Author Archives: Brian Farrell

About Brian Farrell

Brian Farrell is a sales leader, author and social seller.

How to Handle an Imperfect Customer

To really put a great company head and shoulders above the rest of the competition, customer service must be of a high standard. Your customers must have a shopping experience that will keep them coming back for more and even better, bringing new customers to your door via word of mouth.

The “Know it all hero” will always be first in a line of the less than pleasant customers. Just one example that proves not everyone makes a great customer.

Your competitors may send a “Nosey Ninja” to keep you on your toes, but an actual mystery shopper should be a welcome sight.

When the “Penny Pincher” walks in they will do their best to bargain you down to the ground. You don’t want them to leave empty-handed, but you also don’t want to undersell your service or product.

That bellowing sound you hear when “Langry” bursts through the doors can really put you on your back foot. They are simply annoyed at life!

Not everyone makes a perfect customer, so read on this infographic by The Website Group to discover more about the 4 most common awkward personalities and the solutions to help you deal with them as best you can.

Courtesy of: The Website Group

Career advice from 12 famous salespeople

When it comes to building a successful career, one of the essential tools is looking to others. We can gain from them advice on what steps to take—is graduate school necessary, for example, or is a lateral move a good idea to take on a different kind of skill? We can also use their behavior and coping strategies as models for our own, when difficult times or intense work periods make it hard to complete a sale or become a leader.

That’s why the lessons of famous salespeople—who have done the work and seen decades upon decades of differing markets—provide so much insight for any salesperson, no matter the product or service. What those people learned on their journey offers a way to navigate the good and the bad of becoming a stellar salesperson yourself.

So what are those tools and how can you use those insights in your own career? Read on to learn about their lessons:

https://www.salesforce.com/ca/blog/2016/03/careers-of-famous-salespeople.html

Click to enlarge infographic and for full story

How to Follow the Greats: The Careers of Famous Salespeople

Via Salesforce

Have you created a customer journey map?

How do you measure success? Is it by how much more you make from one year to the next? Unfortunately, that’s a too-limiting view of business achievement — but it’s one that many companies rely on. What if instead you focused on a different measure — say, how customers felt about their journey with your company?

In fact, if you’re not thinking through the steps on that customer journey then you might be letting customers slip through your fingers before they have a chance to repeat sales, and those can be the most valuable kinds of customers ever—the ones with a relationship, not just a sale.

That journey, of course, isn’t just the sale — it’s all those points from awareness to sale to post-sale. And along those points, you can provide very different pieces of marketing in order to deepen that relationship. How do you do that? This graphic can help.

Customer Journey Maps: How to Guide Your Leads to Customers

How to Effectively Respond to Sales Objections

Sales isn’t easy. If it were, everyone would do it, and every customer would buy everything you wanted them to.

In reality, though, there are objections that you have to respond to, and if you don’t do it well, you’ll lose not only the sale, but momentum for sales in general.

For starters, instantly dismissing customer concerns isn’t the right path to take. Work harder on understanding and sincerely reaction to their points. You’ll also have to find out what would convince them of the sale, and learn how to build points around that.

Interested in more effective ways to work through sales objections? Use this graphic.

 How to Effectively Respond to Sales Objections

Via Salesforce

What Makes Exceptional Customer Service (infographic)

What do you think about your customer service process? Does it work well, and can your employees conquer any hiccups—big or small—that pop up along the way? Even if you feel like you have exceptional customer service, it’s important to analyze it regularly for new issues and new challenges that you can address.

That starts by thinking about the qualities that are essential to great customer service. Some of them may surprise you—empathy, for example, or generosity. Timeliness shouldn’t, nor should the solutions that customer service needs to be focused on.

Here’s the thing to know about customer service: It’s something that you can always work on. This graphic can help.

How to Ensure the Very Best Customer Experience Every Time

Via Salesforce