Sales and customer service are important aspects of running a wholesale company. Wholesalers have customers who are other businesses, but people make the buying decisions. Here are some sales and customer service ideas that wholesalers and all (B2B) companies can implement today to improve their sales and customer satisfaction.
Keep account information instantly available
Don’t keep your customer waiting. Give your inside and outside sales representatives and customer service people instant access to the information that customers are asking for. Outside reps should walk into a sales appointment with full knowledge of a customer’s past order history and be able to look up account details with their mobile device right on the spot. Customer service people should also be able to instantly answer the most common questions without having to ask someone else in your company for the info.
Make fewer sales appointments
In today's fast-paced work environment, it's beneficial for sales representatives to take a moment to slow down. While it may seem counterintuitive, reducing the number of calls can enhance the quality of each interaction. By making fewer calls, reps can dedicate more time to thoroughly prepare for each conversation, allowing them to engage more meaningfully with customers. This approach ensures that reps are fully present, focusing on the customer rather than the clock. Fewer appointments also allow for taking detailed notes, leading to more effective follow-ups. With the right encouragement, this strategy can elevate the quality of sales calls, ultimately boosting results as the focus shifts from quantity to quality.
Add an FAQ page
Every business can benefit from a well-crafted "Frequently Asked Questions" page that addresses customers' most common inquiries. These FAQ pages serve as a quick and efficient resource for customers seeking assistance while also freeing up your team to focus on more complex tasks.
If you're unsure which questions to include, please feel free to encourage your team to compile a list of customer queries. In just a few weeks, you'll clearly understand the key questions that need to be addressed.
Give your reps an online ordering system
Many wholesalers have already embraced online ordering systems. Consider exploring this option if your business hasn't yet integrated such software with your accounting tools. Some companies still have a few seasoned reps who prefer traditional phone, email, or fax methods for placing orders. It's essential to ensure your sales reps use the online system for all orders and resolve their queries independently. This approach significantly eases the workload on your internal team. Even the most traditional reps will adapt if the system is user-friendly.
Engage customers on social media
Few B2B companies, including wholesalers, take full advantage of all that social media has to offer. While it receives much attention in business-to-consumer industries, B2B companies are often unsure how to reach other businesses. Even of those that do use it effectively, few treat social media as a sales, customer service, or brand-building tool. Social media platforms are a great way to engage customers because they provide prompt communication that others can read. Ask the millennials in your company for ideas on how to use social as a sales and service tool. For example, ask if they have ever seen or messaged any of the people working for your customers on Facebook. The younger generation may prefer to message each other on social media rather than use old-fashioned email.