CustomerInsightTM Blog

Tag Archives: Customer Service

Couple standing in front of a new home with agent.

Facts of Selling New Homes

Selling To Today’s Customer

  1. Successful sales people ask more questions.
  2. Selling must be based on strategy … which must be based on customer purchase decisions.
  3. If a selling system is focused on how an associate needs to sell, rather than on how a customer buys, it is less likely to be successful.
  4. As pressure increases, a customer’s awareness of “Purchase Risk” increases, which causes sales effectiveness to decrease.9152570
  5. Buyers shop and shop and shop because they are concerned about the consequences involved with a bad decision.
  6. Buyers shop and shop and shop because they unconsciously know that “they don’t know … what they don’t know”.
  7. Associates that “Close” (offer solutions) before a “Need is Fully Developed”, end up with more objections to handle (developing is different than asking about a need).
  8. When they don’t have a strategy for selling, an associate’s focus turns toward relationship building and presenting.
  9. When an associate “sells” based on what a customer would get, price sensitivity will follow.
  10. Selling new homes is work. If you think you can get away with an order taking mentality, you will be replaced.Couple at real estate agencyToday’s sales success is directly proportional to helping customers realize the need for change. Let CustomerInsight help you gain insight. OnePlatform is the only software to monitor your prospective buyer experiences, customer satisfaction, employee and trade performance.

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Customer service satisfaction survey

The Misconception of Customer Experience

Customer service satisfaction survey

We can all agree that ‘Service’ is an action of helping or doing work for someone.  Service involves such tasks as answering questions, providing  methods and modes of training, complaint handling,  as well as demonstrating how customers can protect and maintain their investment and many more.  Often-times, companies think their customer service representatives/department should also be designing and delivering ‘customer experience’ initiatives, which is drastically broader and involves more than just service.

Here are the major differences between customer service and customer experience:

  • Customer Experience involves planned, intentional service acts that the customer has not thought of or expecting. A good example of this is providing a new innovative tool, like an app, to keep them updated of how to maintain their investment.
  • Customer Experience involves the entire company. Everyone must come together and commit to reasonable and achievable actions that are consistently deliverable and measurable.
  • Customer Experience involves breaking through barriers and setting a new standard. Many builders state that having a home 100% complete by orientation is not possible, but, consider the possibilities and impact on your company if you were able to achieve this. For years, experts said that the human body was simply not capable of a 4-minute mile.  It wasn’t just dangerous; it was impossible. In May 6, 1954, Roger Bannister broke the 4-minute barrier, running the distance in 3:59.4.  As part of his training, he relentlessly visualized the achievement in order to create a sense of certainty in his mind and body. Setting a  new standard is what sets you apart.

To paraphrase Paul Simon, “Sometimes, the issue is simply that their ceiling is your floor. “
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