August 18, 2023- Repertoire Magazine recently spoke to Patrick Malone, a leadership mentor and independent business advisor with over 40 years of experience, about the current state of business and sales management. Malone started in customer service with American Greetings in Cleveland, Ohio, where he worked his way up to the role of vice president for the Southeast region. In the last 20 years, he’s worked with a company called The PAR Group, focusing on sales leadership development. Most recently, he’s hosted several live talk radio shows in a two-hour block every weekday morning.
How to manage better customer experiences
One component in the sales setting that has changed drastically over the years is the customer. The customer experience is at the forefront of every transaction, which can mean the difference between whether you close a deal or not. The internet has raised the expectations of customers before they’ve even made contact with the sales rep.
The best thing that a new sales rep can do is to go visiting around in their territory without even trying to sell anything. This approach can help to establish a relationship between the sales rep and the customer without the pressure of a deal on either side. Starting these relationships on the right foot is crucial to the success of the sales rep. Malone said, “Gather the knowledge, ask the right questions, understand the nuances between one customer and the next. Don’t try to be interesting, be interested.”
People typically respond better to those situations if you show an interest in what their business does and how they solve the problems of their own customers. Take notes and use this time to strategize, but don’t forget to leave a good first impression on your prospects.
Read more in the latest issue of Repertoire Magazine.