Does the notion that everyone in your company is in sales appeal to you? It should, because the truth is, everyone in your company or organization plays a part in the process of helping your customers or clients buy your products or services.
It starts with the person who answers the telephone. The first words out of this person’s mouth will set the tone for the entire buying process. If he or she is courteous and helpful, it will allow the caller to be more open minded and receptive to the next step in the buying cycle.
Once that customer or client talks with the person who is directly responsible for taking the order, and has their questions answered, they are ready to place their order. Here is where the processing department takes over and processes the order for the service to be delivered, or needs to be picked up or delivered. If the item is to be shipped, it is now the shipping department’s responsibility to get the order right, and out in a timely fashion.
Once the item or service is delivered, the customer or client gets their needs met. However, if there are questions or adjustments that need to be made, the cycle starts over with the person answering the telephone and making sure the right people get involved to rectify the situation.
The key concept to grasp is that every one of the people that touch the customer or client in the buying cycle plays a significant part in insuring the satisfaction of the end user. Whether your organization is a profit or nonprofit, it is vital that every employee and manager understand the role they play in helping the people they are serving buy your product or service. When that happens, you will be insuring the satisfaction of your customer or client and the success of your business.
Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more profitable by increasing their value and lowering their costs through the professional development of their managers and employees. Please see more of his blogs at businessworkforceblog.com and view additional job postings at Nexxt
It starts with the person who answers the telephone. The first words out of this person’s mouth will set the tone for the entire buying process. If he or she is courteous and helpful, it will allow the caller to be more open minded and receptive to the next step in the buying cycle.
Once that customer or client talks with the person who is directly responsible for taking the order, and has their questions answered, they are ready to place their order. Here is where the processing department takes over and processes the order for the service to be delivered, or needs to be picked up or delivered. If the item is to be shipped, it is now the shipping department’s responsibility to get the order right, and out in a timely fashion.
Once the item or service is delivered, the customer or client gets their needs met. However, if there are questions or adjustments that need to be made, the cycle starts over with the person answering the telephone and making sure the right people get involved to rectify the situation.
The key concept to grasp is that every one of the people that touch the customer or client in the buying cycle plays a significant part in insuring the satisfaction of the end user. Whether your organization is a profit or nonprofit, it is vital that every employee and manager understand the role they play in helping the people they are serving buy your product or service. When that happens, you will be insuring the satisfaction of your customer or client and the success of your business.
Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more profitable by increasing their value and lowering their costs through the professional development of their managers and employees. Please see more of his blogs at businessworkforceblog.com and view additional job postings at Nexxt
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