After many conversations in the last month I am amazed that many business owners do not train their employees in sales and customer service and this is a huge oversight.
If you’re a business owner and have employees that answer the phone with the ability to make a sale either a cold sale, up sell, etc. these employees should be trained in basic sales techniques and customer service practices to ensure they are selling the right solution to the customer and keeping the new and existing customers happy. If a customer purchases the wrong product or service it creates ill will and the customer could loose trust and will force them to start looking for another company to serve them. On the flip side, when a customer purchases the right product or service that serves their needs it will cut back on refunds thus saving the company money. They will feel good about their purchase and experience thus referring others to your company. (Can you hear the cash register ringing? Cha Ching!)
When an employee is trained they will know how to handle situations on their own. Make sure you empower them with the ability to fix most problems. This power to fix issues will save time and create good will with the customer as they feel that the employee is going the extra mile to help. Example: If you went to a store and had a problem or question and went to a sales clerk, then the sales clerk had to go to a assistant manager, that in turn had to go to a manager, etc. etc. you get the idea. (Just typing that was painful.) Now I am not saying to invest in expensive and extensive training. I would start with a book or audio program that you read and listen to as well. Then you review the information with your employees and apply the education to your business. When you see how well it works you can consider advanced training.
So invest the money to properly train your employees that have interaction with the customers. It will help your business grow and allow you to become the leader in your industry.
