Why is it important for a salesperson to establish expectations with a new customer?
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By definition, customer expectations are any set of behaviors or actions that individuals anticipate when interacting with a company. Historically, customers have expected basics like quality service and fair pricing — but modern customers have much higher expectations, such as proactive service, personalized interactions, and connected experiences across digital channels. Show To better understand how customer expectations are changing, Salesforce Research surveyed 15,600 consumers and business buyers globally. In this research, “customers” is an aggregate of both consumer and business buyer responses. These findings, published in the fourth edition of the “State of the Connected Customer” report, give an in-depth look at:
For starters, the research found that 80% of customers now consider the experience a company provides to be as important as its products and services. As disruptive companies leverage breakthroughs in cloud, mobile, social, and artificial intelligence technology to deliver personalized, valuable, and immediate experiences, customers have more choices than ever. As a result, they grow to expect this superior experience from any business they engage with. 66% of customers expect companies to understand their needs and expectations Source: "State of the Connected Customer," October 2020. The research shows that understanding customers’ needs — and exceeding their expectations — are becoming table stakes for businesses to compete. Here are four expectations that are changing the game for companies.
Read more about customer trust. In this era of exponentially disruptive technological change, products and services that are cutting edge one day are outdated the next. In this context, the experience a company offers is increasingly its differentiator. But the scope of customer experience is changing, too. To win hearts and wallets, companies must not only deliver amazing marketing, sales, ecommerce, and service interactions, but also prove that they have the customers’ best interests in mind. Customers expect a lot from companies, and their standards are being elevated as they interact with various sectors. The result is that businesses must look beyond their own industry to understand the benchmarks they are being evaluated against. 62% of customers say their experiences with one industry influence their expectations of others Source: "State of the Connected Customer," October 2020. Customers’ expectations for empathetic, personalized, and digital-first engagement don’t stop when they go to work. Much like consumers, business buyers see a gap between the standards that have been set and the reality they experience. Put simply, it pays to provide great customer experiences. In fact, 91% of those polled say they're more likely to make a repeat purchase after a positive experience, and 71% say they’ve made a purchase decision based on experience quality. Why is it important for a sales person to anticipate a buyer's concern and objections?1. By anticipating a buyer's concerns and objections, the salesperson is less likely to be “derailed” when he or she hears them. 2. Anticipating concerns and objections gives the salesperson time to prepare and develop an appropriate response strategy.
What are the 3 most important things in sales?Being successful in sales and learning how to become better at sales boils down to 3 things: empathy, a genuine desire to help, and persistence.
How can you as a salesperson exceed customer expectations?10 Ways to Exceed Expectations in Customer Service. Be a good listener. ... . Identify and anticipate needs. ... . Make customers feel important and appreciated. ... . Understand the power of “Yes” ... . Say you're sorry. ... . Go above and beyond the basics. ... . Get regular feedback from your customers. ... . Always be polite and appreciative.. What is expected from a salesperson?The salesperson needs to use their credibility, their mastery of the product and process knowledge of both companies and their ability to clearly communicate to effectively advocate for the optimum solution for all parties.
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