Product Promotion – Opportunities Abound
Part 3 of 3
Following are a few final
thoughts to help promote your products to your customers.
Keep your staff engaged and
aware of your marketing efforts . . . nothing worse than promoting a product
or service and those taking the calls are unaware!
What Is Your Conversion Rate?
How many customers called
last month inquiring about your products? How many of those customers did the
company convert into buyers? Track and review these results to determine what
actions need to be taken. It’s a shame if your CSRs lack the skills to turn a
customer inquiry into a purchase. That’s a waste of your marketing budget.
Sales Effectiveness
How effective are your CSRs
when calls come in from your promotion? Do they have skills that help them
generate rapport with the customer? Are they asking the right questions to
understand why the customer called about the promotion? Have they qualified
the customer to understand their knowledge about the product or to determine
the appropriate information to give the customer? Are they asking the
customer for their business?
Your customers are calling
because they have an interest or a need. CSRs play a critical role in helping
the customer make a buying decision. To create a sale of any product or
service requires continual training and practice. How much have you invested
in sales training for your staff in the last 12 months?
Product Knowledge
If a brand-new customer
called your company today, would all of your CSRs have the complete product
knowledge required to confidently answer any questions? Could they describe
the benefits of that product over your competitors?
We have performed many
customer-service and sales evaluations and most CSRs cannot explain why their
products or services are better than the competition. In many cases, they
lack knowledge about their own products.
Help your staff improve by
providing ongoing product-knowledge training. Role-play customer calls about
your products. This will improve their product knowledge and have a
tremendous impact on their ability to communicate effectively with your
customers.
Reward Your Staff
The role of the CSR at most
telecoms is that of an information provider. Many CSRs are not sure what to
say and how to say it. Some are even fearful of this process.
Create an incentive to reward
them for their sales efforts. Think of all the companies that sell products
and services. How many of them pay a commission or offer incentives to their
salespeople? Selling is not an easy profession; reward your staff for selling
your products.
Your phone is ringing every
day. Are you seizing the opportunity to promote your products and to sell
them to your customers? Are you making your promotions visual and taking your
message out into the community? Are you trying new approaches to marketing?
Do your CSRs know how to tell customers what’s in it for them – the benefit?
If not, your competition just might be!
Don’t miss out . . . every
opportunity counts, every single time!
Measure-X
888.644.5499
www.measure-x.com
The Customer Service and Sales Experts for the utility
industry!
