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Today Sales Toolkit is about understanding the Customer Journey throughout your entire sales process. NEWS FLASH! You never stop selling!
Key Takeaways:
A customer journey serves many purposes.
- Promote confidence in your client with a repeatable journey with milestones to trigger connectivity, communication and delight
- When you have a repeatable process each client goes through from beginning to end YOU have more confidence to sell
- A system to ensure you have happy, loyal customers who will refer you often to others as well as repeat business
Where does a customer journey fit into your business?
- From the moment your lead becomes a qualified prospect- meaning they want more information from you
- During the sales call
- During the follow-up process
- Onboarding (critical place)
- During the servicing
- As your project comes to an end
What should you consider in each phase?
- From the moment your lead becomes a qualified prospect- meaning they want more information from you
- How are you keeping the excitement high and adding value
- During the sales call
- How are you keeping the excitement high and adding value
- During the follow-up process
- How are you making them feel?- stressed/turned off or enlightened and excited, that your helpful?
- Onboarding (critical place)
- How are you showing your gratitude? Do you send them a thank you?
- What are you communicating to them and when?
- During the servicing
- What milestones do you over-communicate? (very important)
- As your project comes to an end
- How are you delivering your outcome? How are you surprising and delighting them?
- Do you ask for reviews or feedback? If you don’t ask the answer will always be no.
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