Nothing Happens Until Somebody Sells Something: How to Improve the Process

 Every customer contact is an opportunity to mine information that can help you grow the business. Ask customers what they like about your services or products. Ask what they would want you to change (other than the price) that would make them happier. Learn about their related needs, new needs, and concerns - and remember that, in many cases, customers are not fully aware of their needs; so, while you're at it, probe for unrecognized needs as well.


Ask your customers about what is most important to them and how they think you stack up. Ask bigger-picture questions to gain insight into challenges they face that go beyond the use of your product or service. Armed with information about what customers value, you can innovate solutions that leverage your capabilities to exceed your customers' expectations.


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