Solution to the issues discussed: Improvement in the sales service
1. The customer service skills need to be improved in the staff.
Then the staff has to train on the knowledge aspect, they need to have full information about the product that they are selling. The customers trust the staff for the knowledge they have. Suppose the staff is giving them incorrect knowledge or half knowledge about the product then it would be very harmful for them and the company.
The image of the company gets destroyed later and the customers feel dis satisfied. So the staffs need to have a detailed knowledge about the product so that they are able to respond to the queries of the customers, guide them properly. This is appreciated by the customers too as they feel that now they have complete knowledge about the product so it becomes easier for them to take their purchase decision.
Further, the skill that the staff should possess is that they need to become thick skinned. They need to trust the fact that whatever the customer is saying is always correct, they must not question them or blame them if they don’t accept what the sales person says. This is due to the reason that customers have the option of giving feedback on social networking and various other sites and they have the power to destroy the image of the company. So they should not be blamed, instead they should be told that whatever they believe is right, but the product contains this feature too hat can solve their particular problem.
2. The company needs to enhance its strategy for the customer service
They should encourage the customers to give their valuable feedback. When the customers feel associated with the company, they tend to buy more and the sales increase. So the company should follow this thing. Then secondly, the company has to make sure that are available for the personal touch with the customers.
If the customers are in different time zone or in international markets so they should arrange a customer resolution desk that is open for 24*7 so that the customers can ask their queries for there and resolve their problems timely. Next is that the people of the company should show care to the customers by fully meeting their needs. This involves relationship building.
The customers should be given VIP treatment and they should be appreciated for their decisions related to purchase. The company can also run a survey to get idea about their customers, their likes and dislikes and wants and desires. Seminars, webinars can be created so that all the people come close to each other and they interact. This can also be used as a sales promotion technique.
3. Take feedback