There is specific basic skill set required for customer service executive in order to ensure that any possible opportunity of conversion is taken full advantage of. This implies particularly more on sales-related fields.
On top of having the interpersonal and communication skills, you must ensure that one is well backed by suitable software or in simple words the technical part should be taken care of. The former purely depends on the skill-set of an individual whereas the latter is where one can be wise and smart in choosing a right product which meets his/her requirements and ultimately increases the efficiency of all involved.
Below specified are some techniques which have a more significant influence in conversion which ultimately determines sales performance:
1. Master the Services and the Products you Offer
You must understand your product better than anyone else initially to start with. What kind of products are offered, the type of market your product targets, where you reach/find potential clients and so on. These are those questions for which having answers is mandatory as the first step.
How a product works and what it includes is what your customers are looking for. Hence you should be able to explain the services and products offered in the simplest of language and adapt accordingly to various customers as each of them is different.
2. Understand your Client’s Issues, Market Issues and take Genuine Feedback from them
It would help if you thought from a client’s perspective. What you would like if you are a client using the services or what additional features you believe should be provided based on what competitors offer. For this step, you can take surveys or use google forms starting with simple Yes/No questions and one-word answers.
Even negative feedback opens up an opportunity to learn and grow as a whole. It would help if you understood where you stand in terms of your business in meeting the customer’s expectations.
3. Ensure you are Well Covered in Technical Regards
For this part, you need to focus on the tools you use to either keep records of your customers, or the product you use to get connected to your prospects. Consider using a cloud-hosted predictive dialer for instance for outbound calling to your leads. It ensures high engagement time for your employees and also a high connection with your prospects which leads to better conversion as well.
For your existing customers, you must make sure that you have made a track of each activity related to him or the changes he has requested. It gives you an upper hand if some issues are to be revisited in the future. The conclusion being, multiply efficiency with technology.
4. Be Prompt on any Queries or Opportunities from Customer Side
Everyone looking for a service/solution prefers their query to be quickly attended. Understand that a hot lead is highly liable to be converted. Also, this ensures that there would be minimum switching of the client to other providers due to a delayed response.
Moreover, in some cases, people are swift to voice their frustrations on various platforms which are open all around the globe which might hamper the overall image of your organization as well. A quick response is highly appreciated everywhere. Isn’t it?
5. Cross-Sell and Upsell at Opportunities
Provided that you have various features to offer, ensure that your existing customers are well informed of the benefits and advantages of the new solutions in addition to the already existing solution they are using. Provide your premium customers with a deal they can’t deny which increases their overall worth.
The benefit of being able to make sales without the burden and added cost for a different marketing campaign is a desirable proposition. For instance, an individual looking for a mobile phone would obviously be very interested in a mobile case as well. Play around ideas like it.
6. Ensure Zero Communication Gap with your Potential Clients
Front-line staff lies at the heart of customer service operation. They represent you in the market and are the face of the organization. They should be very well trained regarding the company policies, protocols followed, the process involved and the do’s and don’ts as well.
On top of that, they should be able to accurately convey what the product is and how it runs to the customers. It defines your company’s services in the market.
Also, proper expertise is required to handle conflict situations and queries other than the usual sort. Going the extra mile makes the customer feel valued. Another option here could be a very informative and user-friendly website.
In conclusion, you must understand that your presentation as a whole must be excellent to complement the factors above. It must be made a fruitful experience for customers to ultimately gain their confidence for a long association between both and thereby beneficial for all involved. Referral benefits, dedicated personnel for executive clients, product improvement, are some other factors to consider to create memorable customer experiences.