How to organize work with clients
As research confirms, the quality of service is becoming increasingly important for the buyer. In a situation where the price of a product or service is almost at the same level in different firms, the client is ready to sacrifice some money in favor of a benevolent and professional service.
To maintain high standards of quality of service, it is recommended to develop internal corporate documents describing the customer-oriented process of selling the company's products. These can be special sales cards, instructions or memos, codes of conduct for employees interacting withcustomers .
The "Quality of Customer Service Standards" takes into account a lot. First of all, this is the scope of competencies that a specialist of a firm who works withcustomers ; standard of his workplace, appearance (dress code); algorithm of behavior when contacting a company visitor during working communication and in a conflict situation; registration and appearance of the office (trading floor) and other positions taking into account the specifics of the company's activities.
To stimulate effective work withcustomers an individual employee is useful to take into account the indicators of his personal contribution to the implementation of the sales plan for the entire organization. In this case, each of the products (product or service) can be assigned a "weight", reflecting its importance in the financial stability of the company. Particularly distinguished are the main products that bring profit, - "locomotive products".
Motivation of personnel working withcustomers. is based on material and non-material encouragement. The reward can become a cash prize and a gift from the company (household items and computer equipment, gift certificates for goods and services, tickets to entertainment events, etc. - except personal items, clothing, jewelry). Intangible motivation is the public recognition of the worker's successes (for example, conferring the title of "Best employee of the month on sales results").
To optimize the process of working withcustomers in organizations with an already established client base (. For example, in wholesale firms, printing companies, commercial databases for the sale of office supplies, etc.) productive the following steps: - entering and storing information about the client at his first address; - accounting for all customer purchases (for providing cumulative discounts); - identification and support of various channels of interaction with the client (informing about the company's news by phone, via the Internet, information leaflets, etc.); - linking the sale of a key product to a particular client with his further advice to the permanent manager; - monitoring of economic efficiency of long-term cooperation withcustomers ; - collection and systematization of all complaints, complaints, complaints and offers of clients on transactions and prompt response to all objections and comments; - timely detection of new trends in customer segments requests.