In the field of sales, many different factors make up the job. Sales personnel must know about their products, services, and business; they must understand the costs, shipping, and time it takes for consumers to receive their purchased goods; they must know when products are running low or when they are discounted, and they have to know how to sell the product to people.
While it is a lot to keep track of, sales managers and businesses can keep their employees one step ahead by preparing them for possible issues that may arise. Whether it be within the team or between an employee and customer, use these tips to prepare for when sales go wrong.
Immediate Communication. Anytime there is an issue with your sales or product; you must notify the customer in a timely fashion to give them the chance to plan and address any inconveniences that may arise. It might not be easy, but it is necessary. With the proper timing and approach, it is possible to build a stronger relationship based on the accountability and responsibility displayed.
Improve comfort. Find a way to help the customer deal with any inconveniences caused and never put any blame on them. Work to diminish the blow as much as possible, and allow them the opportunity to discuss any fear or disappointment they may have.
Apologies. Learning to apologize appropriately is a skill that is utilized in all areas of life. However, when it comes to sales, an apology should not be the first thing on your mind. Without a plausible solution, the customer won’t be receptive to the apology and may find it condescending.
Compensation. When it comes to business, the number one motivator is profits, which is driven from consumers. Therefore, when a consumer takes a loss–whether that be through products or services, they should be compensated for more than they lost to ensure their business stays with your company, and that their negative experience dissipates.
Education. Stay ahead of the potential issues by keeping your team educated and up-to-date on all things sales and your company. By involving them in the metrics of the company, the sales staff becomes more than their own sale numbers.
Team Tension. No matter what field or industry you work in, tension and conflict are sure to arise. If unaddressed, these things can impact the workplace culture and overall productivity. Rather than allowing it to brew, pay attention and encourage employees to communicate. Chances are it is all a misunderstanding.
Stop talking. One of the quickest way to lose a sale before hanging up the phone is continuing to talk to the potential customer after they have expressed readiness to get started. By trying to further sell, personnel may say something that could make the customer think twice. Rather than taking the chance, stop discussing the product after they’ve agreed to give it a try, and move into solidifying the sale.