Connecting Sales and Customer Service
Part of the Customer Service For Dummies Cheat Sheet
Sales and service departments usually exist separately in companies, but from a customer service perspective the two are inseparable. So your customer believes you’re sincerely trying to serve them, employ these techniques:
Get the customer’s attention. It may be hard for you to believe, but your customers don’t always pay a whole lot of attention to what you say, so it’s a good idea to begin a sales conversation by saying something that grabs your customer’s attention.
Ask questions. Open-ended questions are the best for beginning a conversation and priming the pump for a productive interaction. When conversations wander off into unrelated waters you can lasso them back on track by asking closed-ended questions.
Make benefit statements. Don’t get too hung up with the features of your product or service because it’s the benefits that really have an impact on whether your customers buy.
Backtrack. This technique lets the customer know that you’ve heard what they’ve said and gives you the opportunity to make sure you’ve understood them correctly.
Bridge. Use this technique for politely steering the sales conversation in the direction you want it to go, while retaining good rapport. Bridging has three parts:
Wait for the customer to take a breath.
Redirect the conversation.