The first step for creating an environment to foster Service that Sells – Design your policies around what is best for your customer. Do not attempt to conform your customers to your policies.You must be willing to do this. The strategies presented will allow you to dominate your competitors and maximize long-term financial success. In case you disagree, compare Nordstrom and Dillards, Southwest and American Airlines, Chick Filet and Burger King.
In today’s business environment, the service and sales disciplines are perceived and expected to be one in the same. Slick manipulative closing and bait and switch techniques no longer get the job done. These flawed dinosaur strategies had short-term success in the past but are neither welcomed nor effective in today’s buying environments. With consumer and product information and feedback at everyone’s fingertips, gaining an edge with your customer and client by professionalism, personality and rapport building is at a premium. Easy, right? Unfortunately very few embrace or understand it.
Below are the concepts and processes that your team will master, that your customers will love, and that render hard-sell closing techniques and cold disinterested sales associates obsolete.
The Most Important Step Creating Service that Sells – Build Rapport
Why Is Building Rapport So Important?
It demonstrates to the customer that you genuinely care about them and are willing to spend the time to take an interest in them. Rapportleads to trust, which, in turn leads to being liked. People like to go places and buy things from people they like. It separates you from your competition. Unfortunately in our industry, taking an interest in the customer is rare.
How to Create Rapport:
The concept of rapport gets tossed around in many sales and service discussions but how to achieve it remains a mystery. The answer is simple, but in most cases overlooked and misunderstood. The magic question is…
What do people like to talk about the most?
Answer: Themselves!!! And it’s not even close…
If building rapport and trust is most important than how will you create it?
Ask questions about the most important thing to each guest: THEM
Some great questions to ask:
- Hello I’m Mike, what’s your name, Nice to meet you. Thanks for coming.
- Where are you from?
- How long are in town for?
- Where are you staying?
- How do you like the hotel/condo/timeshare?
- What brings you – Business, Pleasure or both?
- How are you being treated?
- Any great stories from you trip already?
- Where else are you going while you are here?
- Most memorable moment?
When asking questions you must be genuinely interested. If not, it will appear scripted or invasive. When done properly, these and similar questions will lead to great conversation, rapport building, increased sales and customer loyalty. When the rapport/friendship is created the following takes place:
- The customer will purchase most or all of their products or services from your organization every time.
- They tell all their friends and co-workers about why your products or services are so much better and how cool and friendly you and your associates are.
- They book more business with you and take your recommendations because they like and trust you.
- They give you the contact info for their business relationships.
- They spend their money with you and your organization instead of spending their money somewhere else.
From the time you start the sales process until the time you close, it’s SHOWTIME! You are on stage focused primarily on making certain that your most valuable asset (THE CUSTOMER, GUEST or CLIENT) has a most memorable experience.
Who does this? Everyone, from the Sales Manager to the administrative staff to the customer service representative to the billing clerk… Everyone!