Embrace Customer Problems

Embrace Customer Problems

Closing a deal involves time and energy: building relationships, demonstrating value and solving problems. However, the majority of salespeople do not stay engaged or re-contact customers after the sale. Why? They are afraid there might be a problem. They hope that no news is good news with the customer. Is that always true? No.

The best salespeople stay connected. After a sale is made, they contact the customer to see if they are satisfied with the product and benefiting from it. If the customer is happy, they praise their buying decision and remind the customer of something specific they did during the sales process that helped them make a good decision.

What happens if the customer is not happy? The best salespeople see the situation as an opportunity to serve. That is, to address issues or solve problems. Most customers are fair and reasonable. They understand that things can go wrong and genuinely appreciate the salesperson proactively checking in on them.

Instead of being afraid of problems after the sale, embrace them. They are opportunities to further serve the customer and strengthen your relationship to sell them additional products and services down the road. Remember, it costs eight times more to acquire a new customer than it does to retain one. Checking in is good business.

All contents copyright © 2013, Josh Lowry. All rights reserved.


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