How to Turn 70% of Your Prospects into Customers [Infographic]
According to a study from PeopleMetrics, sales professionals need to go ‘above and beyond’ when it comes to providing a true customer experience.
What does it mean to go above and beyond?
If we look at it from a net promoter score perspective, the study found that scores increased from 37 to 51 when the sales professional went above and beyond. We’ve summarised the 4 key characteristics (credit to HubSpot) below of what it means to go the distance:
This one is a no-brainer and I’m sure you’ve probably come across the below quote at some point. We often listen with the intent to formulate a reply but what we should be doing is listening to understand.
The only way to deliver a personal solution to each customer is to have an honest understanding of what they want. Know what your customer needs and when appropriate take notes.
By personalising, we don’t mean simply adding the name of your prospect in your presentations. Take it a step further and personalise your content based on their industry and the personas you serve or personalise based on where they are in their buying journey e.g. no point discussing what your social analytics tool can offer when your prospect’s firm is yet to employ a social media strategy.
Why is personalising so important? According to Gartner research, 85% of customers will manage their relationship without even talking to you!
We can conclusively say that the day of the aggressive sales person are gone and there has been an evolution of the type of attitude that is needed by sales professionals today. It’s all about relationship building and leveraging these to bring about the sale. In a recent SalesITV research, 88% of sales professionals felt that customers value relationships as much as ever.
This point comes down to the sales professional character as an individual and their morals or ethics. If your prospect is hosting a charity fundraiser event, perhaps it’s worthwhile attending (it’s for a good cause and you’re increasing the touch points with your prospect). Maybe you had a successful meeting and want to thank them in a more personal way – send them a thank you note (certainly has a stronger effect than email).
What about your sales team or you as a professional – how do you go above and beyond for your customers?
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