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Sales Strategy & Management

Dealing With Sales Disputes

Despite what the old adage says, the customer isn’t always right. But then again, neither are employees and sales people. So how does one deal with sales disputes in a firm yet respectful manner?

Ed Hatton

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customer-service

“The customer is always right” was originally coined in 1909 as a way of differentiating Selfridges Department Store from competitors. It was revolutionary at the time, when misrepresentation by retailers was common and ‘caveat emptor’ (let the buyer beware) was the usual response to customer complaints.

Customer disputes happen in any business. Unresolved disputes may result in loss of customers or groups of customers, refusal to pay, widespread and often biased bad publicity, loss of repute, legal action, and even damage to property and public protest.

We-recommend-tickWe recommend: 4 Ways That Learning Sales Can Help You Reach Your Goal of Success

Minor disputes can quickly escalate into anger, recriminations, threats and violence. Staff complaints about abusive and unreasonable customers is another source of dispute.

Where Does It Start?

Customer perceptions of broken promises or products not living up to expectations are at the heart of many disputes. Rude, uncaring or incompetent service from employees is another frequent cause.

You may initiate a dispute relating to slow or non-payment, unreasonable or bullying customers or if they continually demand changes or specific requirements but are unwilling to pay for these changes.

Arguments will escalate quickly if either party feels they are not being listened to by the other. A simple request can grow to a blazing row when either party ignores the other or scorns their view. Many serious disputes could have been resolved easily if they were attended to sensibly, courteously and early.

Resolving Disputes

As an entrepreneur you may be at the centre of a fight with a customer, and this is a time to exercise judgement and maturity. Assess you own conduct dispassionately and keep emotions out of it.

You too can make mistakes, and if you have then apologise and make amends. Personality differences and prejudices are at the root of many arguments, and you should be able to recognise and resolve these, even if you are personally involved.

If customer perceptions of broken promises is a frequent cause of dispute, it makes sense to reduce or eliminate this problem before it happens. Check the quality of everything – invoices, accuracy of delivery promises, responses to queries and product quality.

Get someone to call to make enquiries or register a complaint, and listen in. Be prepared to cringe. Some people have bad hair days every day, and take it out on customers. You may be disturbed by the lack of product knowledge or inability to make recommendations displayed by staff members. Fix the problems to reduce disputes.

Investigating Disputes

Whenever there is a serious dispute you need to investigate and if necessary take remedial action. Employees and customers may be defensive and slow to admit their faults so you need to be thorough; you do not want to lose the confidence of either valuable customers or valuable employees.

If your company has been at fault, a simple acknowledgment and apology will take the heat out of many serious disputes, but you may need to make amends with a gift or discount.

We-recommend-tickWe recommend: Transform your Business into a Rocketing Sales Machine

About the worst thing you can do to enrage a customer is to ignore the complaint, or promise to investigate and then do nothing. About the worst you can do to your staff is to shout at or threaten them in front of the customer. You are likely to end up with a resentful staff member and a customer who thinks you are a bully. In both instances you can lose the customer and your reputation.

It is perfectly acceptable to fire customers so long as you are sure they have been unreasonable or dishonest. I suggest that any customer who is abusive, racist or sexist should be told to leave and not return.

Be prepared for a social and even conventional media storm which may be totally one sided or untrue, respond factually, do not get emotional. If you have established the facts you should have nothing to fear, even if the (ex) customer is in a position of power.

Ed Hatton is the owner of The Marketing Director and has consulted to and mentored SMBs in strategy, marketing and sales for almost 20 years. He co-authored an entrepreneurship textbook and is passionate about helping entrepreneurs to succeed.

Sales Strategy & Management

3 Ways You Should Use Data Science to Skyrocket Sales

This post will show you 3 ways to keep your business stable and profitable, successfully.

Olivia Ryan

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data-science

Sales business is getting harder and more competitive day after day. Both physical retail and e-commerce offer a wide variety of brands and products, which makes it more difficult for an average sales person to seal the deal with potential customers.

Sales professionals have to be clever and extremely analytical before even approaching their clients. That’s why they use data science to skyrocket business. Data science is a contemporary statistical model which seeks to provide meaningful information from large amounts of complex data.

According to the study, this type of business analytics is expected to generate almost $170 billion in 2018. If you want to keep the business stable and highly profitable, you should consider embracing data science in everyday work. This post will show you 3 ways to do it successfully.

Prospect Analysis

Data science is based on artificial intelligence that has enough analytical power to give you remarkable insights into the traits of all prospects. Using this tool, you can personalise sales negotiations so as to match the exact needs of each client individually.

For example, data science will tell you the basic demographic features like age, gender, and location. But it goes beyond that and reveals income levels, professional titles, or personal interests based on online searches. All these inputs allow you to customise offers according to client’s preferences.

Related: Can Your Marketing Team Speak Data?

At the same time, you can prioritise prospects based on company size, predicted revenue, long-term potential, industry influence, or any other feature you might consider relevant to your business. This way, you can dedicate more time to the more important prospects and increase profitability just because you know who to talk to first.

Upselling

It’s much simpler to sell products to existing customers than to attract new buyers. Data science can help you to upsell products and increase the profit using the base of loyal clients. The system is simple – data science analyses the purchasing history and the preferences of every customer and suggests complementary products. That way, you make sure that your upselling suggestions stay relevant, which not only reduces bounce rates but also strengthens the base of loyal clients.

Create Ambitious Sales Quotas

Creating sales quotas has never been an easy job. Most companies are selling dozens of products in many cities, regions, or even countries, which makes it difficult for sales managers to manually determine ambitious but realistic quotas for their agents.

It’s actually one of the biggest reasons why managers underperform and fail to meet company requirements. However, data science makes this task a lot easier because it can automatically conduct the research and decide how much is enough for every sales representative in your team.

Company Aussie Writings uses data science to make sales forecasts and here’s what they say about it: “The new business analytics model goes through huge volumes of data within minutes, detect sales trends, and gives us a good plan for each agent, product, or region. With such powerful tool at our disposal, we don’t put too much pressure on sales representatives, but we also don’t have to worry about underachievement.”

Conclusion

Data science helps businesses to analyse potential clients more comprehensively and increases the odds of keeping sales high in the long run. It’s a perfect model for entrepreneurs who want to stay competitive in the abundance of brands, products, and services.

In this post, we showed you 3 ways you should use data science to skyrocket sales. Which tip could give your company the biggest boost? Let us know in comments and don’t hesitate to ask us if you need any additional information about this topic!

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Sales Strategy & Management

5 Secrets Of Communicating Effectively With Your Customers

Richard Mukheibir

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Communicate with customers

Standup comedians take cues from their audiences and modify their material as they go along. You can use this technique to watch for cues from your customers as to how they like to be addressed by you and staff.

This might seem like a schlep when things are going crazy at the tills or in the back office but the reward is creating loyal customers. Getting their feedback can also help you build your business. Here’s how to make communicating with customers a win-win scenario for them, for you and for your staff:

1. Listen first

Rethink your relationship with your customers by remembering that they are in control of the cash, not you. Shift your attitude to acknowledge this by recognising that you would like them to buy happily and confidently from you.

Bullying them with an over-the-top sales pitch is often a fast road to customer disappointment.

Instead, take time to guide them to the product or service that suits them best.

2. Acknowledge and connect

Whether you are demonstrating a product or ringing up a sale, allow the time to pause briefly and look customers in the eye. This personal connection makes customers feel that each one of them has been acknowledged as a fellow human being and not just a cash cow.

Related: 7 Steps To Optimise Your Cycle Of Customer Service

Such simple courtesies help you build the loyalty that encourages customers to return to buy again. They also often help take the sting out a disappointment or complaint about your product or service, allowing you to deal with it constructively.

3. What happens in the back office stays in the back office

Be clear in your own mind and also make sure your staff respect the house rule of not pursuing disagreements between colleagues on the shop floor. Most customers who witness something like this tend to back off – perhaps right out of your door.

Some may even film or record it and post it on social media. That is when you realise that there is indeed such a thing as bad publicity and you risk your business’s reputation being permanently damaged.

4. Choose the words

Customers are impressed when they see the boss putting in time on the shop floor or getting involved in customer relations. You can get double value from this time by listening in to the way your staff interact with customers.

Related: See You At The Top: A Guide To Winning At Customer Service

Make notes of what is positive and negative then use them during staff training sessions to role-play the situations again and help staff develop empathetic tones, body language and responses to customers.

5. Value the feedback

Compliments make everyone glow but even criticism or a complaint is valuable to your business – it’s like free market research.

So encourage your staff not to argue with a critical customer or try to prove how wrong they are. Respect their perception of their experience and use it to improve your range of products or services and help your business thrive.

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Sales Strategy & Management

What Really Drives Sales Growth And Repeat Business?

Hint: It’s neither your prospects’ ability to buy nor how great your product or service is.

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Have you ever analysed what really drives sales in your business? Most people tie their answer to marketing or new leads. Those can be drivers but not the main driver for small businesses.

What causes one person to shop with you for years, driving out of their way to get to you, while the guy across the street won’t set foot in your door? Typically, when I ask this question, I get feedback about how great the product and service is. When I ask why the guy across the street won’t use you, I typically get some explanation of a lack of need or ability to buy.

Those answers can all be true, but that doesn’t make any of them correct.

I have spent the last seven years studying these questions and searching for both the truth and the correct answer. Surprisingly, the right answer is far easier to understand than I thought it would be. Instead of you having to become an expert on the subject, I’ll save you years and tell you what I found.

The truth and the correct answer

If you want to drive sales growth and repeat business, it boils down to understanding and then implementing one strategy: Content builds relationships, relationships build trust, and trust equals sales. Think about that statement for a minute. It is true in your personal and business life right now.

Related: Sales Leadership: The New Frontier

Content builds relationships

Since the dawn of man, how did we build relationships? We create content. If I found myself to be single tomorrow and on a date, I would work to build a relationship with the person I was dating by talking to them – that is, by creating content.

In B2B sales for many years, people created content by having all the knowledge and telling sales prospects about the great features and benefits of new, amazing machines. Today, we create content for our websites and e-books, as well as for downloads or videos to post on YouTube.

Why do we do all of this? Simply put, content builds relationships. And if your customer is looking to purchase anything of significant value from you, you will first need a relationship to make that happen. Once we have a relationship, what happens?

Relationships build trust

shaking-handsMost people don’t fully trust someone they just met, regardless whether it is a business relationship or a personal one. Human nature is to give a little bit of trust and to see if someone is worth giving more trust to. In other words, make them earn it. This is why delivering, at a minimum, what you said you would is so vitally important.

This is where good customer service, the person who answers the phone or sits at the front desk, can make or break a new relationship. As the relationship continues, more and more trust is given; and if the experience remains positive, the amount of trust you get grows still more. As the trust in you grows, then what happens?

Trust equals sales

The more a person trusts you, the more they will buy from you.

One bit of good news with all the competition that is popping up is that it is super easy to stand out, because there are so many poorly run companies and untrustworthy people in the world. All you have to do is do what you say you’re going to do when you say you’re going to do it. Also, treat people the way you’d want to be treated. Since so few will do that, it is not that hard to stand out from the pack.

Related: 3 Strategies For Closing Sales Without Picking Up The Phone

Once a person has a relationship with someone, and they always get what they expect, changing from that person or business is not easy or even desirable. Because you gave good content, you created a relationship. Through that relationship you worked hard and developed trust and now, that trust you earned turns out money through, year after year. When you have 500; 1,000; 2,000; or 5,000 of those trusting relationships, they become assets of your amazing business.

If you’ve read me before, you may have heard me say that you should use a newsletter to build a fence around your customers. They will stay longer and spend more. Well, this is what I’m talking about. Had I been more sophisticated in my understanding of how all of this works seven years ago, I would have switched out the word “newsletters” for “content.”

I tell people all the time that a newsletter isn’t a magic tool. If anyone is selling you a magic solve-all-your-problems tool, you should run very far away and very fast. A newsletter is simply a vehicle to distribute content that builds relationships. It nurtures those relationships over time. You have to respect the relationship and earn trust by delivering on your product or services. If you don’t, can’t, or won’t do that, you could deliver all the content and send all the newsletters, and it simply wouldn’t matter one bit.

How to implement this in your business

The challenge with any idea is implementation. With most ideas in business, you typically have four choices, and this one is no different.

You can do the following:

  • Do nothing. This is what most people do, which is good news for you, because it is also what most of your competitors are doing. That makes it very easy to stand out.
  • Do it yourself. Content has to be created, and maybe you’re the best person to do that right now in your company.
  • Hire an employee to do this for you. Of course, you could hire and train a content creation person and outsource editing, graphic design, etc.
  • Find a company to help you implement this strategy.

Related: The 5 Best Actions You Can Take To Improve Sales Calls

Regardless of your decision, if you want to truly grow, or if you want to beat the competitor down the street, or if you want to increase the value of your company, it starts with this strategy: Content builds relationships, relationships build trust, and trust equals sales.

This leaves you with one thing to as you finish this article: Look back at the four options and make a choice.

This article was originally posted here on Entrepreneur.com.

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