Gain and retain customers: 7 tips for good customer communication

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If a customer is lost, it is not always the price to blame. Often communication simply does not work. Some sellers are distributing prospective buyers right. Sample formulations can help to say certain things. However, they have to be adapted to their own personality and to the individual situation.

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Here writes for you:


Oliver Schumacher Oliver SchumacherOliver Schumacher is sales trainer and speaker.


From the author:





What customers really want - and what you should avoid

Customers want to know what they are. They want to be taken seriously. Customers value engagement as much as salespeople who do not talk to their mouths. They value uncomplicity. Therefore, you should avoid these aspects:

  1. Bad bid management: Asks a prospect via Email for an offer, the probability is high that it will be sent by Email gets. Now it is the customer's turn: Either order - or not.
  2. Additional information by phone: It is more professional when a salesman tries to reach the requester by telephone. A call helps to find out how high the purchase probability really is. Further details can be clarified.
  3. Follow offers: It is often neglected to follow up on offers. It is unwise, if a provider, who goes with a written offer in advance, breaks off the communication to the interested party.
  4. Nobody`s perfect! When something happens, customers often even understand it - if they are informed in time and they feel that the provider is seriously trying to find a solution.
  5. Not letting faith decide over anything: It is a bad thing when customers know that the target is in danger. An offensive handling in delicate situations is even better if the offerer does not yet have a solution.
  6. Customer loss due to superficiality: Customers want to be more than just a number. As soon as a customer becomes indifferent, arrogant or audacious, the risk of losing a customer is high.
  7. Correctly formulate: In the customer contact it depends on the exact formulation. You will find below some suggested phrases for this.

Example formulations in everyday sales for ...

1…. the acquisition of new customers:

  • I have an idea how you can x. Can I briefly outline this in three sentences?
  • It is about x. For this I have an idea, which has worked well with the company y excellent. Can we just talk about this?
  • You are probably thinking, 'Another one who wants to sell me something.' If you give me two minutes now and I still haven't convinced you, feel free to kick me out. I Agree?"

2…. the offer management:

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  • You sent me a request yesterday gemailt. So that I can make you an optimal offer, I would like to ask you a few more questions.
  • I am assuming that you will get several offers. What criteria do you choose for a supplier?
  • You have requested x. How do you expect that this is the best solution for you?
  • You know, we do a lot of jobs - but not over the price. If I can show you that it pays to invest a little more with us, then we will do the job?
  • No, that's not how I work. It doesn't matter to me Sense, because ... Please understand that I do not want to make you an offer.
  • We phoned 3 weeks ago. It was about the offer about x. And then I thought I was just calling out to find out how we could go on together.
  • Thank you very much for your inquiry. You have a big project. To make sure you get the best for your situation, I would like to make an appointment with you. So I can look at the whole thing and finally offer you the best option. When does it fit?

3…. the price negotiation:

  • Yes that's true. The offer is a bit higher than you originally wanted. I did not make it easy for me. But I understood that x is very important to you. And that's why I deliberately added the position a and b. So you have the assurance that it works. And that's exactly what both of us care about.
  • I can understand that you want a good price. This is our best price. Is it all right if the goods are there next week?
  • What discount did you imagine - OK, so I can not go down. What I can do, however, is that I still have you x. You need that anyway. Agreed?
  • Of course, there are cheaper competitors. But just in this matter, it depends on it works. And I assure you. What about you next week - can we start on Tuesday?

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