Recently while traveling I encountered a airport ticket agent who seemed very rude. It was obvious that she did not have my best interests in mind. She didn’t seem to have any people skills whatsoever! When I tried to inform her of my situation she made a number of customer service no-no’s. I felt like she wasn’t even comprehending what I was saying, mainly because she had her own agenda.

If you deal in any way with internal or external customers below are a few tips that can go a long way.

ACTIVE LISTENING SKILLS

* Paraphrase:
In your own words, restate what the customer just said. Be sure to also ask if what you paraphrased is correct. Phrases like, “Is that right?” are very effective. This technique confirms for the customer that you are listening and do understand what they are saying. Read More→

The key to developing a good relationship with your customers starts with communication. Once a direct sales representative has established a customer/rep relationship with someone it’s important for her to communicate clearly what service the customer can expect. When appropriate, even a written formal agreement can be used to insure that both parties are clear on what will be provided.

It’s important for consultants to remember that the customer is who we are serving, not the other way around. Without them we wouldn’t have a business and so, we are their servants – working for them to keep them happy with our products, our service, our company.

Communication can come in many forms:

Emails – Emails are great for back up support but should not be used as your primary communication source with an established customer or hostess. Given the increased use of email and the potential for emails to get lost or end up in a spam or junk folder, this is not the most reliable form of communication when you’re interacting beyond sending general information. Read More→

Providing good customer service to your customers and hosts in direct sales needs to be a consultants top priority. In this day and age, there are millions of consultants all competing for the same customers, the same party hosts and the same potential recruit.

1. Answer all questions that a customer has for you. Answer them completely and in as much detail as possible. Speak normal language. Customers are not familiar with abbreviations or slang words used by an individual business.

2. Make sure you calculate all totals correctly. Customers get irritated if you make errors in adding up their orders, over charging them etc. Always double check your totals when a customer is paying cash. You don’t want to embarrass yourself by short-changing a customer. If its a home party, make sure you take a calculator or adding machine with you. The math you do in your head is not as accurate as using a calculator.

3. Always provide contact information. If you are doing business online or through mail order, it is important that a customer get your contact information and you should provide several avenues for a customer to make contact with you. I provide my phone number, fax, 2 email addresses and home address. Read More→

When you are with a Direct Sales Company, part of your business success comes from customers placing re-orders with you.

I often hear Direct Sales Consultants saying that it all boils down to customer service. In my opinion, that is only partially true. There are other things that you need to be doing in addition to providing top notch customer service.

Let’s look at a few ways that you can get customers, to keep coming back to you for their product orders.

1. Post Sale Follow-Up: Customers want to know they are important to you. It is your job to go out of your way to make sure your customer is satisfied with their first purchase from you. After your customer has received their first purchase, make sure you follow up with them to make sure they are 100% satisfied with their purchase. If not, work promptly to correct it.

2. Company Catalogs: Every time your company changes their catalog, make sure your customers receive a new copy. I find that most of my customers prefer receiving a hard copy of our catalog vs. an online copy. You can do this one of four ways: Read More→

Do you ever wonder about the lives of your customers? I remember how thrilled I was to get my very first customer. It was a delightful moment that I shall never forget – I’ve got a Sale! Wow! I’ve got Money!! I have to admit to you that I didn’t really go on thinking much about the life of that customer, nor do I even remember her name. But, over the years, since that day long ago, I’ve learned the real value of getting to know your own customers.

Why You Should Get to Know Your Customers:

1. It builds a lasting relationship and loyalty to your company.

Building relationships all start with getting to know someone first. Rarely does it happen overnight. It takes time. Did you get that? Yes, it takes time — sometimes a few weeks, some times even longer, and it’s a continual process establishing a good relationship. It also takes “your” time “personally”. We’re all busy with our business, but your customers are the foundation that makes your business thrive. Take time to ask questions, chat with them, offer help and make yourself available. Be sincere when you’re establishing relationships and you will reap the golden rewards of loyal customers. Read More→