- Resolving the problem (e.g. meeting the customer’s needs)
- Working with someone who has a good attitude and is friendly,
- Getting your issue resolved quickly.
Right on target, Doug.
But let’s flesh these out some more. Even in a situation where a customer is walking into a store with a particular purpose in mind, the sales rep has the opportunity to build a relationship even when the customer only spends a few minutes in the store. (This is true of B2B as well).
The rep can, in a conversational manner, collect other data about the customer and perhaps cross- or up-sell. But remember, the focus should stay on meeting or exceeding the customer’s needs, not on meeting or exceeding the sales rep’s quota.
Where the sales rep can really shine is if he or she makes the customer experience so satisfactory that the customer walks away with a smile on her face and a spring in her step.
This is extremely likely to increase word of mouth advertising about your business which just might bring you in additional customers.
The next time you have a staff meeting why not discuss these three priorities and ask your staff what opportunities they present.
What can you do to make your customers walk away with smiles on their faces and springs in their steps?