Unresponsive or quiet clients are a huge concern to any sales professional. After all, if your customers aren’t talking, how can you sell to them? Sometimes, everyday challenges, a busy schedule, or even a global economic crisis might be the reason.
However, look within if you have noticed a trend in most customers. Do most go silent after the first business? It’s time to take a long, honest look in the mirror and make changes. What could be the cause?
An Inadequate Sales Team
A sales team that doesn’t fully understand the product is a recipe for disaster. The salespeople are the face of the company and the first contact with potential customers. If they’re not adequately trained, selling the product is a challenge. The same goes for a sales team not knowledgeable about the competition.
The customer will quickly lose interest if they can’t answer basic questions. Create sales enablement content enlightening the team on the company’s products, services, and solutions. Take time to train the sales team on customer service and give them the tools they need to succeed.
A Lack of Follow-Up
After closing the first sale, start thinking of ways to make the customer a repeat client. Most don’t automatically return for more; they need to be wooed. First, send a thank-you note or email expressing your gratitude. You can also detail the product’s benefits, how to use it, and other helpful information.
Then, ask when would be an ideal time to follow up. If you don’t hear back, reach out a few more times before giving up. Remember, the customer is always right, even if they’re not ready to buy yet. Keeping the lines of open communication shows you’re interested in more than just a one-time purchase.
Not Offering Unique Solutions
You’ll find very few unique products or services in today’s world. Clients don’t have a reason to choose most businesses over the competition. If you can’t find anything special about your offering, it’s time to switch up your strategy. Focus on the manufacturing, packaging, or customer service to make your products or the buying process stand out.
It could also be that your solutions aren’t tailored to the client’s specific needs. If you’re only offering generic advice, they’ll go elsewhere for help. Get to know the client and their pain points inside out. Once you understand their challenges, offer targeted solutions that address their needs.
Failing to Communicate the Value Proposition
Your value proposition is what makes you different and better than the competition. It’s also the reason customers should do business with you. If you’re not correctly communicating this to clients, they’ll have no idea what sets you apart. As a result, they’re less likely to buy from you or return in the future.
Make sure your value proposition is front and center on your website and all marketing materials. It should be clear, concise, and easy to understand. Most importantly, it should be relevant to the client’s needs. If unsure how to craft a compelling value proposition, contact a marketing or sales consultant for help.
Lack of Customer Engagement
Customers want to feel they’re a part of the process, not just an afterthought. They’ll quickly take their business elsewhere if they don’t feel valued. Regularly engage with clients, even if they’re not ready to buy. Show them you care about their experience and want to help them succeed.
It could be as simple as sending them helpful articles, tips, or resources. You can also invite them to events, webinars, or training sessions. If they’re ready to buy, engage them in the sales process and keep them updated. Give your business a human touch by responding to comments and questions on social media.
A Lack of Customer Service
It’s not enough to just sell the product; you also need to provide excellent customer service. It means being available when the customer needs you before, during, or after the sale. If they can’t reach you or get their questions answered, they’ll quickly move on to a competitor.
Make sure your contact information is easy to find and that someone is available to answer calls and emails during business hours. Train your team on how to handle customer service inquiries. Provide them with the resources they need to resolve issues quickly. Follow up with customers after the sale to ensure they’re satisfied.
Failing to Upsell or Cross-Sell
After the initial purchase, many businesses fail to nurture the relationship further. They don’t attempt to upsell or cross-sell, which means they’re leaving money on the table. If unsure what upselling and cross-selling are, they essentially involve selling additional products or services to existing customers.
For example, let’s say you own a clothing store and a customer just bought a shirt. You could upsell by offering a matching pair of pants. Alternatively, cross-sell by suggesting a different shirt that goes well with the one they just bought.
To successfully upsell or cross-sell, know your products inside and out. You should also be familiar with the customer’s needs and pain points. Only then can you offer them solutions that complement their existing purchase.
The Effort Attracts Repeat Clients
Building a successful business takes time, effort, and dedication. It’s worth it when you see your clients coming back for more. Unresponsive clients indicate that something’s wrong with your sales process. You can get back on track by troubleshooting the issue and turning one-time buyers into lifelong customers. These, in turn, will bring in referral business and help you build a solid reputation.