Customer Loyalty- Selling products to existing customers, how can we do that?

Customer Satisfaction means to analyze what the customer holds important to make it easier to meet the requirement. And once it is met, there is customer satisfaction. Customer Satisfaction always leads to customer loyalty (Loyalty is the commitment to repurchase or re-patronize a preferred product).

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To Whom would you rather talk to? A new person to whom you have never met before, or a close friend?

Who would you be able to trust more? A Salesman whom you’ve never met before trying to sell you a product or service, or someone you have been knowing for some time with whom you have a great rapport.

And who would you rather sell a product or a service to? Someone who has never heard of you, or an existing customer who knows you, your product and the reputation? I don’t think that I need to answer this question, it is self-explainable!

Many times, we meet their targets and desperately try to increase the sales, maybe sometimes through cold calling or some other way. While developing the sales opportunity with the existing customers who are aware of the product and services of a brand often salespeople tend to say that the market is saturated and there is no more business available in the market.

However there are many other ways which could be helpful for us to build our relationship and the productivity with the existing customers, which we sometimes forget, but these customers are a great opportunity for the business, which we miss as we don’t want to pressurize them more or I should say too much.

So, let me put some points that we all should go through and maybe we could get to know that what should be our approach to sell more products to the existing customers?

1. Expanding Relationship with the customers

Staying in touch with customers is always a good practice. It helps the customer to be aware of the company and the products again and again. Also, other than the sales department or if there is any buying Department. Why not sometimes focus on the other department too, maybe we could find orders from someone we haven’t met yet.

2. Building the Relationship in a way other than your competitors

We tend to make a similar type of mistake when we contact the customers only when we want to sell them something. How does it make us different from our competitors?

By being in touch with your customers also when you are not trying to end up selling something will make you become maybe an advisor to them which could be the area where they may not be successful enough before.

3. Building after-sales support

If we could be better with the after-sales support we are offering to the customers, there could be more reasons for our customers to buy products from us.

Compare this situation by keeping yourself as a customer for the online food delivery service companies, do they offer you better after-sale service? It’s again self-explanatory, Isn’t it?

4. Why not treating our existing customer in the same way as a new, hot lead?

The process that a salesperson follows that is to contact, follow up, qualify and then to discuss the need and more. This is something I have learned from one of the best faculty in my college at JK Business School that to never neglect the existing customers when it comes to doing the same thing.

We can always find some areas where we could help them with, and build the business with them, and it would be profitable for both of us.

5. Rewards always fascinate customers.

A loyal and active customer who is engaged with the brand should always be rewarded either by way of free products or extra services, special discounts, free upgradation or premium or other value-added services. That would lead is one more step towards making a customer loyal to us.

6. Maintaining and improving the quality.

Quality of the product and the services should be the most important to take care of before delivering the same to the customers, and it should be maintained too. Also, various steps should be taken to improve it. Delivering the best products and services helps to maintain goodwill and loyalty among customers.

Let me put you in a situation where your existing customer has contacted you and is asking for any advice or wants to tap your knowledge for extra information. This could only happen when you have created a reputation where your product is different from others and the service is better, you’re your competitors.

By becoming a supplier of goods or services where you are not harassing your customers for more business, you’ll see the sales opportunity naturally fall into the place, where the customer trusts you and your advice for future sales.

There are many more opportunities for us to advance and sell more products to existing customers than there ever will with new prospects. So why not to focus on the above few points and see how the sales start to flow easily without pressure.

Also, if you would like to learn more? I would love to help you with that, just let me know your query.