The True Value of Exceptional Customer Service & “Moments of Truth”

Jonathan Farrington

But today I want to discuss one of my most favorit topics – customer retention – because believe me, it is set to become the differentiator between success and failure for most commercial organizations. So what is the value of good customer service?

Sales Myth: If I Provide Great Customer Service, I Will Never Have to Prospect

The Sales Hunter

Providing great customer service is what every company and salesperson feels they need to be doing. The sales myth is the more focus that is placed on taking care of existing customers and providing them with great service, the less need there will be to prospect. Blog Professional Selling Skills Prospecting customer service prospect prospecting sales prospectingSure, that sounds great.

Trending Sources

Are You a Salesperson or a Customer Service Person?

The Sales Hunter

If that’s the case, then why are you acting like a customer service person? I’m not bashing customer service people. They play a key role in the sale process, but I believe strongly salespeople and customer service people are to be doing two different tasks.

Customer Service is a Product of Your Company’s Culture

The Sales Hunter

It’s easy for people believe they offer customer service. Challenge is customer service is a moving target. The hospitality industry is built around customer service, and yet even within this industry, there are wide ranges […]. Blog Customer Service Professional Selling Skills customer customer service parisIt’s another thing to do it. What it means to one person may not mean anything to another person.

Think Like a Sales Rep. Act Like a Marketer. React Like Customer Service.

Sales Hacker

They do their own research via Google, blog posts, and customer reviews. The new breed of salesperson will think like a rep, act like a marketer, and react like customer service. Where marketers have their act down in comparison to lagging sales teams is with the human side of turning a prospect into a customer. React Like Customer Service. Customer service has one goal — customer satisfaction. React Like Customer Service.

ACT 22

10 Things You Must Do to Ensure the Internet Doesn’t Replace You

The Sales Hunter

Blog Consultative Selling Customer Service leadership customer service internet sales leader sales leadershipEvery few months, there is a new article released that claims salespeople are doomed, due to the idea that the internet can more effectively do what any salesperson can do. I don’t buy that. I think the salesperson is not destined to become a relic, as long as they bring real value to the […].

Sales 83

Travel Tips from a Road Warrior

The Sales Hunter

Blog Customer Service leadership Professional Selling Skills Sales Motivation travel tipsPeople ask me how I put up with traveling so much. (I I recently went over the 3 million mile mark, and even during a slow year I will still log 100,000 actual air miles.)

Can I Fire a Customer?

The Sales Hunter

Yes, you can fire a customer and you need to fire more than just one! How much time do you spend on customers that are doing nothing but taking time away from you that would be better spent […]. Blog Customer Service Professional Selling Skills customer customer service price price increase pricingThe end of the year is a perfect time to be honest with yourself and your business.

Why Sales Will Never Be the “Science of Selling”

The Sales Hunter

Blog Customer Service leadership Professional Selling Skills Prospecting Sales Motivation customer high-profit prospecting prospecting sales motivation sales prospectingNewsflash: Artificial intelligence and a bot will not take your sales job from you, unless you let it. Sales is the “art of selling.” ” It always has been and it always will be for one very simple reason — sales is about a transaction between two human beings.

10 Best Sales Questions to Use When Talking with a Customer

The Sales Hunter

Blog Cold-Calling Consultative Selling Customer Service Professional Selling Skills Prospecting Purchasing Department listening prospecting purchasing department questions sales process sales prospecting selling techniques

Engage the Prospect via Your Follow-Up

The Sales Hunter

How many times have you had a sales call that you walk away from feeling great then turn into the customer going silent on you? Blog Closing a Sale Customer Service Prospecting customer follow-up prospect prospectingWe’ve all had that issue, and the typical way salespeople handle this is by thinking if they just send a great follow-up note immediately after the meeting, everything will be […].

Jonathan Farrington's Blog ? Superior Customer Service ? Why.

Jonathan Farrington

Superior Customer Service – Why Bother? Apart from whether the problem itself has made the customer angry, having to pump oneself up enough emotionally to have this ‘confrontation’ makes people short tempered. Technical Support Is ‘Customer Service’ Too.

Quit Trying to Define Value for Your Customer!

The Sales Hunter

Blog Customer Service pricing Professional Selling Skills Sales Motivation discount discounting price sales motivation selling skillsWould you pay $85.00 for a rock wrapped in leather? I suspect it’s not high up on your gift list, but for somebody it sure is.

10 Ways to Overcome a Customer’s Objection

The Sales Hunter

An objection from a customer is not a reason to panic. Thinking you’re never going to have a customer object to something is not realistic. Ask the customer to share with you more insight as to why they raised the objection. Blog Closing a Sale Consultative Selling Customer Service Professional Selling Skills handling objections objections sales motivation sales tipsHere are 10 responses to consider: 1.

6 Ways to Separate Yourself from Your Competition

The Sales Hunter

Why should a potential customer give you the time of day when they already have too much on their plate? There’s a reason why customers don’t see value in salespeople, because to be quite blunt, most salespeople don’t bring value. What makes you different from your competitor?

If You Want Different Customers, You Have to Look at Yourself

The Sales Hunter

Blog Professional Selling Skills Prospecting customer service integrity prospecting sales prospectingOne of the elements I enjoy is coaching salespeople and sales managers. In this role, I get to see up close what makes people tick. I’m always surprised when people ask me why they aren’t able to attract the really great clients. My response always begins with the need for the salesperson to first look […].

10 Mistakes Salespeople Make and Why You Can’t Afford to Make Any of Them!

The Sales Hunter

Blog Consultative Selling leadership Professional Selling Skills customer customer service customers prospect prospecting It’s not my nature to be negative, but sometimes the best ways to point things out is by expressing it in a negative manner. Here are 10 mistakes salespeople make (hopefully you will see why you can’t afford to make even one of them!) Failing to gain a relationship with others beyond just […].

Average Salespeople Talk About Their Products. Great Salespeople Talk About Their Customer’s Business.

The Sales Hunter

Do your customers really care about what it is you sell? Sorry, but more times than not, the customer’s interest level in what you’re selling is at best top-level only. Our customers have to be strong and healthy. ” Sales Motivation Blog.

Stop Using Your Brain as Your CRM

The Sales Hunter

” Sales Motivation Blog. Blog Cold-Calling Consultative Selling Customer Service Professional Selling Skills Prospecting Purchasing Department Sales Development Training Sales Motivation CRM customer customer service sales information

CRM 88

Customers Aren’t Looking to Buy the Lowest Price Item

The Sales Hunter

Or, are you saying that statement simply isn’t true and customers do always look for the lowest price? Customers aren’t looking to buy the lowest price; it’s just that they do because the salesperson makes it so […]. Blog Consultative Selling Customer Service pricing low price price value value added Do you believe that statement in the headline? Let me put an idea out on the table.

I Don’t Sell. I Help People With Their Problems.

The Sales Hunter

Blog Closing a Sale Cold-Calling Consultative Selling Customer Service leadership Professional Selling Skills price pricing sales leadership sales skills sellingListening to a successful small business person being interviewed a few weeks ago, I was struck by a comment he made about his success. He was asked if he saw himself as a salesperson. His response was, “No, that’s the last thing I would want to be, I don’t sell at all. What I […].

2 Seconds of Silence: Your Ticket to Selling More

The Sales Hunter

Use the 2-second pause immediately after the customer says something. The vast majority of salespeople are quick to respond to whatever the customer says and the 2-second pause is designed to break that habit. You get more information out of the customer without saying anything.

VIDEO SALES TIP: Are You Proud of Being a Salesperson?

The Sales Hunter

Blog Breakthrough Sales University Consultative Selling Customer Service leadership Professional Selling Skills Sales Motivation sales motivation video sales tipGreat salespeople are proud of what they do. This isn’t about being arrogant and boastful.

Video 79

VIDEO: Three Fatal Mistakes When Giving Your Price

The Sales Hunter

” Sales Motivation Blog. Blog Closing a Sale Customer Service pricing Professional Selling Skills Sales Motivation closing closing techniques profit sales closing techniques sales pricing

Video 125

Are Buyers Always Rational?

The Sales Hunter

Blog Consultative Selling Customer Service Professional Selling Skills B2B b2c closes closing closing a sale emotion prospecting sales selling skills

Buyer 78

What Do Your Customers Remember After You Leave?

The Sales Hunter

Have you ever asked yourself what you think your customer is thinking after you leave? ” Sales Motivation Blog. Blog Customer Service Professional Selling Skills Sales Motivation customer service sales motivation

11 Tips to Build an Effective Customer Relationship

The Sales Hunter

Having an effective relationship with the customer can go a long ways to closing the sale and, more importantly, to closing sale after sale through an […]. Blog Customer Service Professional Selling Skills customer relationships sales relationships

B2C 92

Why Bad Salespeople Attract Bad Customers

The Sales Hunter

Have you ever wondered what types of customers are attracted by certain types of salespeople? Without a doubt, I can say the reason some companies wind up with more bad customers than others is because they have more bad salespeople than others. ” Sales Motivation Blog.

Your Customers Don’t Want to Buy From You

The Sales Hunter

I hate to break the news to you, but your customers really don’t want to buy from you. Blog Closing a Sale Customer Service pricing Professional Selling Skills close closing closing a sale customer service price sales closing Just so you don’t get too upset, keep in mind that they don’t want to buy from your competitors either. What is really disturbing is they haven’t wanted to buy from you for a long time. […].

Sales 44

5 Ways to Network via Email in the Summer

The Sales Hunter

Blog Consultative Selling Customer Service Networking Professional Selling Skills communication customer email social media It’s summer and schedules are going crazy.

How Much Do You Know About Your Customer’s Customer?

The Sales Hunter

Why is your customer in business? Who is their customer? How do their customers benefit from what they provide to them? Recently, I was working with a salesperson calling on customers and this issue came to light. The reason it came to light is the salesperson was selling to customers who suddenly found themselves […].

Quit Talking About You. Your Customer Doesn’t Care.

The Sales Hunter

We were talking about how to engage the customer in a conversation. Too many in the group were talking about how they share with the customer results of things they’ve been able to do for other customers. Do you think the customer cares about you?

VIDEO SALES TIP: Your Sales Presentation Sucks

The Sales Hunter

What happens when you come into a meeting with the customer or prospect and you are determined to stick to the presentation is you may actually shut down any […].

Video 75

Knowledge Doesn’t Travel at the Same Speed for Everyone

The Sales Hunter

Blog Consultative Selling Customer Service consultative selling customer service listening selling techniques Sitting in the Admiral’s Club in Raleigh the other day, I couldn’t help but overhear a conversation the person next to me was having on the telephone. The person talking to another person on the phone was shocked to hear Mario Cuomo had died. Excuse me, but it happened days earlier. The person saw […].

VIDEO SALES TIP: The BEST Sales Presentation IS…

The Sales Hunter

Instead, they build strong conversations focused on the customer’s needs. Blog Closing a Sale Consultative Selling Customer Service leadership Professional Selling Skills canned presentation presentation presentation skills sales presentation sales skills video sales tip…NOT a presentation. Great salespeople do not rely on a canned presentation. You can strengthen your dialogue abilities, and you will see how little you even want to use your canned presentation.

Video 70

5 Lessons Every Salesperson Can Learn from the Apple Launch

The Sales Hunter

Provide your customer with valuable information that will have them wanting to keep your appointment. Blog Closing a Sale Consultative Selling Customer Service leadership Professional Selling Skills Sales Motivation apple apple watch sales leadership sales motivation Put aside the debate about the Apple Watch and let me share with you 5 things I learned from the launch of it that are going to help me sell better: 1.

Salespeople Who Give Discounts are Not Salespeople

The Sales Hunter

When a salesperson offers a customer a discount, what they’re saying is they have not been able to do a good enough of a job demonstrating value to the customer. Rather, I think they’re a customer service person at best. ” Sales Motivation Blog.

Validate Information… Or Pay the Price Later

The Sales Hunter

Any piece of information you receive from or about a customer needs to be validated. If you receive information about one of your customers or about something happening in their company or industry, don’t automatically take the information at face value.

Can a Relationship with a Customer Hurt Your Profit?

The Sales Hunter

In sales we always talk about the importance of getting close to our customers. We all want to improve a customer relationship, right? As you read this, I’m not advocating we should not have strong relationships with customers. ” Sales Motivation Blog.

Quit Asking “Feature” Based Questions and You’ll Boost Your Sales

The Sales Hunter

Blog Consultative Selling Customer Service Professional Selling Skills Prospecting benefits features prospect prospecting question questioning sales questions That’s right! Quit asking “feature” based questions and start asking “outcome” based questions. This is the easiest way for you to increase your sales! If you want to significantly alter your sales results, here is one of the most powerful things you can do.