Post by sara on Nov 24, 2006 15:07:28 GMT -5
Are you a professional Sales Representative? or a “pajama mama?”
by: Sara Nowlin-Edens
Customer service is one of the most important things a professional sales representative must manage efficiently. There are rules to follow to be successful, even if you never meet your customer face to face.
I recently purchased some items from an on-line catalog party. The hostess dropped the ball with the orders and the consultant was picking it up and making sure orders were taken care of. There was a problem though …. Connie Consultant was derogatory in her remarks about the hostess. Whether those remarks are warranted or not, Connie Consultant made a bad impression on me. Will I buy from her again? No. Next time she might decide to talk about me behind my back. I have no trust in her or her ethics.
Let’s look at the things you can do to present a professional image …. or to present a very Unprofessional image.
Do you ….
► Answer phone professionally? Keep a mirror in front of your phone. A smile is “heard” … so is a frown.
► Follow-up with customer orders? Did he/she receive it? Is he/she pleased with it? Was it broken and needs replacement?
► Follow-up three months later? You might get another purchase!!
► Send a thank-you card to purchasing customers and to hostesses? Have you ever sent a thank you to a NON-purchasing customer? What an idea! Sally Customer didn’t buy this time, but received a thank you for allowing me to present my products. She might remember me when she is ready to make a purchase!
► Offer wrapping for purchases near holidays or birthdays? This is more effective when dealing with face-to-face sales.
► Find a solution to a customer’s problem? Even if that solution includes helping find a product that you DON’T represent? Does the customer want something that is primitive but you only offer modern décor? Find a consultant for her to purchase from. If you’re lucky, either the consultant will reciprocate or the customer will remember that you go the extra mile and will give you kudos to her friends!
Or do you ….
► Use cursing when speaking with customers or fellow consultants? Even saying a “little curse word (damn) is unprofessional.
► Speak negatively about another customer, hostess, or consultant? I don’t want to do business with anyone who wastes time speaking negatively. Handle any issue with a positive manner and it will reward you in future.
► Chew gum or eat when speaking in person or on the phone? Yikes! What a horrible thing to listen to on the phone. Smacking and crunching are very rude.
► Speak to interrupting children, dogs, spouse, or others when on the phone with consultants, prospective recruits, or customers? Ever try to order a product while your consultant is yelling, “Don’t let the dog out!” “Go to your room!” eeks!
► Offer excuses when YOU dropped the ball? When the company dropped the ball? No matter who made the goof, never make excuses, whether real or imagined. Find a solution and apologize for the inconvenience caused. Offer an extra gift (even free shipping -- eat the cost yourself) for the inconvenience.
How you act determines how those around you act. Remember you are a PROFESSIONAL with a BUSINESS, you aren’t mom sitting on the couch eating bon-bons hoping that customers will accommodate YOU. Customers will remember who has the customer-service attitude and who doesn’t …. even if you have a friend-friend relationship with that customer.
Direct sales is a customer-oriented business and should always be treated as such. Customers will remember which sales representative treated them professionally, acted as if their wants and needs are the most important thing on earth.
When communicating with your company, follow these rules. The company will be more impressed with you if you treat customers, fellow consultants, prospective recruits, and corporate personnel with respect and dignity at all times.
Remember -- your attitude determines future sales and future relationships.
by: Sara Nowlin-Edens
Customer service is one of the most important things a professional sales representative must manage efficiently. There are rules to follow to be successful, even if you never meet your customer face to face.
I recently purchased some items from an on-line catalog party. The hostess dropped the ball with the orders and the consultant was picking it up and making sure orders were taken care of. There was a problem though …. Connie Consultant was derogatory in her remarks about the hostess. Whether those remarks are warranted or not, Connie Consultant made a bad impression on me. Will I buy from her again? No. Next time she might decide to talk about me behind my back. I have no trust in her or her ethics.
Let’s look at the things you can do to present a professional image …. or to present a very Unprofessional image.
Do you ….
► Answer phone professionally? Keep a mirror in front of your phone. A smile is “heard” … so is a frown.
► Follow-up with customer orders? Did he/she receive it? Is he/she pleased with it? Was it broken and needs replacement?
► Follow-up three months later? You might get another purchase!!
► Send a thank-you card to purchasing customers and to hostesses? Have you ever sent a thank you to a NON-purchasing customer? What an idea! Sally Customer didn’t buy this time, but received a thank you for allowing me to present my products. She might remember me when she is ready to make a purchase!
► Offer wrapping for purchases near holidays or birthdays? This is more effective when dealing with face-to-face sales.
► Find a solution to a customer’s problem? Even if that solution includes helping find a product that you DON’T represent? Does the customer want something that is primitive but you only offer modern décor? Find a consultant for her to purchase from. If you’re lucky, either the consultant will reciprocate or the customer will remember that you go the extra mile and will give you kudos to her friends!
Or do you ….
► Use cursing when speaking with customers or fellow consultants? Even saying a “little curse word (damn) is unprofessional.
► Speak negatively about another customer, hostess, or consultant? I don’t want to do business with anyone who wastes time speaking negatively. Handle any issue with a positive manner and it will reward you in future.
► Chew gum or eat when speaking in person or on the phone? Yikes! What a horrible thing to listen to on the phone. Smacking and crunching are very rude.
► Speak to interrupting children, dogs, spouse, or others when on the phone with consultants, prospective recruits, or customers? Ever try to order a product while your consultant is yelling, “Don’t let the dog out!” “Go to your room!” eeks!
► Offer excuses when YOU dropped the ball? When the company dropped the ball? No matter who made the goof, never make excuses, whether real or imagined. Find a solution and apologize for the inconvenience caused. Offer an extra gift (even free shipping -- eat the cost yourself) for the inconvenience.
How you act determines how those around you act. Remember you are a PROFESSIONAL with a BUSINESS, you aren’t mom sitting on the couch eating bon-bons hoping that customers will accommodate YOU. Customers will remember who has the customer-service attitude and who doesn’t …. even if you have a friend-friend relationship with that customer.
Direct sales is a customer-oriented business and should always be treated as such. Customers will remember which sales representative treated them professionally, acted as if their wants and needs are the most important thing on earth.
When communicating with your company, follow these rules. The company will be more impressed with you if you treat customers, fellow consultants, prospective recruits, and corporate personnel with respect and dignity at all times.
Remember -- your attitude determines future sales and future relationships.
