According to online research by HubSpot, 93% of customers will make a repeat purchase if your company offers excellent customer service. What’s more, statistics by Bain and Company say that buyers are four times more likely to move to a competitor if they’re not satisfied.
How your sales reps
interact with customers is usually the key to satisfied customers. With customer
service playing such an important role in making sales, your sales team can’t
afford to be slack when it comes to offering customers a great experience. Below
are some tips to boost your team’s sales skills to strengthen your levels of customer
satisfaction.
Keep employees engaged
Research by Hays
Group found that motivated and engaged employees are 43% more productive. When
your sales team lacks motivation, they aren’t likely to be enthusiastic and
friendly. Your reps may grudgingly respond to customers or show signs of
disinterest, which affects customer service.
One way to keep
sales teams motivated and on top of their customer service game is to maximize
engagement.
Consider various
strategies of keeping your sales team engaged, like:
·
Setting
aside some time for your team to practice what they learn from in-person
workshops and sales courses online. When you give your sales team time to bounce ideas
off each other, your reps can sharpen each other’s skills. With more practice,
your team can sail through more customer interactions.
·
Setting
clear goals and targets to ensure managers and employees flow in the same
direction. When all stakeholders are tuned in to each other, sales reps are less
likely to be frustrated, which can improve the customer experience.
·
Involving
the team in goal setting. When you allow the team to chime in when formulating
strategy, there’s a higher chance that your employees will own the goals and make
more effort to improve customer service.
Track feedback from your customers
The best way to satisfy
your customers is to check that you’re delivering what they want and need. Take
the time to conduct customer surveys to hear from your buyers what they need
and where your business is missing the mark. Remember to frame your questions in a way that
allows your customers to reveal critical issues that will give you a clear
picture of where you can improve.
Online customer
survey questions are more likely to bear fruits when your questions are short
and straightforward. Plus, it helps to include both fixed and open-ended questions
to allow your customers to fully express themselves.
If your questions
are lengthy and complicated, you’re likely to lose your customers’ focus
quickly. Consider asking simple questions like:
·
How
would you rate your call with sales rep X?
·
How
likely are you to recommend our team?
When you gather
all the information, you can evaluate your sales team’s strengths and
weaknesses, map out a strategy, and choose the right upskilling courses for
reps.
Customer service enablement
When your reps
have the tools and support they need, they’re more likely to shine.
So, how do you
create an enabling environment?
It helps to focus
on providing your sales reps as well as your customer service team the
processes, tools, and training to master and perfect their skills. Plus, investing
in tools that smoothen workflow and save time helps the team to better manage tasks,
leaving more time for nurturing skills.
You can increase
enablement in your sales team by:
·
Investing
in customer service courses to mold skills and keep your team up to speed with
all the latest trends in customer service.
·
Providing
software tools that take care of administrative work so your sales reps can
keep their focus on sales and leap into action with customers.
·
Conduct
practice sessions and simulations with reps either online or over the phone. By
giving your reps exposure to different possible scenarios, you prepare them for
various situations. Once your team is adequately prepared, they’re more likely
to gain confidence and ace customer interactions.
Overall, by
focusing on employee engagement and enablement while taking your cues from
customer feedback, you can harness your sales team’s skills to level up your
customer service.
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