When your rep calls a customer to ask for more business, how much does he know about that customer?
Would he know that this is an unhappy customer with multiple unresolved support tickets?
Would he know that this customer has threatened to move to a competitor?
How about the fact this customer has been with your organization for 10+ years and expects special treatment?
Or that they have specific needs and have purchased custom products or services in the past?
You see, the level of information that the rep has access to will determine how that call will go.
According to a recent study, 62% of customers said that a representative’s knowledge or resourcefulness was key to their positive service experiences.
Regardless of how you put it, even in this age of bots and artificial intelligence, there is no substitute for knowledgeable human service.
And study after study show that customers overwhelmingly show appreciation for great service with their wallets.
Not just their own wallets, but also that of their family and friends, in the form of referrals.
So, one of the most important ways to grow sales, even if it does seem a little unexpected, is to empower your reps with knowledge. The more they know about a customer, the more repeat business they will be able to close.
Or get a free one-on-one consultation with one of our experts.