Improving Sales & Customer Service with Role Playing
Why is it that some companies continually raise the bar in sales and customer service, while others falter? More importantly, what are these companies doing differently, and what if anything can it teach companies who want to upgrade their sales & customer service abilities? Well, when it comes to improving your company’s sales and customer service operations, using negotiation role play exercises not only strengthens cohesiveness, it also drastically improves your company’s ability to identify and close new business.
While sales professionals are called upon for business development, and customer service is called upon to ensure customer satisfaction, both play an integral role in managing a customer’s expectations. If not properly managed, these customer expectations can become so unrealistic, that there’s virtually no way to find any common ground. How can negotiation role play help sales and customer service departments better manage customers? We'll answer this question in-depth. First, it's important to understand the importance of a strong singular market message.
Not every company operates in the same industry or market. What is considered appropriate sales and customer service conduct in one industry, may either be too little, or too much in another. However, it’s fair to assume that most companies are well aware of what good sales and customer service is, in their particular market, and with respect to how their customers should be managed. Therefore, when using role playing to improve sales and customer service, make sure the situation represents your company’s market, industry and unique position with your customers. Role play exercises will help improve your company’s message to market by guaranteeing that your company’s sales and customer service team has strong cohesion. The ultimate goal is for both parties to be so comfortable with their respective roles and responsibilities, that they know exactly how customer issues should be handled. So, what are the steps to using role playing to improve sales and customer service cohesiveness?