The level of revenue generated by a sales team is not always a good indicator of customer satisfaction. Professor Drew Boyd uses this video to teach the ins and outs of measuring the minds and hearts of your customers. Professor Boyd outlines specific reasons customers become unhappy over time. And he provides tips for measuring the attitudes and behaviors of those purchasing your product so that your team can take the right action towards change.
- Imagine you and your sales team have just won an award…for not just achieving, but exceeding your sales goal.…Things might be in really good shape, right?…Well, not necessarily.…What if beneath the surface…your customers just aren't satisfied?…They're still buying from you, but they're not happy.…If that's the case,…your long-run potential business is at risk.…That's why you need to measure what's going on…in the minds and hearts of your customers.…So why do customers get unhappy?…Well, lots of reasons.…
Think about your own buying habits.…We've all had times when we weren't…completely satisfied with a purchase.…A customer may not like her sales representative.…Perhaps the rep's being too pushy or not pushy enough.…Maybe they're not as responsive…as the customer would like them to be.…Maybe the rep's approach in a sales call is off track.…They're doing something in the moment…that just leaves the customer unimpressed.…The service they're getting just isn't…up to their expectations.…Or perhaps they feel like they're trapped…
- Defining the sales task
- Calling on the right customers with the right products and services
- Evaluating your team's sales activities
- Measuring outputs of sales: customer satisfaction, wins, losses, etc.