customer.  This means identifying specific needs and then presenting the benefits of the product that will meet these needs.

 

 
Having a mission or objectives for the day is beneficial in achieving long-term goals.  For example, a hockey player whose objective is to improve the number of shots on net is working toward his goal to score.

Being clear on what tangible result you are seeking enables you to acknowledge success.  Greater job satisfaction results from accomplishing small triumphs.  With a mission, you know where you are going; it enables you to reach more goals.

 

The give and take relationship commands mutual respect and lends itself to collaborating.  Each party makes equal contributions toward reaching a goal – the mutual agreement is the sale.

 

Preparation is the cornerstone of effective selling.  It builds confidence, provides insights, and shows the client you are knowledgeable, professional, and caring.  It is also essential for conducting successful negotiations and presentations.  When preparation meets opportunity, success is inevitable.

 

Customers expect you to explain the benefits of a purchase.  Earn their attention by focusing on why they need the product or service; then, provide information to further the relationship and the sale.  Focus on the customer's reasons to buy.

 

In your planning, double the time you think doing something will take.  If you think you need an hour for a task, plan for two hours.  Generally, a task takes twice as long as you think it will.  Quality service functions on time, not quantity.  Customer satisfaction results in return business, referrals, and increased sales.

The following are benefits of "Under Promise and Over Deliver":

• decreased stress
• more time for problem solving
• fulfilled promises
• trust
• differentiation from other salespeople and businesses
• enhanced business relationships

 

Everyone likes to feel important.  By attending to client details and acknowledging their insights, the salesperson makes the customer feel included in the buying-selling process.  Customers feel important when the salesperson is sincere and makes specific note of their contributions through sincere comments.  With more and more sales on-line, this becomes even more challenging.  Whether the sale is through digital or social means, self-service, or voice, customers still expect personalized service.  Many customers still prefer to place orders by phone; being knowledgeable, kind, and helpful is very important.