- September 3, 2019
- Posted by: Phillip Van Hooser
- Category: customer service
Every company wants more sales and happier customers, right? They spend a lot of money on promotions and processes while overlooking an easier, cheaper approach. Here’s how to boost sales and customer service with one question. Check this out.
Forgetting How to Boost Sales and Customer Service
When following up with customers or wrapping up orders, many sales and customer service professionals simply forget to go one step further. Ask this one additional question and see what opportunities to boost sales and customer service it uncovers. Here’s a quick story to illustrate my point.
A few years ago, I was conducting a training session with a group of salespeople, when I offered them this one suggestion.
“The next time you close a sale, the next time you meet with a customer, as you’re finishing up the interaction, remember to ask this question. ‘What else can I do for you today?'”
What Else Can I Do for You Today?
I didn’t really think too much about the point to boost sales and customer service until three days later. I got a telephone call from one of the people in the training program and he said,
“Thank you, Phil. I owe you lunch!”
“What do you mean you owe me lunch?” I said.
He replied, “Because of that question you gave us in the training program the other day…”
Frankly I had to be reminded. “What question are you talking about?” I asked.
“You said the next time we close a deal, we should ask this question: ‘So, what else can I do for you?’ Well, I did that today. I closed a nice deal, sold some things. But as I was finishing up the order, I asked that same customer, ‘So what else can I do for you today?'”
The customer replied, “‘Well, if you can help me find a dryer for our industrial operations, that would be great.'”
“‘A dryer? Tell me more about what you’re looking for.'”
“As he explained what he was looking for, I realized a different division of our company sold those industrial dryers.”
The caller said, ‘Let me make a telephone call for you,’ and Phil,” he said, “I closed $65,000 more business that day because I asked that one question: “What else can I do for you?”
“Phil, I owe you lunch!”
I laughingly said, “No, you owe me more than lunch!”
One Little Thing to Get Alot More Business
The caller really didn’t owe me anything more because I love helping sales and customer service professionals understand what they can do to meet and exceed the expectations of their customers!
So, what else can I do for you today? Let’s talk!
For more sales and service boosting ideas, pick up a copy of Willie’s Way: 6 Secrets for Wooing, Wowing and Winning Customers and Their Loyalty today!
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