How You Will Benefit
A customer is a company’s primary asset and the time it takes to acquire them translates to profit gains or losses over time. Winning a new customer or keeping one coming back requires a shrewd understanding of what a customer needs and wants. For sales representatives, the main objective is to provide excellent service to meet all of your customer’s demands.
However, the statistics are often stacked against sales reps. An American Express survey found that 78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience. In probability terms, a salesperson has a 5 to 20% chance of selling to a new prospect and a 60 to 70% chance of selling to an existing customer.
What’s more, bad customer service can dig an unfillable hole. It takes 12 positive experiences to make up for one unresolved negative experience. That is if the customer comes back that many times! First impressions are lasting impressions. It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.
The key to getting those return customers is providing service that keeps them satisfied. This program will give you the inside scoop on why customers leave, how customers want to be treated, and how to get customers to spreads the word on your excellent service. As a result, you will have more confidence in a sales interaction, and build lasting rapport with loyal customers.
