5 TÉCNICAS DE ATENDIMENTO AO CLIENTE!

Summary

This video script explores how sales professionals can elevate their performance through effective planning, understanding customer behavior, and utilizing tools like CRM. It emphasizes the importance of emotional control and adaptability, likening salespeople to characters who must embody positivity in customer interactions. The content also highlights the role of empathy and rapport-building in creating strong customer connections. By setting higher standards, providing personalized experiences, and mastering communication styles, salespeople can differentiate themselves and influence customer decisions. The script offers practical advice on achieving excellence in sales and customer service.

Takeaways

• 😀 Planning and preparation are essential for excellent customer service. Salespeople need to understand their customers and companies they represent.
• 😀 Mood and attitude can affect service. Even when feeling frustrated, a professional must be prepared to engage positively, similar to a Disney character like Olaf.
• 😀 Sales professionals should embrace their roles fully and deliver an engaging experience, acting as though they are performing on stage.
• 😀 Studying human behavior and customer profiles is crucial for creating meaningful connections. Sellers should understand what resonates with each customer personally.
• 😀 Utilizing a CRM system effectively is key for staying organized and maintaining valuable customer information, ultimately improving service and sales performance.
• 😀 Creating unique experiences for customers can increase brand loyalty, such as customizing interactions based on CRM insights, like sending pet pictures to connect personally.
• 😀 Elevating customer expectations through exceptional service, similar to the luxury packaging of Tiffany jewelry, increases perceived value and makes price less relevant.
• 😀 High-performing salespeople set a new standard of service, delivering more than their peers and making the competition feel less valuable by comparison.
• 😀 Developing rapport and empathy is fundamental. Understanding and adjusting to the customer's pace and communication style is essential for building trust and rapport.
• 😀 Addressing customer problems with clear communication and follow-up ensures customers feel valued. Avoiding the 'automatic' response mode improves relationships and customer satisfaction.

Q & A

How can a salesperson organize themselves for excellent customer service?

A salesperson should plan ahead by understanding who they are speaking to, researching the company and the individual, and preparing to connect on a personal level. They must also maintain a good attitude, even when not in the best mood, and be ready to perform professionally at all times.

What is the importance of behavior in customer service?

Understanding human behavior is crucial for a salesperson. By studying behavior, they can connect more effectively with customers, predict responses, and tailor their approach to ensure a positive experience.

Why is a CRM system important for salespeople?

A CRM system helps salespeople keep track of important customer information, ensuring they are prepared for each interaction. It also allows for personalized follow-up and ensures that nothing important is forgotten.

Can you give an example of how CRM data can be used creatively in sales?

An example of creative use of CRM is recording whether a customer owns a pet, even if it's unrelated to the product being sold. This allows for personalized outreach, such as sending photos of the customer’s pet with the product they purchased, which can go viral and strengthen the relationship.

What role do high standards play in customer service?

Setting high standards, like offering an exceptional service experience, creates a new reference point for customers. Once they experience this, they won’t accept anything less, which positions the salesperson or company as the benchmark for quality.

How does the value perception affect purchasing decisions?

Value perception is crucial. A customer will choose to buy from a company that offers an exceptional experience, even if the product is priced higher. A Tiffany's jewelry, for example, is worth more because of the experience surrounding it, not just the physical product.

What is the difference between a high-performing salesperson and a mediocre one?

High-performing salespeople consistently exceed expectations and set new standards. They understand the importance of personal connection, respond to customers in a way that elevates the experience, and create differentiation by adding value beyond just the product.

How does rapport influence customer interactions?

Rapport is key to building trust and making a customer feel comfortable. It involves understanding the other person’s communication style and adapting to it, whether by adjusting speed, tone, or approach. Establishing rapport helps create a stronger connection with the customer.

Why is empathy important in customer service?

Empathy is essential because it helps salespeople understand the customer's needs and desires, allowing them to address the situation in a way that makes the customer feel heard. A customer who feels understood is less likely to escalate their frustration.

How can a salesperson handle difficult customers effectively?

Handling difficult customers requires patience, understanding, and clear communication. By justifying actions, offering follow-ups, and making the customer feel heard, the salesperson can diffuse tension and prevent the situation from escalating.