Congratulations on closing the sale! But in order to create a truly profitable customer and help your business grow, you’ll need to continue nurturing the relationship.
What’s the easiest way to tell you dealt with a poor salesperson? It’s if you never hear from them again after becoming a customer. Going beyond the sale is a habit that the best salespeople make and it leads to an overall successful company. So what can your sales team do to go beyond the sale and lead your organization to success?
It all has to do with building relationships. Let’s have a deeper look at how your sales staff can go beyond the sale…
Your salesman made the sale! So, your company has just brought on a new client. Everyone is excited about the revenue that this new client will bring. Just how long that revenue stream comes in is now up to you. Bringing on a new client does not end with the sale, it only begins. So, how do you build that relationship so the client has faith to remain with you for the long haul?
- Adhere to your Mission, Vision and Values â€” it is great that you took the time to find one that fits the company culture you are trying to uphold, but it does nothing if you do not live by it. Â So let this be your starting point when you are going beyond the sale.
- Introduce them to the other people on the team, but stay present – A salesperson is often the first and only person from the company a lead interacts with until they become a customer. The relationship has already begun. Salespeople should introduce the new customer to all the other people within the company that they will possibly be working with. But this isn’t a hand-off where the salesperson disappears. It’s simply bringing more people into the relationship.
- Exceed expectations â€” Truly brilliant companiesÂ feel that meeting clientsâ€™ expectations is not good enough. Simply getting the job done is never enough. If we exceed expectations, our clients will notice. We not only provide what the salesman sold, but we go above that to make sure that our clients are thoroughly satisfied with our product.
- Listen â€” When your clients have something to say, listen. It does not matter if our products and services are the best in the business. Client feedback is the best way to enhance your products and processes. If you do not have a thorough understanding of our clientsâ€™ needs you can never provide the service that they need.
- Be proactive â€” Do not wait for the client to call you. 99 out of 100 times it will be because something went wrong. Take time to follow up with your client, especially the first month after bringing on a new client. Ask them how things are going and if there is anything that you can improve upon. Once again, listen to what they are saying. This is not a time for an up sell, although it may well present itself later. This is a time to focus on the clientâ€™s needs, concerns, or accolades. Then schedule regular intervals to check in on them to make sure they are doing well. It could be every couple months, semi-annually, or once a year. Just make sure you are in touch. They will be happy to hear from you.
Everyone knows that retaining a customer is far cheaper than bringing on a new one. Plus it is far more rewarding in terms of building a great business relationship. That is why we should always choose to go beyond the sale. Â Do not let a good sale go to waste by focusing inward. Always keep the attention on the satisfaction of your clients and you will go far.