Good Customer Service in Sales
Excellent Customer Service in the Meaning of Sales
Good customer service skills don’t come from one department. The tone of great customer service should be prevalent throughout a company. Often, initial communication happens between sales representatives and prospects. What is customer service in regards to sales? Sales reps reap the benefits of customer service every day by maintaining polite communication and problem-solving for clients. In turn, prospects become clients, departmental customer service assists positive energy, great word-of-mouth ensues, and new leads are generated.
When managing a sales team, it’s necessary to share a good customer service definition in a thorough and consistent manner for your team. Because sales reps are often the first people in your company to communicate with clients, having a descriptive customer service skills list to reference will help reinforce specific practices that apply to your company and its messaging.
Customer Service Skills
Providing excellent customer service for each prospect can be natural for some employees — they just get it — but not all employees. There’s ambiguity between knowing what is helpful to a prospect and what makes a sales rep pushy. Here are a few things to think about when setting an excellent customer service example. We suggest taking these concepts and whittling them into an amazing customer service guide for onboarding and ongoing training.
- Sales team definition – Define the aspects of communication you want to focus on for each sales position. Those reps in a sales support role, like a sales development representative, are going to need more learning that’s revolved around email and phone communication — For example, customer service phone tips. The same goes for managing sales reps of an outsourced sales team. Providing excellent customer service from the sales side of things starts by designating certain traits to each role of the sales team organizational structure.
- Initial and follow-up contact – Before jotting down the common industry practices with initial and follow-up contact, think about what worked for you in your career. That experience is relevant experience. Use those contexts to educate your reps. They can also be used in sales messaging as similar situation cases.
- Presenting – Consider the communication differences when presenting in-person or over the phone. Technology is a big factor; screen sharing over a phone call and presenting with a projector are completely different, but both have benefits. How do you approach asking questions or organizing points for each type of format?
- Customer service tips and sales manager tips – Incorporating quick tips and quotes into learning is a great way to retain information. The attribution of quotes to great customer service stories makes information memorable. Incorporate great customer service quotes into learning material. As time progresses you can update content on a whim to replace the customer service quotes with ones said from your own employees. Having an easily accessible document of go-to advice (tips) for reps to reference will eventually be referenced less and less and for good reason. Ease of organization and access to materials subtly encourages frequent reference. As materials are frequented, information is retained, and those go-to customer service tips become a habit.
Make sure each of your reps is conditioned with customer service duties. Retaining this information takes initial and ongoing training. A sales team without it is an underperforming sales team.