Sales and Customer Relationships

Name: Sales and Customer Relationships
Author: Colette Rominger

Explore customer relationships for sales success.

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Course: On-Demand

(gentle music) Let's discuss the importance of a customer-centered approach to sales. And connecting with customers to help build relationships and better understand customers behaviors and motivations. For a salesperson to develop a relationship with a consumer, a customer-centered approach to sales is crucial. You can accomplish this by understanding customer's motivations and behaviors. From there, you'll be able to start building and maintaining lasting relationships. A customer-centered or customer-centric approach to sales, is a strategy in which businesses and sales teams ensure that the customer has the best experience possible. When the customer is happy, they often return. Have you ever completed an online survey after visiting a business? Maybe something incentivized you to complete the survey, such as a discount on your next purchase. Why does this business want your feedback? They are collecting data from you to find out what would make your interaction more enjoyable. Providing a link for customers to complete a survey takes very little time, but can provide beneficial information and lead to an increase in productivity and profits. When a company sees they're not offering customers the best possible experience, they should be quick to make changes, and possibly even contact the customer to see if there's anything that can be done to ensure their return. Imagine a client needed to confirm their order of a hundred boxes of copy paper to be delivered the following Friday. Instead of asking the client to call you on Friday, to let you know that the delivery was received, the customer-centric response might be to tell them something like, "Your order is scheduled to be pulled tomorrow and prepared to ship. It should be on the truck on Thursday for Friday delivery. I will call you on Thursday to confirm the shipment." A customer-centered approach ensures peace of mind in the customer, by eliminating the need to monitor their purchases and makes them feel as if they are in capable hands. There are many examples of businesses that have made small changes to enhance a customer's experience. One example is JetBlue's, self appointed People Officer, Dave Clark. Commercial airlines often struggled to keep customer satisfied. As many people see flying as a frustrating and exhausting task, and some even dread their journeys. Clark aimed to improve the flight experience, starting at the airport terminal, where he offered waiting passengers coffee and donuts. He also organized and hosted trivia games for passengers to participate in during their flights and offered free tickets to the winners. These activities went over well with customers and guaranteed repeat passengers. Over time, other crew members began to follow Clark's lead, and the company is known for its customer-centric approach. When we make it our mission to put the customer first, we are more likely to succeed.

Beginner Provider : Colette Rominger 4 Lessons · 13m in Arabic, German, English, Spanish, French, Portuguese, Chinese

Course Description

In these lessons, we’ll address customer relationships for sales success. You’ll learn how to create a positive customer experience to ensure repeated business, and discover ways to incentivize sales for customer engagement. You’ll understand customer motivations for buying products, and develop skills needed to stimulate those motivating factors. We’ll also explore how customer engagement and marketing tools like social media can create rapport and maintain connection.

What You'll Learn

Discover customer-centered sales practices that create a positive customer experience and encourage repeat business
Apply sales incentives to increase customer engagement, retention, and sales
Identify the factors and motivations that influence customer purchasing decisions
Develop skills to stimulate the factors that motivate customers to buy
Build and maintain customer rapport, including through marketing tools like social media

Key Takeaways

Strong customer relationships support sales success and help ensure repeated business.
Creating a positive customer experience encourages customers to return.
Sales incentives can be used to increase customer engagement, retention, and sales.
Understanding customer motivations for buying allows sellers to stimulate the factors that drive purchases.
Customer engagement and marketing tools such as social media can create rapport and maintain connection.

Frequently Asked Questions

What will I learn in this course?

You will learn customer-centered sales practices, how to use sales incentives to increase customer retention and sales, the factors that influence customer purchases, and the value of building customer rapport.

What topics does this course cover?

The course covers the customer-centered sales approach; customer motivations, decision-making, and behavior; and building and maintaining customer rapport, and it concludes with a Test Your Knowledge lesson.

How does the course address customer engagement and connection?

It explores how customer engagement and marketing tools like social media can create rapport and maintain connection with customers.

What skills will I gain from this course?

You will build skills in customer engagement, customer experience improvement, customer relationship building, customer success management, sales concepts, and sales training.