MODULE I - Communication & Customer advisory Page 15

MODULE I Communication & Customer advisory Page 15

Sales goals
- Which sales goals do I fully support as a person ?
- Are the sales objectives of my company identical with my own objectives or do I have to make compromises in this regard ?
Customers
- Do I have the ability to properly deal with the customers and to quickly identify their wishes ?
- Can I identify problems fast and solve them to the satisfaction of the customer in any given situation ?

A further principle that should be taken into consideration in every customer conversation is that if two people have common interests and share the same ideas the development of a relationship is generally much easier. So, if a conversation should begin to flag once it is very often a good idea to simply change the subject of the conversation. Frequently, one discovers thereby common interests with the customer. This can then serve as a new starting point for a further successful sales or advisory conversation.

9. Wie bekommt man zufriedene Kunden ?

In general, one gets satisfied customers if one is able to follow certain rules and also if one is able to observe people and to adapt oneself to them. This also includes to accept people the way they are.

In this regard, one should take the following things into consideration and prepare oneself for them accordingly:

Education and social status of the customer
-> This is important for conducting the conversation.
Technical expertise of the customer
-> Which arguments are going to convince him most likely ?
Mood of the customer during the conversation
-> A good mood generally helps to create a positive conversation atmosphere.
Speaking habits and origin of the customer
-> Language and/or dialect are cultural peculiarities. For this reason, the language or dialect the customer speaks should always be fully accepted and tolerated.
-> Oneself should speak in such a way one is used to. However, it always has to remain understandable.
-> With foreign customers one should speak slowly and use easy sentences. Dialect in general is very difficult to understand for foreigners.

It can sometimes be very helpful to maintain a customer database in the company where information about the customer's family, its spare time activities, profession of parents, number of kids, etc.. is stored. In this way, one does not have to speak "about the weather" all the time if e.g. a service job in the home of the customer is carried out. The ability to conduct a conversation on a personal level helps to create relationships which usually pay off quickly. The creation and maintenance of a customer database is an important condition for a consistent customer orientation.