Building mutually satisfying relationships is the heart of building a business as a salesperson. A salesperson/agent relationship is built by connection, trust, a numerous number of other factors. In the article below you are going learn what it means to build mutually satisfying relationships, why this is important as a salesperson and the five different strategies that you can use for enhancing customer relationships as a real estate agent.
1) Providing Information
Providing accurate information can reduce confusion, build trust between the seller and their customers, as well as, contributing to a more positive outlook on the brand’s name. Trust is crucial when building any sort of relationship, so providing the correct and accurate information would prevent the clients from being disappointed when products or services don’t meet their expectations. It can be as simple as “The doctor will see you in ten minutes” which can destroy trust if that statement isn’t met.
2) Reducing Risk
Customers are taking a risk to try your brand, hence you should reduce the risk of delivering the product or service, even refunds, to your customers, which contributes toward building a relationship. Hence, that’s why there are the development and use of CRM (customer relationship management). The salesperson can review the CRM system to see if there has been any previous contact with the client and information about them to ensure that their next meeting would allow both the seller and the customer to set dates for follow-ups.
3) Establishing High Standards and Expectations
It is said that “The best salespeople under promise and overdeliver.” While establishing high standards and expectations would allow the customers to be drawn to using your product/services, it would also result in a massive downfall if those high standards set by the company are not met. This relates to “2) reducing risk,” where setting reasonable standards and expectations is crucial, not only to prevent destroying trust with the customers if high conditions aren’t met but to allow time for the company to at least deliver products and services in their pristine form. However, if such high standards and expectations were to be met, trust between the customer and the company would increase.
4) Anticipating and Responding to Customer Problems and Concerns
Anticipating and responding to customer problems and concerns build trust, and when that trust is established, it’s easier to let your customer know of the bad news involving their product, service, delivery, etc. Being open and honest to your customer would most likely allow your customer to reply to you in the same manner. When anticipating customer problems and concerns, it is best to include a realistic solution in mind to explain to your customer how their problem is going to be fixed. And if there is no solution yet, being honest about that and setting a later date to call them also builds trust between the two parties. Adaptive selling comes into play, where the seller alters their selling style based on the customer’s situation and behavior. This allows you to understand the customer’s needs.
5) Monitoring and Improving Customer Satisfaction
Actively listening to your customer’s thoughts and concerns allow you to grasp the situation and how to further improve customer satisfaction in different ways. In addition to actively listening, asking customers questions about your service can also allow the salesperson to improve both their skills and make room for customer satisfaction in the future. This is where adaptive selling also plays a role in improving services to the customer.