MAINTAINING CUSTOMERS & SALES

Put Effort Into After The Sale To Keep Them Coming Back

When/How To Ask for Client Info

By Terry Sisco, ExSellerate

Tampa, FL--The four critical data pieces of customer contact information are:

Customer First and Last Name Cell Phone Email Address Preferred method of contact

Here's How To Get Their Name. This is easy. Once you have quickly connected with the client, simply:

Wave or elbow-bump (or whatever non-contact option you choose until handshakes are back in) then look them in the eyes and say, "By the way, my name is ________. You Are...?"

To remember it, associate it with a famous person's name; i.e. Jennifer becomes Jennifer "Lopez," Kim becomes "Lil Kim."

Try it. It works! NOTE: Before introducing yourself, you must first earn the right to do it by connecting!

Here's How To Get Their Cell Phone & Email Address. People will only give you this information if they understand the value of providing it. Jewelry clients see the value for the following reasons:

• You need it to solve their problem

• You need it to advise them that their repair is ready

• You need it to save them money

• You need it to give them information that only you can provide

• You need it to save them time

• You need it to confirm their appointment

Always ask for their preferred method of contact, which reassures them you won't be pinging them with texts they don't want or filling their email box when they're trying to keep it clean.

Find Terry Sisco at www.facebook.com/exsellrev, 813-787-7355, tlsisco@exsellerate.com.

Keep Selling After The Sale

By Caroline Stanley, The Centurion

adds energy and focus that the customer can sense. Keeping a mirror on your desk to see yourself talking, and using your hands also can help boost your energy.

6. Never be first to hang up and be quiet while the other person disconnects. You never know when you might hear important information.

7. Focus on your call, not your computer. Don’t allow email, Facebook, etc. to distract you.

8. Reaffirm everything. Since you can’t see body language, confirm you’ve heard correctly.

9. Use open-ended questions to build dialog—just as if it were in person.

10. This may seem obvious, but use a quality phone and a good connection. Dropped calls, spotty cellular signals, or a weak handset on a landline all reflect poorly on your business.

Merrick, NY—What is your store’s after-sale plan? Do you have a specific procedure or is it up to the sales person that sold the item? What if they purchase online? Do you continue to connect with them?

While many companies are great at after-sale follow-up (which is really another pre-sale contact) many are not. Even considering my own shopping experiences at better retailers for various products, both in-person and online, I’m surprised by how many make no attempt to contact me again for anything. Some of them truly missed another sale – all for lack of contact.

Is there a best way to reach your customer for after-sale contact?

The answer is yes – and it’s in the way your customer would prefer to be reached. Hopefully you know their specific communications preferences by the time you’ve completed a sale, either through experience or asking questions. If you are light on procedures for after the sale, it’s time to put some in place. Your CRM software is a good place to start or you may prefer to create one.

A few tips:

Handwritten, snail-mailed thank-you notes. These are the classic and many stores still swear by them. They work. They should be mailed in a timely manner, after you KNOW the purchase has been given, in a spouse/partner situation. There’s little better than finding a hand-written note in your mailbox full of other things you’d probably rather not open. The National Association of Sales Professionals has some tips if you need them.

Emailed/Texted Notes. For some customers, you may only have an email address or mobile number. In these cases, a specific communication with your thanks is appropriate. Texting should be quite short.

Following up after sales is a proven way to increase your overall sales. Keeping in regular contact with customers allows you to create and nurture a relationship and yes, make additional sales.

For those salespeople reluctant to follow up, some may feel it’s being pushy and others may assume they will hear from the contact if they want to make a purchase. However, for a good portion of your customers, not following up is what kills the sale.

Ensure that your after-sale contact is solid and your sales associates have a procedure to follow. And then expand that to not only after-sales, but keeping in contact as part of a greater plan. Your bottom line will appreciate it.