Case Study: Learn how to improve your customer service and sales

Introduction

I recently had the pleasure of delivering five face-to-face customer service and sales training sessions to a leading UK provider of office space, workshops and studios.

Challenge

The managing director of the company approached me to create and build a bespoke customer service and sales training course. The one specific area that I was asked to concentrate on was the fact that staff were actively selling the product, i.e the office space, but not offering the customer ‘the solution’. For instance, on the day of training, there was a situation where the only criteria that a potential customer was looking for at the rented office space, was a parking area that was big enough to take the length of his 7.01 meter minibus.

Sell the solution, not the product

Initially, the staff explained to the customer that they were unable to support his request as the allocated parking spaces were too small. However, after some further thought, the staff were able to come up with two satisfactory solutions to the customer’s request.
● There is an area of the car park which backs onto grass. By parking the back wheels of the minibus against the curb with the back overhanging the grass, the bus fitted within the allocated parking space.
● There are ‘double’ parking areas on the site for wide vehicles. By parking the mini bus diagonally across this double parking area, the bus fitted within the allocated parking space.

Benefit

Understanding your customers’ business pain is key. The better you understand, the better your ability will be to serve the customers’ needs. It is only by asking probing questions and inquiring as to the extent of the challenge that you can gain a better grasp of the customers’ requirements.

Result

By changing your mindset to ‘How can I help’ rather than ‘How can I sell’ you will begin to see an uplift in your bottom line. Customers will receive great customer service and in turn, will become advocates of your company on their own.

When you focus your services on the customers’ pain points, customers will be more open to hearing about your offers. People do business with people they know and trust.

Improve your customer service and sales

Here at Unlock Staff Potential, we can help you just like we helped our clients. Whether you prefer online or face-to-face sessions, we will teach you how to improve your customer service and sales.