The Game of Sales Has Changed

I recently caught up over coffee with a close friend of mine, Seb,who is a top sales trainer who has worked with some big names here in Sydney, such as General Pants and Citi Bank. What I love about our catch-up’s is that I always walk away learning something new... and this time was no exception.

Within minutes, Seb's already telling me about how the game of sales has changed. And I'm thinking, "How? We're still working with people, so the principles must be the same!" That's when he elaborated on about how people often think selling is about how good we are at regurgitating product info. But there's more to it. It's now about how well you connect with your customer and the experience you create for them. And this totally made sense to me because over the years, I've noticed an uprising overlap between customer service and sales roles in many businesses. It’s become so grey that you wonder who’s actually in customer service and who’s part of sales.

How Good Customer Service Can Boost Your Sales
It's been studied over and over that a majority of people often choose to purchase a product or service not soley on price, but rather on how much they liked and enjoyed their experience of your service. This means that the better your customer service is, the more likely you are going to convert customers into paying ones, which enables your business to grow faster. The bonus behind your efforts is that people love referring their friends and family to you if they found your experience enjoyable. So below are three things I believe every business must know about providing an exceptional customer experience.

Become An Exceptional Listener

I used to think that listening was all about thinking about a reply whilst the other person is talking. Well it's not. And neither is just sitting there with a smile without anything to ask your customer. True listening involves a combination of asking the right questions and listening for the things that truly matters to your clients. Because the old 'one size' fits all approach to selling doesn't work any more. Which means our role has taken on more of an advisory role where we'd recommend particular products or services based on your customers genuine situation. Without listening, you can't provide the customer with the right solution. But if you do listen, you'll be amazed by what you'll discover and how easy it is to connect with them.

Don’t Wing It Because You’ll Crash

It's too often that people try to 'wing' their meetings hoping that they'll do a good enough job. Well, ‘good’ is not good enough. In today's business world, we need to be exceptional to stand out. And knowing about what you have to offer isn't just about knowing the features. Instead, you need to learn the benefits of each feature and how that relates back to your customer. For example, a phone feature is that it comes with a built-in camera, whilst the benefit of it is that you can always capture special moments on the go.

Offer Only Genuine Value

Once you’re absolutely clear on your customers needs, it’s only then that you should genuinely offer them a solution that is of clear value to them. For example, there is no point trying to offer a swimming pool to a couple who live in an apartment. The reason why this is important is because by providing solutions that are a fit for your customers, you earn their trust and as this pool of trust grows, you become their trusted advisor in your area of expertise. Remember, don’t be tempted into making a quick sale because it’s important to view your clients for their life time value. So always think long term and don’t rush them.

So just as Seb pointed out that the game of sales is changing, take this opportunity to review your approach to your customers because a little adjustment goes a long way in business.

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