The most customer facing group we have are the professionals answering the questions our clients are asking every day. Their interaction is a rapport building opportunity to create a customer loyalty experience, but it is also the best opportunity to identify other needs of theses clients. There isn’t a better time to close than after an objection or issue has been handled, so, are you positioned to take advantage of those moments – are your customer service professionals identifying triggers that would generate a lead or conversation with the sales team?
Here are 3 tools that can help you right away:
- Create a list of triggers words or phrases so when the client says them the customer service representative knows to ask qualifying questions
- Make a list of qualifying questions that help identify an additional need and ask them to accept a call from the sales team to talk with them further about solutions related to the uncovered need
- Create alliances and rapport between the sales team and customer service. Consider pairing them up and offering incentives for leads and business conversion.
BDU believes that a little bit of sales training in the customer service department will drive a lot of leads to your sales department, an investment that will pay dividends!