How to capitalise on customer opportunities

In every business there are always one or two top sales performers that out shine the others - month by month, year by year.  In sales there is an expression known as the 80/20 rule.  80% of your sales come from 20% of your customers or is it 80% of your orders are coming from 20% of you sales people?  Could it be linked to both?

Every business needs good quality customers who want to deal with good quality sales people.  But this is not limited to the sales team! When your sales professional is out on the road or out of the store/ showroom, who can take care of the next lead when presented to your other staff?  Who manages the customer processes and expectations when your top performers are busy or on leave?

If your business survives purely on customers then you need a sales plan for every staff member who interacts/communicates with your existing and potential customers! This includes administration and back of house staff as well!

Sales Tip - Ensure you have monthly group training session that are structured and involves the whole company.  The goal is involve everyone to develop stronger customer focus from all staff to produce high returns and profits back into your business. 

You need your staff cross trained with a sales focus and positive attitude.  Imagine if your biggest potential customer approached your business and received poor communication and customer service from a non-performing sales person/ staff member, causing them to make an executive decision to engage with your competitor based on that experience.  These are wasted opportunities due to poor staff performance, especially if you pay high franchise fees or invest in marketing, advertising and websites.

In many businesses I work with, the focus is always on the sales engine and exceeding customer expectations as this leads to high profits.  Non-performing sales staff and other staff in the business, who do not address customers with a sense of urgency or customer care, let the team down as they lack that competitive sales process.  

The answer is “Train, Train, Train; Practice, Drill and Rehearse” every day, every week and every month to get your staff motivated and sales focused!  

For more help and information please contact Key Business Advisors 1300 815 458.