CCS sales approach: Customer Centric Selling
It’s the customer who brings in the money, it’s the customer who keeps the whole organization going, so it’s the customer who must be the priority, and the sales technique must be focused on him. Customer-centric organization The entire organization must be customer-centric, so we speak of a company whose center is represented by the […]
It’s the customer who brings in the money, it’s the customer who keeps the whole organization going, so it’s the customer who must be the priority, and the sales technique must be focused on him.
Customer-centric organization
The entire organization must be customer-centric, so we speak of a company whose center is represented by the customer, with the entire organization revolving around the consumer.
In other cases, we speak of an inverted pyramid, with the customer at the top and management at the bottom. In this case, the people in contact with the customer are the most important, and the whole organization exists to help them serve the customer better.
The importance of the customer experience
The customer experience will keep them coming back, and it’s been said that a loyal customer is more profitable than a new customer who’s expensive to find.
The customer experience is defined by a set of sales stages that we ensure are the best for the customer.
These include :
- Visibility on the Internet
- User-friendly site
- In-store reception
- The shopping experience
- Customer service
- Delivery quality
- After-sales service
Satisfaction measures are determined and measured by asking for customer satisfaction.
Recruitment
A customer-centric company tries to recruit human, empathetic employees as a matter of priority, so that its values are respected at every level of the organization and in every customer contact.
The customer-centric sales process
The sales process is customer-centric at every stage:
- Preparation of the salesperson or customer service agent who knows his or her file well, thanks to a CRM in which all the customer’s history and preferences are recorded.
- Warm welcome
- Listening to customers, focusing on their understanding, motivations and goal attainment, andempathizing with their feelings
- Rephrasing to ensure understanding
- Proposal of an adapted or even enhanced solution
- Respond to questions and objections with empathy and validate satisfaction with response
- Conclusion in which we respect the customer, his choices, and take his contact details, which we integrate into the CRM to meet his subsequent needs.
- Follow-up with satisfaction validation and quality survey.
In conclusion, the CCS approach is more a philosophy than a technique.
Jean-Pierre Mercier