Features of small business: correct communication with the client
Features of communication with customers
Particularities of small business: customer management
Many specialists
think about building a proper and effective communication with the client to
establish a long-term relationship with him. But manuals and instructions in
this sphere are most often focused on contact management for sales
professionals. Is it possible to create your own communication system which
doesn’t interfere with the main work and gives increasing of sales at the same
time?
Rule # 1: information
When
client tries to have contact with specialist in most cases the main thing he
needs is information. If it is first meeting he is interested in master’s
experience and used materials. If it is constant cooperation he wants to know
is it possible to use Online Scheduling. If he wants to order a new service he asks about quality
assurance and available discounts.
Specialist
is in a better position because he hears these questions regularly. This is a
great opportunity to take situation in your own hands and start managing it. Give
the customer full information about interesting things - and some more.
If your client asks you about price of work tell him also about the
possible ways and conditions of payment. If he wants to know about the new
service let him know what is included and what advantages it has. So your
interlocutor doesn’t need to pull necessary information and you can clearly
show him the pros of your work. The main idea is to guess his need and offer
him a ready solution. You will become a real wizard who can hear what he thinks.
Rule # 2: contact
Specialist
who wants to have loyal clients needs to be on the alert because of high
competition. This task can be solved by constant contact with the customers. It seems quite difficult to maintain Calendar &
Online Scheduling manually. But special Marketing Software for Small Business
can make it easy. You can trust it your contacts-schedule-tasks system and be
sure in excellent result. Small Business CRM is able to:
·
organize clients entry using customer tracking
software;
·
provide all necessary information for quick response
to customer questions. Gnom.Guru CRM Software shows basic information about the
caller right when you hear the bell. So you always remember your client's name,
next meeting’s time and services to provide. During the conversation you can use
your Business Management App to clarify information about materials, duration
of the session and so on. Your customer feels that you waited for his call and
prepared for it;
·
automatically send messages by Business Management
Software. Using One unified business management suite for Marketing Automation
you may choose all preferred settings such as message text, communication channel,
time of sending and others;
·
apply loyalty system. Small business CRM will
automatically calculate the discount or offer bonuses for a particular client.
Rule # 3: initiative
New
client ready to order some expensive services at once is a pleasant but
irregular event. You can make it usual but it will need a little work. Sales
Automation system will help you again: use it to direct your
dialogue with the client to the way you need.
You need
to create a script to do
it. Try to remember all the typical objections and prepare convincing answers
to them. Think about the moment when it is appropriate to offer a new
service and remind about the need for another visit. Finish the
conversation by summary phrase. You also can do it even better: send the
message with the result of the conversation to your customer. For
example you scheduled the visit for manicure next Saturday at 4 pm.
Once you feel confident enough you can use such a scheme for productive cold
calls with CRM and ecommerce. Gnom.Guru will help you not to get lost during
the conversation: just look at your smartphone to remember what you should answer
for particular phrase. Furthermore you can use encompassing ERP/Financials
tools to analyze your results at the end of period.
