Customer Service Tips To Win More Sales

Here are some customer service success strategies and tips from local experts to help you win more sales.

By Barbara K. Mednick, Star Tribune Sales and Marketing

Last update: November 17, 2006 - 4:09 PM

Bad customer service can translate into lower sales and lost business. Good customer service, however, can increase your sales and the number of business referrals that you receive. As well-known American investor, businessman and philanthropist Warren Buffet once said, "It takes 20 years to build a reputation and five minutes to ruin it.

"If you think about that, you'll do things differently."

Here are some customer service success strategies and tips from local experts to help you win more sales.

Make The Process Easy

"Customers do business with people they like, can relate to and respect. Following through on your promises and providing streamlined service makes it easy for customers to do business with you," says Heidi McManus, customized training program director, center for training and development, North Hennepin Community College. McManus sells customized training programs to local businesses and organizations.

Take Interest

"The sale will happen if you take interest in each and every prospect or client. Take time to follow up and to listen, so that you can ask smart questions and build the relationship," says Alyssa Kreutzfeldt, marketing director, Principal Financial Group.

Use The Phone

"One of the biggest challenges today is getting a 'live' person on the phone due to the proliferation of automated voice mail systems. Also many people are conducting business via e-mail, which can result in miscommunication. Direct phone contact goes a long way toward developing customer relationships versus e-mail or voice mail," says McManus. "Other challenges include increasing technology, which has created higher expectations among customers who may think that salespeople are available 24 hours a day via phone, e-mail, pager, cell, BlackBerry, etcetera."

Know Your Customer

"I believe that each salesperson should have a plan in place that reminds them every day or week what it takes to get the sale and maintain the relationship," says Kreutzfeldt. "Get to know your client. It's the big things that bring customers in the door, but it's the little things that endear you to them."

Have A Positive Attitude

McManus recommends the following success strategies:

Provide quick response time to customer inquiries, problems and concerns.

Always work through a customer's issue or problem until he or she is satisfied.

Follow up after a sale to ensure satisfaction and to get ideas for improvement.

Having a positive attitude is also very important. "Successful people have great attitudes. Think about the last few people you encountered at a business meeting, event, etcetera, and ask yourself, 'Who do I remember meeting?' It's very likely that you'll remember the person with the great attitude. Setting high standards and having a positive attitude will help to set you apart from the competition," says Kreutzfeldt.

McManus echoes that sentiment. "Not every customer transaction goes smoothly, but the important thing is to show empathy and work to solve the problem," she says. "Having a positive attitude, confidence and good follow-through are key factors to winning more sales. Customers love to do business with upbeat people who make their day."

Barbara K. Mednick is a Twin Cities marketing PR/communications consultant and freelance writer.

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