The general level of competition in the market for goods and services is growing. Winning the trust of customers, organizing a clear and systematic work with them means ensuring the stability of the business.
Instructions
Step 1
As research confirms, the quality of service is becoming more and more important for the buyer. In a situation where the price of a product or service is practically at the same level in various firms, the client is ready to donate part of the money in favor of a friendly and professional service.
Step 2
To maintain high standards of service quality, it is recommended to develop internal corporate documents describing the customer-oriented process of selling the company's products. These can be special sales cards, instructions or memos, codes of conduct for employees who interact with customers.
Step 3
A lot is taken into account in the "Customer Service Quality Standards". First of all, this is the scope of competencies that a specialist of the firm, working with clients, should possess; the standard of his workplace, appearance (dress code); algorithm of behavior in contact with a visitor of the company during working communication and in a conflict situation; design and appearance of the office (sales area) and other positions, taking into account the specifics of the enterprise.
Step 4
To stimulate effective customer service for an individual employee, it is useful to consider the indicators of his personal contribution to the implementation of the sales plan of the entire organization. In this case, each of the products (product or service) can be assigned a "weight", reflecting its importance in the financial stability of the company. The main products that make a profit - "locomotive products", stand out.
Step 5
Motivation of the staff working with clients is based on material and non-material incentives. The reward can be both a cash bonus and a gift from the company (household and computer equipment, gift certificates for goods and services, tickets for entertainment events, etc. - except for personal items, clothing, jewelry). Non-financial motivation - public recognition of an employee's success (for example, awarding the title "Best employee of the month based on sales results").
Step 6
To optimize the process of working with clients in organizations with an already created client base (for example, in wholesale companies, at printing companies, trading bases for the sale of stationery, etc.), the following steps are productive: - entering and saving information about the client at the first contact; - accounting of all purchases of the client (to provide cumulative discounts); - determination and support of various channels of interaction with the client (informing about company news by phone, via the Internet, information leaflets, etc.); - linking the sale of a key product to a specific client with his further consulting by a permanent manager; - monitoring the economic efficiency of long-term cooperation with clients; - collection and systematization of all complaints, claims, complaints and suggestions of clients on transactions and prompt response to all objections and comments; - timely identification of new trends in the requests of client segments.
