Details or Sample:
Sales Training is Not Just About Sales
By Annetta Holmes

Bringing in new business is only part of a successful sales team’s duties. The sales division does not operate in splendid isolation. One of the hardest tasks that face a sales manager is to teach the sales team how to cope with customers that have been let down by some other division in the organization.

If your company has sales personnel that are the ‘face’ of the business; they are the point of human contact with your customers, then sooner or later when an order placed is not delivered or is late or there is some other problem then naturally the customer will yell at the only person he knows in your company – the sales person. As the sales manager you are then confronted with an irate staff member who has just received an earful from some unhappy customer who didn’t get what he was promised.

The sales department must have a way of reporting the error so that it can be tackled and corrected. All too often sales people end up being demotivated just from the backlash they receive when something in the organization goes wrong which upsets the customer.

Selling is a high confront job. Your sales staff have to arrive every day, be bright eyed and bushy tailed and be willing to deal with the myriad of questions your customers put forward. Further more sales people on a daily basis face large doses of rejection. Then they have to cope with those internal divisions who let the side down by dropping the ball.

Let’s look at what usually happens with a complaint. The sales rep gets told by a customer that an order he placed three weeks previously cannot be traced. The rep, being the person that the customer called, immediately tries to rectify the problem by maybe making a few ‘phone calls to dispatch. He may get a growl back from dispatch along with a comment of ‘we have a lot of work you know.’ None of this is helpful and none of it will solve the customer’s problem. Also you as the sales manager now have a sales staff member running around doing something other than selling which makes it a problem for you.

Set up a reporting system in your company this way.

Appoint a person who will receive all complaints. Choose someone who has the tenacity of a bull dog. This person’s duty will be to immediately contact the customer, introduce himself as the person dealing with the complaint – that takes the pressure off your sales team, and then relay the complaint to the correct division. Now have your complaint person follow up and nudge the errant department until the problem has been corrected. Then contact the customer, tell him what has been done and that his order is on its way and thank him for his patience....

Purchase this content for your website...

Pricing:
Usage:	$15	[Add to Cart]
Unique:	$15	[Add to Cart]
Full Rights:	$18	[Add to Cart]

Downloads: 0
Written by: Annetta Holmes
Available File Types:Text
Words: 601