How to make a client a fan of the company?
The Pareto rule in sales works no less efficiently than in other areas. It has long been proven that 20% of the most loyal and loyal customers provide 80% of the company’s profits, and the remaining 80% of customers – only 20% of the profits. However, most business owners, heads of sales departments and sales specialists are working hard to increase the second 80% of customers, while it is worth focusing your efforts on the first 20%. This article will discuss how to work with clients so that they become your loyal fans and gradually increase the number of the first 20%, and, consequently, the amount of 80% of the profit.
If you are responsible for sales in your company, or for business development, then the techniques that you will learn about in this article are the shortest way to take your company to a different level and achieve the speed that was planned. These strategies are suitable for small and medium-sized businesses. They will not require large investments from you, and some of them are generally free, but at the same time they are very effective.
No repeat sales anywhere
Companies everywhere fail in business because they do not have enough customers who buy on a regular basis. Their efforts are more focused on attracting customers, but they do not care what to do next. Thus, they are constantly spinning like a squirrel in a wheel: they attract customers, and they, having made a purchase, bringing almost no profit, go to competitors. It is authentically known that it is 4-6 times cheaper to sell to an existing client than to attract a new one.
Every day the competition is growing, technology is improving. All this leads to the fact that attracting a client becomes more expensive, and if you do not make repeated sales, then the profit will be minimal or even zero.
If you want to finally change the situation in your company, then you probably think what you can do and where to start.
Below you will see several approaches that will increase the number of repeat sales due to the fact that customers will become your loyal fans.
Create a product or service of the proper quality and solve customer problems
Please note that the product or service is of “good quality”, i.e. quality should be what customers expect it to be. It must in their minds correspond to the price. With good marketing, you can sell almost everything, even frankly low-quality goods. But when your customer unfolds the package and discovers not what he expected under a beautiful candy wrapper, he will be disappointed.
Create a product line
Perhaps your product or service is one that ends and needs to be bought again and again, such as food or hygiene products. But if this is not so, then without a product line you can’t get repeat purchases.
Your lineup should include cheap, medium and expensive products / services, products and services for different categories of customers: for men and women, etc.
If you are unable to produce new products, team up with partners, with your competitors, create profitable alliances, offer their goods and services, receiving a reward for this. Your businesses will benefit from this.
The presence of several products allows you to make upsell and cross-sell.
• Up sell– this is an offer of a more advanced version of the product, instead of the one that the customer originally ordered, aimed at increasing the check.
• Cross sell – is the sale of additional and related products and / or services to an already ordered product.
Develop several packages of your services / products and always offer customers a more expensive and advanced solution. A certain part of them will definitely agree to an improved version.
How it can be implemented: If a customer places an order on your website, then on the successful order page you should offer him additional products, or a more advanced version. Met: “They usually buy with this product …”?
If your order is accepted over the phone, train your sales team to find out the needs and offer additional products.
It would seem that a simple technique, practically does not require costs. But how few businesses use it!
Get customer feedback and encourage open sharing
Constantly in contact with customers and then you can better help them in solving their problems. Conduct a preliminary survey and identify the needs of your audience.
Any of the programs that are available for free on the Internet is perfect for this. For example, if you have a corporate blog, you can conduct a survey directly on it. You can also use the phone or interact with your customers at the point of sale.