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Customer Service Information |
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Communicating Value
Abstract: People buy for their reasons, not yours. This article covers the key elements that prospects want to hear you talk about. Always, but especially during lean times, effective sales professionals know the importance of communicating value. Budgets - if they ever were discretionary - are tighter. Business customers are being asked to do more with less. Decisions are increasingly less on WHERE to spend the money and more on WHY we need to spend the money. Value is the customer's perception of your worth, excellence, usefulness, or importance with respect to them or their business. Value addresses the customer's question, "What can this person or company do for me?" Even spending time on the phone with you must return something of value to the customer. You must initially and continually earn the right to have the customer invest their time and money with you. Position value by explicitly answering these questions throughout the sales cycle:
How would YOU answer these questions for each of your prospects or customers? If you don't have the answers, expect resistance. If you do have answers and your solution is directly linked to your customer's articulated needs, you will be successful even in these difficult times. Successful reps tell their customers what the value to them is - customers shouldn't have to work to figure it out themselves. If you don't explicitly quantify the value your customer can expect to receive, and your competition may be doing this work for your customer, who is going to win the business? This information comes from Forming Business Relationships, a module in Entelechy's High Performance Sales training. Check out this module as well as our 40 other modules, training tools, and eGuides at http://www.unlockit.com. About The Author Terence R. Traut is the president of Entelechy, Inc., a company that helps organizations unlock the potential of their people through customized training programs in the areas of sales, management, customer service, and training. Check out our 40 customizable modules, training tools, and eGuides at www.unlockit.com. Terence can be reached at 603-424-1237 or ttraut@unlockit.com
MORE RESOURCES: AI Chatbots Are Ready to Talk to Customers. Sort of. The Wall Street Journal Pricing, AI, DPA, Customer Service Tools; Bill Emerson Interview; Training This Week; STRATMOR CD Workshop Mortgage News Daily Samsung Electronics Canada Customer Service Wins Bronze in ‘Best Use of Omni Channel' at International CX Awards 2024 Yahoo Finance Qme secures $3M funding to streamline customer service across Africa Techpoint Africa Building Competitive Advantage in Customer Care Through AI The Business of Fashion 311 Customer Service Center City and County of San Francisco FTC Finalizes Order with H&R Block Requiring Them to Pay $7 Million and Overhaul Advertising and Customer Service Practices for 2025 and 2026 Tax Seasons Federal Trade Commission News Samsung Electronics Canada Customer Service Wins Bronze in ‘Best Use of Omni Channel' at International CX Awards 2024 Business Wire Ikea expands integration with assembly services platform Chain Store Age JEA is inviting bids for 19-story downtown tower that used to be its headquarters The Florida Times-Union American Lamprecht Enhances Visibility for Air and Ocean Shipments Using Descartes Solution Supply Chain Dive Women in Fintech: A Conversation About Loyalty Ecosystems in Financial Services with Becky Hill Finovate Neterra Enhances Its Customer Service Monitoring System Total Telecom Gladly Named a Leader in Constellation ShortList™ for Digital Customer Service and Support PR Newswire QueueKiosk™: Saving Thousands of Active-Duty Man Hours & Improving Customer Service at the MPF Office Kiosk Marketplace Finally, hard data on a real-world AI business use case: It’s huge for customer service Sherwood News Liverpool reinvents customer service through digital platform ComputerWeekly.com Firm to expand customer service in Yorkshire with new service centre Golf Business News CSPI & Nutrition Action Customer Service CSPI Newsroom Textron Aviation to Open New Service Facility at Essendon Fields Airport, Expanding Capabilities in Australia Pittsburg Morning Sun Help Department of Taxation and Finance Six Game-Changing AI Customer Service and CX Strategies Hospitality Net Consumer Directed Personal Assistance Program (CDPAP) New York State Department of Health Cigna's customer-centric strategy could ripple across the sector Modern Healthcare Major AI Success Story: Giftify Achieves 40% Faster Customer Response Times with Enterprise AI StockTitan Contact Us About Your Bill myclearwater.com Customer Service Center apps.tampagov.net Customer Support | Department of Corrections Governor Tom Wolf 311 - Birmingham’s Customer Service Center City of Birmingham (.gov) DESCO's meeting held to enhance customer service and power reliability The Business Standard 70% of customer service to rely on AI by 2028: Gartner Outsource Accelerator Customer Service & Support Hillsborough County (.gov) My experience as a Customer Service and Sales Intern Toby Shapiro's Experience at A.D. Sutton and Sons Chapman University 3 Ways To Quickly Make $50 GOBankingRates Delta’s annual profit-sharing day spotlights ‘people first’ strategy The Atlanta Journal Constitution Welcome to Riverside Public Utilities City of Riverside (.gov) Celebrate Customer Service Week City of Riverside (.gov) Which companies have the best customer service? Amazon, Shein, Costco among top-rated brands USA TODAY Con Edison Proposes Investments to Meet Growing Demand for Clean Energy, Enhance Customer Support T&D World Fulton County Recognized as a 2024 National Customer Service All Star Fulton County Government Contact Reverb Support Reverb America's Best Customer Service 2025 Newsweek 8 strategies for using AI for customer service in 2025 Sprout Social Attorney General Bonta Demands Better Customer Service for Californians California Department of Justice AI for Customer Service Market worth $47.82 Billion by 2030 - Exclusive Report by MarketsandMarkets™ PR Newswire Can artificial intelligence rescue customer service? The Economist Permits–customer services King County Lifeline Support for Affordable Communications Federal Communications Commission Department of Transportation Governor Tom Wolf 11 key elements of excellent customer service Business.com Shep Hyken, HPU Customer Service Expert, Mentors Students and Staff High Point University Summer EBT | Department of Human Services Governor Tom Wolf How Intercom Achieves 86% Resolution Rates with Claude AI: A Customer Service Revolution - Anthropic Office of Developmental Programs Governor Tom Wolf Our Contact Centre achieves national recognition for excellence in customer service Royal Borough of Greenwich Start or Stop Residential Water Service City of Tucson |
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