Customer Service Selling Cues Lead to Revenue Opportunities

Our posting on the horror of a customer say, "I didn't know you did that." prompted a suggestion from my long time friend and associate Charles Thompson, the senior operations officer at World Color... and a "World Class"Customer Service provider.

Charles suggested we follow up with additional insight into SELLING CUES.

If you search "Selling Cues" on Google you end up with a great deal of
information about buying and selling CUES for pool, snooker and
billiards.


Not what we were looking for, so perhaps we can add to the content.

In Customer Service and all Marketing and Sales, selling cues, or if
you prefer, "buying cues" occur continually.

Cues can be very subtle or pronounced but they all signal a shift -- or the opportunity for a shift -- in the buyer's position ... to your favor and to your advantage.

To be certain, all cues require developed listening skills and
continually asking ourselves, "What is the customer REALLY saying?"

So what should we be listening for? Some suggestions:

• Problems - Perhaps more than any other cue we should listen for
  problems we can help customer solve. These no harm in asking outright,
  "Are there any problems you are having that we could help you with?"


• Needs - What are the expressed needs of your customer and how can
  you relate them to you product or service line.


• Staffing - In current economic conditions, listening for inadequate
  staffing concerns can lead to revenue generating solutions.


• Curiosity - If a subject interests your buyer, it should fascinate
  you. What are your customers' current interests and can they lead to sale?


• Objections - We've all heard that objections really are questions and
  signal that we need to provide more information about the subject. Keep the information flowing to your customers.


• Complaints - Particularly about competitors. Be careful not to join in
  the criticism of competitors, but, rather, offer solutions.


• Schedules - If there are scheduling concerns, can you bring parts of
  project you are not managing under your control for greater revenue?


• Costs - Can you offer efficiencies or alternatives to other vendor
  partners or competitors? Would a greater share of wallet afford the
  opportunity for discounts?
  

There are others, and that's a GREAT TRAINING EXERCISE for your next Customer Service meeting. Begin your own custom Selling Cues List directly related to your industry and your customer base.

The point is that we must ENGAGE with customers.

Engagement today means moving past Customer Service details and becoming business problem solvers.

When we engage, listen and serve we have the greatest opportunity to
DELIGHT CUSTOMERS!