ers with the information they need and the details they want. Don’t make them chase after you. Be precise, be efficient, be available.
PHONE
Speaking to someone in person helps people feel like any issue they may have can easily be resolved. Talking to another human being means a lot to customers these days. That’s why many companies still use the phone to provide customer service and support. You also can hear a lot from a
prospect’s tone of voice. Reluctance, caution, even outright fibbery (OK, that’s my word) can come through on a phone call. So pay attention and make your responses fit what you hear. For calls that route through an office, cloud-based phone systems (otherwise known as “VoIP,” Voice over Internet Protocol) can easily overcome the fact that a rep is working from home. Still, it’s up to the company to pick the best provider for such services based on reliable reviews or similar criteria. So do your research. Online, of course. Since these systems work over the Internet and don’t utilize landlines, reps can provide phone assistance to customers no matter whether they work from home or a remote office.
SOCIAL MEDIA
Both companies and customers now use social media networks to com- municate. Brands always use social media to promote content and chat with their customers, as well as to promote sales.
Social media has become a power- ful communication channel, and com- panies often use these platforms to provide customer service and support as well. This is ideal for reps working remotely as they can communicate with customers over these platforms no matter where they, their custom- ers, or prospects are.
MESSAGING APPS Messaging apps are yet another com- munication tool reps can use. Many
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companies have realized the impor- tance of this trend and are ensuring they meet customer expectations. Some companies even go as far as developing chatbots powered with AI (artificial intelligence) that will provide service to customers 24/7 over mes- saging apps. And some companies with more modest budgets use mes- saging apps to communicate effec- tively with customers.
LIVE CHAT
This is one that has become so widely accepted, it’s almost too obvious to list; however, it’s also such an efficient method of communication – and popular with customers – that it can’t be ignored. While live chat functions on a company’s Website instead of a separate app, the purpose remains the same: providing customers with answers quickly and efficiently. Reps who use live chat as an integral part of their communication strategy add another layer of outreach to prospects and customers.
REMAIN PROFESSIONAL Regardless of the channel you use to communicate with customers or from where you work, maintaining a level of professionalism is of vital importance. While customers can be difficult to
‘‘
Everything comes to him who hustles
while he waits. THOMAS EDISON
handle – especially if they are frus- trated about something – it’s always important to listen, be kind, and do your best to help customers sort out whatever problems they may be fac- ing. In these remote working times, customers are facing the same frustra- tions and difficulties reps are, so you have a lot in common. A sympathetic ear, text, or chat can go a long way to helping a customer sort out solutions to problems – and can lead to a more solid relationship and, need we say it, more sales down the road. More often than not, you have to adapt to various situations to best help customers. That’s why staying positive and having a bit of empathy can go a long way in properly com- municating with customers.
Emma Worden is a digital marketer and blogger from Sydney, Australia. She is executive editor at Bizzmark blog.
VIDEO: A NEW SALES TRAINING
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