Take CARE Of Your Customers During Peak Season
For some of our clients, Thanksgiving heralds the arrival of their peak season for sales and service. Now is the time when front-line representatives can really use the service and sales skills that their managers have been coaching and developing all year.
But the time between Thanksgiving and the end of the year can feel like a wild and crazy marathon. So it’s important for your coaches and managers to get your team mentally ready to perform at their best during the weeks ahead.
When the pressure mounts and the lines get long, it’s easy for front-line representatives to become reactive and revert to just taking orders. But for many businesses this seasonal peak is a small window of opportunity. And there’s no better time to provide great service, increase sales, and build customer loyalty. Take advantage of this opportunity and remind your front-line team to take CARE of each and every one of your customers:
Connect. Greet customers warmly and establish rapport. Thank them for waiting and assure them that you will help.
Ask. Be curious and ask questions to identify each customer’s needs – even if some people are waiting. Integrate a few key questions into your conversation. It doesn’t have to take a lot of extra time.
Recommend. Use your knowledge and experience to help customers solve problems and achieve their goals. Guide customers by making recommendations tailored to their wants and needs.
Encourage. Respond to questions, concerns, and objections. Create an appropriate sense of urgency to help customers make buying decisions.
If your business is moving into the start of your peak season, ask yourself these coaching questions:
- How am I getting my team focused and ready to perform at their best?
- How can I help my front-line representatives stay calm and poised even when they are balancing the needs of multiple customers?
- How can I sustain my team’s ability to take CARE of our customers during the busy weeks ahead?
We invite and encourage you to share your answers to these questions so that we can all experience a season of bountiful results. And we wish you success and happiness during the weeks ahead.