Customer Service / Inside Selling
An important and often overlooked aspect of selling
Sandler-trained customer service people...
Treat customers with respect
Remain objective and avoid confrontation
Address customer requests in a straight-forward, non-manipulative manner
Ask questions to analyze situations before recommending solutions
Are effective communicators in person, on the telephone and by email
Can effectively recommend additional products and services that benefit the customer and add to your top-line revenue and customer retention
Customer service people have to know how to analyze situations without getting swept up by emotions – theirs or the prospect’s.
They also have to know how to act appropriately and initiate the actions required to effectively and efficiently deal with difficulties, address customer needs and solve problems with best-fit solutions.
They have to be able to respond to customer requests using clear and concise language.
Dealing with customers who are confused, frustrated or upset in emotionally charged situations doesn’t come easy for most people – very few, in fact. It takes training and practice to empower your people to act calmly and effectively in those situations.