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40 Essential Communications Pieces For Your Sales Arsenal
I often get asked what sorts of sales pieces does a business need to maximise their sales conversions and repeat sales. Well - every business IS different, but here is a good starting point. Generating leads 1. A Yellow Pages ad that sells (if...
Ten Tips for Getting More Sales From Your Website
Ten Tips for Getting More Sales From Your Website by Michael Southon (1) Create a Direct Response Website, with the minimum number of pages possible (e.g. an Index Page, a Contact Page, and an Order Page). (2) Make sure your sales copy is...
Turn Your Competitors into Sales Generating Partners!
Why is it that we sometimes have the "rugged individualist" mentality when we are trying to run an online business? We tend to see others as competitors instead of possible potential allies. Of course we all have competition - if you are running a...
What's Standing Between You and More Sales?
Are your sales where you want them to be? No? What should you do first to build sales? First, assess where you are. Your answers to the following questions will put you on the road to increasing your sales. Question #1 - What have you done so...
Who Else Wants to Sky Rocket Their CD Sales, Fan base and Indie Music Career?
Who Else Wants to Sky Rocket Their CD Sales, Fan base and Indie Music Career? If YOU Answered YES, Then Start An Online Newsletter…It’s Easy, Here’s How! I’ve always praised the benefits of using a newsletter to promote your music, but this...
 
Turn Customer Complaints Into More Sales

TURN CUSTOMER COMPLAINTS INTO MORE SALES
Copyright 2002 Bob Leduc

Customer complaints can cause you to lose future sales from
customers and from everybody else who hears about their bad
experience. Or you can turn customer complaints into more
sales from these same customers and the people they
influence. How you handle your customers' complaints
determines which of these two results you get.

Here are 7 simple actions you can take to turn customer
complaints into more sales.

1. PLAN FOR COMPLAINTS

You can never eliminate every customer complaint. Some
mistakes happen regardless of how carefully you try to
prevent them. Expect to get a few complaints periodically.
It's part of operating a business.

Handle complaints with a positive attitude. Strive to
preserve your relationship with the complaining customer
instead of your immediate profit from them. Make your
customer happy now and they will reward you later with more
sales.

2. MAKE RESOLVING COMPLAINTS A PRIORITY

Surprise your customer with a quick response to their
complaint. If you cannot solve the problem immediately, let
them know you consider it a priority. Then do whatever you
can to resolve the problem fast.

The longer a customer has to worry about getting their
problem solved the less likely they will accept a
satisfactory solution and remain your customer.

3. CONDUCT YOURSELF PROFESSIONALLY

Conduct yourself professionally even when a complaining
customer does not. Complaining customers sometimes act
hostile because they expect you to resist solving their
problem. You can calm their hostility by letting them know
you genuinely want to help them. Assure them you will do
everything possible to solve their problem.

4. TAKE RESPONSIBILITY

Take responsibility for resolving your customer's complaint
even if the problem was not your fault. Apologize for the
inconvenience. Briefly explain the probable cause of the
problem. Then tell your customer exactly what you will do
to correct it.

Don't focus on blaming someone else for the problem. It
sounds like an excuse. And never stretch the truth in your
response to a complaint. Making excuses and explaining
something the customer suspects is inaccurate can destroy
your credibility.

5. COMPENSATE YOUR CUSTOMER FOR THE


INCONVENIENCE

Complaining customers hope they can get a satisfactory
solution to their problem. But they often expect to get
something less.

Surprise them by solving their problem AND giving them
something extra to compensate them for their inconvenience.
This helps customers forget about the problem they had.
Instead, they will remember the special attention you gave
them.

6. FOLLOW UP TO CONFIRM SATISFACTION

After solving your customer's problem, follow up to confirm
their satisfaction with the outcome. This reinforces your
relationship with the customer.

TIP: Once you confirm the customer is pleased with the way
you resolved their complaint, give them a special offer not
generally available to other customers or prospects. Offer
them a special discount on their next transaction. Or offer
to include a special bonus item with their next order. This
motivates them get back into the habit of buying from you.

7. TAKE ACTION TO PREVENT SIMILAR COMPLAINTS

After resolving a customer complaint, try to identify
exactly what caused it. A complaint often reveals some
weaknesses in your business procedure. Many times this
weakness is minor and you can easily correct it to avoid
similar complaints in the future.

Customer complaints can cause you to lose future sales from
customers and from everybody else who listens to their sad
story. Don't let that happen to you. Use these 7 simple
actions to turn your customers' complaints into more sales.

Bob Leduc is a Sales Consultant with 30 years experience in
building successful businesses. He just released a revised
and completely updated New Edition of his manual, "How To
Build Your Small Business Fast With Simple Postcards", and
several other publications to help small businesses grow
and prosper. Email: BobLeduc@aol.com Subject: "Postcards"
Phone: 702-658-1707 after 10 AM Pacific Time/Las Vegas, NV

About the Author

Bob Leduc is a Sales Consultant with 30 years experience in
building successful businesses. He just released a revised
and completely updated New Edition of his manual, "How To
Build Your Small Business Fast With Simple Postcards", and
several other publications to help small businesses grow
and prosper. Email: BobLeduc@aol.com Subject: "Postcards"
Phone: 702-658-1707 after 10 AM Pacific Time/Las Vegas, NV

 

Sales - Wikipedia, the free encyclopedia
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en.wikipedia.org
 
Sales Jobs .com Worlds Largest Sales Employment Site
Sales Jobs features thousands of sales jobs for sales professionals.
www.salesjobs.com
 
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www.salesandmarketing.com
 
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Oracle's products cover the breadth of CRM functionality—from sales, ... With Siebel CRM On Demand, you can accelerate sales, improve marketing and deliver ...
www.oracle.com
 
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Sales and related occupations. Advertising sales agents · Cashiers · Counter and rental clerks · Demonstrators, product promoters, and models ...
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Sales Jobs - Search Sales & Marketing Jobs at Monster.com
Sales Career Paths: This field offers many different options. ... Manage Your Sales Career: Get expert tips for developing your sales career and handling ...
sales.monster.com
 
Government Sales and Auctions: FirstGov.gov
Official site for information on all sales and auctions of government surplus property and assets.
www.firstgov.gov
 
Sales and Marketing Executives International
Worldwide association of sales and marketing management.
www.smei.org
 
GPO U.S. Government Bookstore: Main Page
Purchase Federal information products for sale through the United States Government Printing Office (GPO). Browse by topic, keyword, or special collections.
bookstore.gpo.gov
 
Sales
Sales is a major aspect of product management. Therefore, after reviewing information in this topic, you might also benefit from scanning the topic ...
www.managementhelp.org
 
Sales Resource Center - Business Sales Web Site - Small Business ...
Sales resource center at Inc.com, small business sales and marketing information.
www.inc.com
 
Sales - Wex
Transactions for the sale (and leasing) of goods is governed mainly by sales ... Federal law has a limited impact on transactions for the sale of goods. ...
www.law.cornell.edu
 
Sales Jobs, Marketing Jobs, Advertising Jobs on CareerBuilder.com
Looking for sales & marketing jobs? Start your job search at CareerBuilder, the leader in job search sites, and access hundreds of thousands of jobs today.
sales-marketing.careerbuilder.com
 
Compare prices for retail store sales at SalesCircular
SalesCircular shows what's on sale at local retail stores every week by collecting data from Sunday newspapers and other ads.
www.salescircular.com
 
Sales Jobs in Canada - workopolis.com
Sales Jobs - Find sales Jobs online with workopolis.com. ... CSR (84), Office Equipment Sales (5). Call Centre Opportunities (109), Real Estate Sales (12) ...
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free online sales training articles, sales & selling processes ...
Sales and selling terms explained. (Scroll down a little bit to find this set of terms.)
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Music Sales Group
Music Sales Group - Eight Offices and three distribution centres worldwide bring you the world's best music. The Music Sales Group is Europe's largest ...
www.musicsales.com
 
Sales Autopsy
A collection of the best of the worst of negative selling experiences. Sales horror stories to use for learning, training and managing salespeople.
www.salesautopsy.com
 
REALTOR.com: Real estate listings & homes for sale
REALTOR.com is the world's largest real estate database of homes for sale and the official site of the National Association of REALTORS.
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Marketing Jobs / Sales Jobs - NationJob.com Careers, Work ...
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