Category:
How Important Is Customer Satisfaction in Retaining Customers?
July 31, 2006
Many business owners fall into the trap of assuming customer satisfaction is the main measurement in retaining customers.
A study done in the USA on 20 companies that scored well in the 1988 and 89 Baldrige Competition (customer satisfaction competition), found that although customer satisfaction increased in these firms, customer retention levels either remained unchanged or [...]
Does Your Sales Team Have Attitude?
July 20, 2006
We looked last time at the two different types of selling approaches, the first being “reactive” and the second being of course the “proactive”.
In a nutshell, reactive sales people stand behind the counter and wait for customers to come to them. Proactive on the other hand are out in the market actively creating business. [...]
How to Complete the Buying Cycle
July 7, 2006
Following on from my last article when we began to look at how the buying process works from the customer’s perspective, today we will complete the last 3 steps in this process.
Resolution of Concerns. In simple sales, it’s usually the case that once a customer has decided to buy and has chosen from the [...]
What Type of Salespeople Do You Have
July 6, 2006
I have found that there are basically two types of salespeople in this world, and these are “reactive” and “proactive”.
Reactive salespeople are people who wait for the customer to come to them or who just service existing customers. They respond to customer inquiries. Reactive salespeople are often found in retail shops or working [...]