123ArticleOnline Logo
Welcome to 123ArticleOnline.com!
ALL >> Marketing >> View Article

Selling: The Greatest Customer Service

Profile Picture
By Author: Claude Whitacre
Total Articles: 164
Comment this article
Facebook ShareTwitter ShareGoogle+ ShareTwitter Share

Is selling really the best customer service? Most of us think of customer service as repairing what a customer bought, or doing warranty work to satisfy a customer. Of course these things are important. But when are you really doing the best thing for your customer?

Let's say a customer calls you and says that the thing you sold them isn't doing the job they wanted. Our first thought may be that what they bought is defective, or inadequate. If the product is defective (and still under warranty) of course you will replace it. But what if what they bought just isn't enough to do the job? You show them the better model that will do the job. This model will cost more than what they bought before, but you are solving their problem. And most of the time, solving their problem will involve selling them something better than what they have now.

I own a store that sells vacuum cleaners. When someone comes in for a repair on their vacuum cleaner, most dealers would sell the part that would fix the machine. So will we. But first, we want to know how the customer likes what they have now. Has it given them any problems? Is ...
... it getting hard to push? Losing suction?

Many times what will really solve the customer's problem is New Technology. A new product that is better suited for the customer's needs.

An acquaintance of mine has a small repair shop that fixes vacuum cleaners and sewing machines. People bring in a fifty year old machine and he fixes it so it will still run. When I mentioned to him that maybe these people would benefit from something new, he said he didn't want to sell something new when what they had could still be fixed.

I asked how many cars are still on the road after fifty years. Of course, not many at all. Why? Because consumers like to buy new things. They smell better, are shiny, and the customer can brag about what they just bought to their friends and neighbors.

You would be surprised at how many customers are already thinking of buying something new, before they even tell you about their service problem. You are not truly giving the best customer service unless you offer the best solution to their problem. And many times, that solution is to buy something better that will make them happier than they are now.

Most products get better as time passes, new developments, new technologies, new options.
If you don't at least make your customer aware of these new options, you are doing them a dis-service.

If the customer thinks the one product they bought is inadequate, maybe they need two to really do the job.

One techniques I've found valuable when customer's need service is to apologize to them for not pointing out the better product that was available all along. Whether or not, it's your fault is not material. I apologize and tell them I must have forgotten about this better, and more expensive solution. This works far more often than not.

In our business, one of the most profitable sources of new sales, is selling better stuff to the customers we have now, that needed customer service. This can be done in a retail store or over the phone. Use it, and your selling will improve. You will see every customer service problem as an opportunity for selling something better..
Small Business Marketing and Local Advertising expert Claude Whitacre is author of the book The Unfair Advantage Small Business Advertising Manual. You can purchase the book for $19.95 at http://www.claudewhitacre.com You can also download your Free copy of the complete book at http://www.local-small-business-advertising-marketing-book.com/

Total Views: 250Word Count: 615See All articles From Author

Add Comment

Marketing Articles

1. The Merits Of Doing Marketing In Adelaide
Author: Barry Elvis

2. Digital Marketing Agency For Small Business: Why Hobo E Services Is Your Best Choice
Author: Hobo e Services

3. Marketing Mistri-best Seo Company In Jaipur
Author: Marketing Mistri

4. 5g-powered Marketing Automation: What Marketers Need To Know
Author: Saastargo Technologies

5. Understanding The Role Of Analytics In Digital Marketing Success
Author: Saastargo Technologies

6. Seo In The Ai Era: How Artificial Intelligence Is Shaping Search Optimization
Author: Saastargo Technologies

7. 6 Ways To Measure Roi From Influencer Marketing Campaigns!
Author: Pooja Saha

8. 5 Best Skills Needed To Become An Expert Email Marketer!
Author: Pooja Saha

9. What Is A Digital Marketing Agency And Why Your Business Needs One
Author: Vaibhav

10. Top 5 Bug Tracking Software Of 2025
Author: Otis

11. The Role Of Ai In Shaping The Future Of Marketing
Author: Dharma Raj

12. 15 Reasons Your Keyword’s Rankings Are Fluctuating Like Crazy
Author: Olivia Walker

13. Momentum In Action: Tailored Growth Marketing Strategies For Series A Startups
Author: Alastar Kerpel

14. Experience Ultimate Softness With Satino Royale Carpet
Author: carpetsonline

15. 10 Must Have Digital Marketing Services To Boost Your Business Growth
Author: Uprango Digital

Login To Account
Login Email:
Password:
Forgot Password?
New User?
Sign Up Newsletter
Email Address: