Ins!ghts

Today’s insight is coming form Tony Alexandra. A customer service expert.

According to Tony, there is a stair we need to climb in order to achieve customer loyalty. The first step is PROSPECT. Prospects are our potential customers who we are trying to convert to become customers. At this stage, a thorough needs analysis need to be executed with the prospect in order to find out the actual need before proposing the right solution.

The next step is SALE. This is the stage where the prospect is willing to take your proposal for good and it involves the selling process. It usually start with a sales pitch and end with a closing call. Today, the sales pitch has changed from hard sell to a more subtle question asking style in order to get the customer to see the need themselves.

Once a sale is done, the next step is REPEAT CUSTOMER. This is the stage where you need to get the customer to purchase again, of course, after they have used your solution happily. This is more relax process where not much selling is required but rather more on relationship building, taking feedback and possibly come up with excellent offer for customer to buy in bulks

Last stage is the most dfificult to achieve and it’s call APOSTLE or raving fans. The customers will go around shouting your brand and recommend it to other prospects. The best way to gauge the level of willingness your customer is willing to play apostle is to ask them this question, “In the scale of ten, one being the lowest, ten being the highest, what level would recommend our product or services to others.”