Customers Have Choice

In fact, customers have so much choice that independent of what service you provide or product you sell, it’s more and more likely to be viewed as a commodity. And, as is the tendency with any commodity, price and convenience tend to have an exaggerated influence on a customer’s purchase decision.

In our quest to differentiate ourselves in the marketplace, we increasingly turn our attention to delivering a customer experience that makes us stand apart. We may focus on delivering services faster, easier, friendlier or perhaps more professionally than our competitors.

Online access to our business certainly provides an important portion of that experience, but there is no substitute for the role that frontline customer-facing employees play when it comes to increasing sales and building long-term loyalty.

As a result, 'how' employees interact and engage customers is the true differentiator that will make your business stand out from competitors. Similar to the way that the attention you receive at your favourite restaurant dictates your total dining experience, how company representatives connect with you greatly influences your final purchase decision.

Customer-facing employees are fundamental in being able to stimulate a customer’s curiosity and obtaining permission to initiate a conversation that can explore and satisfy both active and latent needs and expectations. And in order to do that, you must first institute an approach that has been proven to change how frontline employees systematically and quickly move customer interactions into a much richer and rewarding experience for everyone.

The Algario PowerLearn™ Sales Development System fundamentally enables all frontline employees to systematically engage customers in real, unscripted conversations designed to utilize the time available during any interaction and significantly contribute to the overall sales effort at every stage of the sales process.

And since managers are integral to your employee’s success, they are provided with the coaching systems, skills and feedback required to reinforce and embed those behaviours that will differentiate your business well into the future.

Join the conversation and let me know your thoughts. What have your experiences – either from the learner side or the coach/trainer/manager side – been?