Redefine Customer Relationship & Sales Strategy

Amidst the uncertainty of COVID-19, it is imperative to infuse trust, benevolence and other humane factors into the digital-only way of life. Any crisis or emergency situation puts our faith and confidence at stake and brings out our weaker self in the spotlight. The Novel Coronavirus crisis is no exception. It has made us learn several things and has changed the way of our life completely.

At present, we are compelled to maintain social distancing from our friends, workplace, and even family members, and adapt to a remote way of working or doing business whatsoever. Such has been the impact of this pandemic that it has given rise to misconceptions, hoaxes and panic. Panic-buying has been amuck in several countries, fostering an apathetic environment. Well, some of us are incredibly lucky that we are exposed to various digital tools to keep our work and business smooth. Yet, working remotely has proven to be a grave challenge for many.

What we need right now is kosher consultancy that can steer us towards a better future. Such has been the changing face of marketing these days. Wherein, consumers rely on marketers who connect with their pain points and offer custom solutions.

How to Build a Sales Strategy that is based upon Consultancy

The more you know about your consumers, the more effective your sales and marketing efforts can be. If you are a marketing strategist, answer these questions yourself while you think of framing your customer-strategies:

• Who they are

Understand who your target audience are and what they come from. 

• What they buy

Monitor the buying nature of your consumers and the kind of product/services they choose. Mapping their buying trend, you can get into their brains and offer them more value.

• Why they buy it

Why do they buy your product or avail your service? What problems does your brand solve for them? And why do they choose you over other competitors in the market?

Given the present times, customers are looking more for partners and consultants, rather than just vendors. As we enter the fourth month of the pandemic with our confidence shaken, sanity trembled, and a severe economic crisis impending - we need nothing too 'salesy' or 'pushy'.

When you show them that you are doing everything in your power to ease their business woes, without sounding like a salesperson, there you establish a sure-shot chance of closing the deal. Consider what additional value and consultancy you can offer to your existing clientele to deepen your relationship with them.

Forging Sales Strategy and Customer Relationship on the Basis of some Key Touchpoints

A critical step to build credibility and trust is to deliver on your promises. Instead of simply wanting for more work, check whether the previous service you offered to the customer, worked successfully or not. Whether they are contented with your services or are dissatisfied, try to gauge these analytics before even making your next sales strategy.

• Reassurance - A Guaranteed Way of Improving Customer Relationship

Next, let's talk about reassurance. Reassurance is critical throughout a customer journey and customers feel confident when they are reassured of a given service. This is all the more true in online payments, wherein customers expect some sort of reassurance about their payments and order placements. Even if they interact with bots, an assuring message with a warmth of gratitude, goes a long way.

• Accept Reality

Another good way of creating a sales strategy that actually works without hurting any sentiment is, to adopt the reality. If you don't take the reality into consideration, anything you say or do will seem callous and meaningless.

If your business is of tours and travels, do not make the mistakes of announcing trip itineraries to your target audience right now. Your effort will backfire for sure, because now is the time when travels and trips are a strict no-no. Instead, your sales strategy could contain essential information and guidance about fighting COVID-19 or how to stay safe indoors. Act as their consultant and give consultative information to your prospects that they would give value to.

Creating Long-Term & Short-Term Marketing Goals

The current times work best for people who eye for the long-term goal and not any short-term remuneration. Sales strategies and marketing tactics should now be drafted in such a manner that concerns the future and not just picking the low-hanging fruits. Marketers must take ownership of getting close to their target audience through swift action and meaningful communication.

Even during the good times, the onus is upon the customer relationship managers to build trust with the prospects. All these virtues don't bring immediate results, but do establish your brand as a trustworthy name when things get better. We all have played with Legos in our childhood. We know how much patience and effort it took to create different shapes, new toys. One block after the other. Brick by brick.

The Changing Face of Marketing

Marketing has been a human-centric endeavor in all sense now. It is time to consider what keeps your consumers coming to you and what drives them away. And now, being in uncharted waters, your customers are desperately trying to keep themselves calm and composed. Marketers and strategists should find new ways of posing them as consultants and advisors to their customers and prospects. That's how businesses can stay afloat and maintain their existence.

A few takeaways in this scenario can be:

1. Consumers want a trustworthy partner
2. They expect someone to grasp their painpoints
3. They expect to be valued and respected
4. They also look for value added-consultancy

The current situation is negative, but if we can push ourselves a bit more and look beyond all the negativity, we would surely overcome this. Eventually, COVID-19 will teach us a great deal of and marketing hacks that were unknown before. Let's act as benefactors to our customers and prospects to emerge together, in a better place.