Sales People and Their Customer Service

Every now and they you need to keep sales people on their toes with their customer service skills and their attitude on the "sales floor." Pulling from my own experience and background, first I would look at how the sales people are getting paid and put in bonuses and/or commission pay to encourage sales people to treat every customer with the respect they deserve.

Once you have a good commission plan into place that encourages good customer service to each and every customer, I would then put into place regular training and reminder of how to "shake" off a bad customer to have the attitude that is needed to give a customer a great shopping experience. Little reminders via email or notices in public places is a good way to remind your sales people to give good customer service.

One example of this is if a customer walks in and a sales person has attitude with customer, even if they like the product they are not going to purchase from that store. If they still really want the product and you are the only store that offers it they will go to a different store and/or purchase from your competitor. A customer is more likely to tell someone about a bad experience with a company than a good experience. They could influence their family and friends not to shop at your store. They could even be so bold as to post their bad experience on the Internet.

When a customer has a good shopping experience at your store, and are happy with the product, they are more likely to tell their friends about your product. For instance, I work in the furniture industry, and if a customer is happy with their new sofa, and are having guests over who compliment them on their sofa, if they had a good experience they will remember where they purchased it and give you a good referral. However, if their experience was bad, even if not the sales person fault lets say the delivery companies, they may rant on and on about how awful it was and encourage their family or friends not to shop there.

At a small shop, we may rely on referrers more for business than a large chain. Customers who receive good customer service are typically willing to pay more for a product. Regardless of what size your company is, it is already important to train all levels of employees about customer service and how to interact with customers.