Customer relationships

no. 12/2020

A red bow, or what the client (doesn’t) expect

A red bow, or what the client (doesn’t) expect

It would seem that these days, buying a car from the showroom shouldn’t be too difficult. It should be as routine as buying your favourite roll from the bakery. You enter the showroom, buy, and leave, and the happy salesperson moves heaven and earth to satisfy you (they’re on commission!). Well, I recently found out that such a transaction can be an amazing adventure and spending $25 thousand isn’t...

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no. 12/2020

Why should the customer buy from you?

Why should the customer buy from you?

10 years ago, air conditioning in cars was still a luxury. Today, even the cheapest car comes with air con as standard. Interestingly, customers negotiate on exactly the same principle - if they get used to something being standard, they won’t hesitate to ask for greater concessions. Don’t get caught up in this game!

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On-line only no. 12/2020

Should we always resolve complaints in the customer’s favor?

Regardless of whether we’re buying a product or service, when we pay for something, we want to get exactly what we expected. How should we approach complaints in times when emotions are the most important factor when making a purchase, and when building a relationship between a customer and a brand?

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no. 11/2020

Communicating changes to clients

Communicating changes to clients

Changes are often associated with uncertainty and raise many questions, especially in business relationships. Why are things changing? What does that mean to me personally? Can I handle the new realities? Is it still worthwhile for me to buy or continue using the product or service? How can I help the client through the changes without losing them?

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Open access no. 11/2020

Opening up the dialogue

Opening up the dialogue

Person-to-person sales rely on the communication and rapport between the salesperson and the client. This article is about how to use the right questions all the way through the sales process as a way of ensuring that you have understood your business partner, that you are getting proper feedback and that you are connecting with the client as a person and as a partner. It is an amazingly effective...

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no. 10/2020

Why do clients keep quiet after getting an offer?

Why do clients keep quiet after getting an offer?

When you’re going to send someone an offer, don’t just put it in an envelope and stick it in the post box, save yourself the 50 cents! This golden rule was created by Brian Tracy in the late 20th century. Times have changed and today hardly anyone sends offers by traditional post, but the rule itself still applies.

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no. 10/2020

The pre‑negotiation jigsaw puzzle

The pre-negotiation jigsaw puzzle

The process of preparing for negotiations and its significance can be summed up in the following sentence: ‘51 per cent of the negotiation process should happen before the bargaining begins’. What contributes to this 51 per cent? The basic principle for every negotiator is System Thinking and Acting (STA). We will describe this here.

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