Online Customer Service Training
When you operate in a pre sales customer facing environment you’ll get asked a LOT of different things about the business, the products and how to get support after a sale is made. This means that you have to help people quickly with level 1 type questions and know who and where to escalate more complicated inquiries to.
Although a lot of this was previously performed in a shop, at a reception counter and over the phone a lot more is happening via email, SMS and website chat systems because they are quick and easy to manage for most businesses.
Here are some of the important steps in become a fantastic pre sales customer service representative.
Understanding your products and services
Most businesses develop special offers and product and service packages to distinguish themselves from competitors and help win sales and bring in new customers.
Fantastic Furniture are well known as the “package deal kings”; every business can benefit by exploring what they can “package” for customers
Most potential customers will make contact with you after doing research online so it’s really important to do your homework on your own products and pricing as well as those of your competitors so you’re aware of what else potential customers will know about and ask about.
Be capable of clearly defining what you do and how you do it, so if you’re ever asked about a comparison you have a speedy answer that you’re comfortable with.
You don’t have to be the cheapest and you don’t have to accept ANY client or any type of work.
The task of defining your products and services is as much about choosing WHO you want to work with, as much as it is about WHAT work you want to be doing.
Your digital marketing message
Market research is essential to business success because it gives you an understanding of what your potential customers (prospects) see at the time that they make contact with you. You must know what is happening in the market so that you can position your business strategically to capture the trade. Once you’ve completed the market research and considered your unique selling proposition (USP) and your target market (ideal client) you’ll be in a position to start thinking about what you are going to offer, how you are going to offer it and how much you’re going to charge for it.
- What changes have happened recently
- What trends are impacting on your possible product or service
- How will you approach clients and sell your services?
- Create a pitch about why prospects should buy from you or use your services
At the end of this subject you will have a strategy for your business and your digital marketing and you will use this information to promote yourself to potential customers. Once you start promoting yourself you’ll have a clear plan of how you will discuss your services, your background and how good it will be for the client once they start using your services.
Develop trust with potential customers
In most service based businesses you’ll make sales and acquire customers because they know you, like you and trust you — it’s as simple as that. So you need some fundamental tools to help you:
- Get discovered online or via face-to-face networking
- Demonstrate your capabilities
- Develop trust with the prospect.
How to do this? One good way is to share information that demonstrates how people use your services and the testimonials they offer. Your employer might have some case studies that people can relate to; this also demonstrates you’re genuinely trying to help solve their problem.
Market Research will help you identify what already exists, how existing businesses are promoting themselves and how they offer their products/services and how they speak with new potential customers. You’ll learn how and what to research for, including:
- Your industry or industries.
- Who are the competitors?
Be one step ahead from the get-go — not only will having a plan for your business help you get to market faster, it also helps you gain clarity, focus and confidence.
Guarantees and warranties
There are quite a lot of laws governing small businesses and small business operations. Warranties and guarantees give customers piece of mind when making a purchase and it is important to have those warranties clearly available for them to see.
In some industries a codes of conduct and privacy statements are very important to consumers so you need to know about them and what they mean – at least at a high level.
Good communications and asking questions
One of the best ways to help customers is to ask authentic questions about a prospect’s needs. This enables you to understand the prospects situation and when combined with your product knowledge puts you in a great position to recommend a product or solution for their needs.
It is important to know what to ask a prospect and that will vary from business to business. The more time you spend in the role the more you will understand what the ideal customer is looking for whilst at the same time, providing them with a reason to choose the products and services of the business where you work.