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 practically at the same level in various firms, the client is ready to donate part of the money in favor of a friendly and professional service.
To maintain high standards of quality of service, it is recommended to develop internal corporate documents describing the client-oriented process of selling the company's products. These can be special sales cards, instructions or memos, codes of conduct for employees interacting withby customers .
In the "Standards of quality customer service" takes into account a lot. First of all, this is the scope of competencies that should be owned by a specialist firm working withby customers ; standard of his workplace, appearance (dress code); algorithm of behavior in contact with the visitor of the company during working communication and in a conflict situation; design and appearance of the office (trading floor) and other positions, taking into account the specifics of the enterprise.
To stimulate effective work withby customers It is useful for an individual employee to take into account the indicators of his personal contribution to the implementation of the sales plan of the entire organization. At the same time, each of the products (goods or services) can be assigned a "weight", reflecting its importance in the financial stability of the company. The main profitable products, “locomotive products”, stand out in particular.
Motivation of staff working withby customers. built on material and non-material incentives. The reward can be a cash bonus, and a gift from the company (household items and computing equipment, gift certificates for goods and services, tickets for entertainment events, etc. - except for personal items, clothing, jewelry). Intangible motivation - public recognition of employee success (for example, awarding the title of “Best Employee of the Month in Sales Results”).
To optimize the process of working withby customers In organizations with an already established client base (for example, in wholesale firms, in printing companies, trading bases for selling stationery, etc.), the following steps are productive: - entering and saving information about a client upon his first call; - accounting of all customer purchases (to provide cumulative discounts); - definition and support of various channels of interaction with the client (informing about company news by phone, via the Internet, information leaflets, etc.); - linking the sale of a key product to a specific client with his further consultation as a permanent manager; - monitoring the economic efficiency of long-term cooperation withby customers ; - the collection and systematization of all complaints, claims, complaints and proposals of customers on transactions and prompt response to all objections and comments; - timely identification of new trends in customer segments.