Four Question Sales Survey, Helps Increase The Customer Experience
2011
At what point is the sale considered completed or closed? When do you, as a sales person, move on to the next task? There are some sales professionals that believe once the paperwork has been turned in, their job is done. While other sales professionals believe the sale is done when the customer has been installed and payment has been made. The truth is the sale is never over.
Even though the customer has received their product or services they may reach out to you for support because they trust you. You may think that once you’ve made a sale, the customer doesn’t have anything else to offer. This is not true. If they have a great customer experience, they have the power to give you a testimonial and even referrals. This is a deep well that doesn’t run out.
Keeping it simple and doing a four question survey after your customer has received your services is one way to help keep that well of referrals coming.
There are four main reasons why you should call your customer right after they have been installed or received your product or services.
- It shows the customer you care enough to make sure they are satisfied with the services/product.
- It helps you measure if the installer or product was delivered in the best possible way.
- It allows the customer to give you honest feedback with ways to improve the process for installation/delivery to actual usage.
- Finally, it helps you gauge if your customer will do business with you again or refer you to another potential prospect.
What questions should I ask? The key here is to keep it simple and don’t over complicate it.
Sample survey:
- Was the installer professional and wear a uniform?
- Did the installer answer all your questions, or was the product installed to your satisfaction?
- On a scale from 1 – 10, with 1 being “Unsatisfied” and 10 being “I would recommend to my friends” how do you rate your experience?
- If it’s a low number then you can ask, “what suggestions do you have to help improve other customer’s experience?”. If it’s a high number then you could ask for referrals.
Believing the sale is done after the paperwork has been completed limits a sales reps potential. Remember if you want to be successful you must do what the most successful people do. Treat the sale as a never-ending process and watch your sales grow!
