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RAB Research Archive

Going above and beyond



There's an old saying that experience isn't defined by what happens, but rather what happens next.

In sales, most customers don't remember minor service issues nearly as well as they remember how a company (or salesperson) resolved those issues.

Customer-focused salespeople go above and beyond to provide a solution that not only meets but exceeds buyers' expectations.

Sometimes the solution is as simple as offering a small incentive, like a free upgrade. Other times it means weighing what would be most valuable to the prospect in terms of repairing the damage.

One great way to start: Ask customers how they'd like to see the situation resolved, then partner with them to create a win-win.

Source: Sales trainer/author Stephan Schiffman





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