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Top Performers Have These Customer Relationship Skills
By: Dennis Sommer
Copyright 2006 Dennis Sommer
Do want to be known as "The Expert" or "The Guru"? Do you want to advance your career and income? If you answered yes to both of these questions then you need to become a "Top Performer" in your profession. Whether you are now a Manager, Executive, Consultant, Sales or Service Specialist, then Customer Relationship skills will be one of the keys to your success. Experience and knowledge in your area of specialty may make you an above average performer, but to be a "Top Performer" start implementing the following 24 Customer Relationship skills and action items today.
Top performers are successful by being honest, respecting a clients intelligence and focusing all their energies on how to make a difference in a clients life. After reviewing the following "Top Performer" Customer Relationship skills and action items, you will know how to be more effective, efficient, and successful.
Building a strong relationship with your customer will last a lifetime and will be your #1 success factor in your career.
1. Show off your offering "Live" by hosting seminars. Customers viewing offerings first hand will dramatically improve positive reactions.
2. Make mentoring available to your customers. Provide one day a week, one day bi-monthly, or one day monthly where you are available face to face with the customer. Give them a list of what you can do during this time period. Example, training, audits, project reviews, etc.
3. Do a 20 customer road show twice a year. Nothing beats going into the field and meeting customers face to face to better understand what they need and show them what you have to offer.
4. Make the selling process as easy as possible. A long, complex selling process will turn off customers and drive them to your competitors.
5. Showing or presenting an offering three or more times to a customer will result in a more positive impact.
6. Setup an annual meeting with your customer to discuss where there business is going the following year and review your companies long term vision.
7. Connect with a customer on a personal level through common interests and goals. Make efficient use of the buyer’s time, be courteous and polite.
8. Create a pattern of dependability by making small promises and over delivering on results.
9. Be an honest advisor. Present both the strengths and weaknesses of your offering. It is better for the customer to learn about your weaknesses now than to discovering them later.
10. Reduce customer stress. The easier it is for the customer to do business with you the greater their likelihood of repurchasing.
11. Be polite and respectful of a customer’s time and schedule. Always ask when the best time to see and talk with them.
12. Ask for small things first. A customer who says yes, is more likely to say yes to bigger requests later.
13. Positive momentum creates positive momentum. Ask a customer first, "How are they doing?" When the customer states they are feeling good, they are more inclined to give you a positive response to your next request.
14. If you smile, people will respond in kind and be more open to your message.
15. Keep your tone upbeat. Make a point to elevate everyone you come in contact with . When they hear your name, their mood will be lifted.
16. When a customer can’t buy or won’t buy, fall back and ask for names who might have an interest.
17. When a customer says no to your first big request, ask for a smaller one. Customers feel obligated when you make a concession. Present your most expensive option first.
18. We prefer to buy from people we like. We really like people who like us. Being likeable is as simple as helping customers feel happy, relaxed, and even feel good about themselves.
19. The more you make a relevant, yet unexpected connection with their lives, the greater chance of gaining their interest.
20. Mimic your customers feelings, tone, attitude, and gestures. They respond better to like people.
21. Meeting over food and drink has a positive impact on customers reactions to your offering. Dine, drink coffee, listen, talk, connect. Sharing meals has significant impact on customer attitudes.
22. Remembering a customers name and personal details can have a dramatic impact on your ultimate success. This shows that you value them.
23. Keep silent. When you don’t speak, you create the need for the customer to make a decision or keep talking providing you with more information.
24. Pay attention to details. Customers make a direct connection between attention to detail and competence. Pay attention to spelling, out of place items, grooming, dress, hotels you use, etc.
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About Author
Dennis Sommer is a widely respected and world renowned authority on sales, business development and performance improvement. He is a leading adviser, author, and speaker providing clients with practical strategies that improve personal and organization performance. Dennis can be reached at Dennis@btrconline.com or http://www.btrconline.com
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