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Posted: Tue Jan 21, 2025 6:10 am
To understand how well the manager has absorbed the information provided to him, he takes a survey in written or oral form. Usually it is conducted by either a trainer or a personnel specialist. If necessary, the CEO can conduct an additional survey. For this, the manager is given a written form with questions that he must answer:
List the characteristics of this product and how it differs from competitors' products.
How to pack goods correctly?
What will you do if the customer doesn’t have the product he needs in stock, but he urgently needs it?
If a customer uses such investor database and such, what types of equipment can be offered to him?
Under what conditions can the specified product be used? How can this information be conveyed to the client?
How long will it take for a product to be delivered to a customer if it is known that it is not in stock?
The tested employee must demonstrate with his answers how familiar he is with the range of the company's products, as well as with the intricacies of demand and delivery. The test usually takes 3-4 weeks to check.
Getting into the current work rhythm
After learning how to negotiate on the phone and studying the product range, the manager starts working, but still under the guidance of an experienced employee. The supervisor can be a colleague with extensive work experience and high performance or the head of the department himself. He helps the newcomer master the duties of a customer service manager in trade, analyzes and sorts out situations with customers together with him.
The results that a manager achieves in his work will be an indicator that he is ready to perform his duties independently and to the fullest extent.
Download a useful document on the topic:
Checklist: How to Achieve Your Goals in Negotiations with Clients
7 criteria for evaluating the effectiveness of a customer service manager
Visiting various events, conferences, exhibitions
The position of a client manager obliges the employee to constantly bring in new clients, find contacts of potential customers. Visiting various specialized events, presentations, exhibitions will help a lot with this. If this method of finding clients suits the company, then the employee should include this in his job responsibilities.
Rational alternation of meetings and calls
The main way of interacting with the customer is telephone negotiations. Therefore, it is better to distribute meetings with potential clients and cold calls between different employees. If a small staff does not allow this, then the manager should properly organize his/her working time in order to alternate meetings and telephone negotiations. For example, one day call customers and supplement the client base with information, and on the second day organize meetings.
Getting referrals from clients
An experienced specialist will not wait for the client to recommend him to someone else. He will ask for contacts of those to whom, in the opinion of this buyer, he can be useful.
List the characteristics of this product and how it differs from competitors' products.
How to pack goods correctly?
What will you do if the customer doesn’t have the product he needs in stock, but he urgently needs it?
If a customer uses such investor database and such, what types of equipment can be offered to him?
Under what conditions can the specified product be used? How can this information be conveyed to the client?
How long will it take for a product to be delivered to a customer if it is known that it is not in stock?
The tested employee must demonstrate with his answers how familiar he is with the range of the company's products, as well as with the intricacies of demand and delivery. The test usually takes 3-4 weeks to check.
Getting into the current work rhythm
After learning how to negotiate on the phone and studying the product range, the manager starts working, but still under the guidance of an experienced employee. The supervisor can be a colleague with extensive work experience and high performance or the head of the department himself. He helps the newcomer master the duties of a customer service manager in trade, analyzes and sorts out situations with customers together with him.
The results that a manager achieves in his work will be an indicator that he is ready to perform his duties independently and to the fullest extent.
Download a useful document on the topic:
Checklist: How to Achieve Your Goals in Negotiations with Clients
7 criteria for evaluating the effectiveness of a customer service manager
Visiting various events, conferences, exhibitions
The position of a client manager obliges the employee to constantly bring in new clients, find contacts of potential customers. Visiting various specialized events, presentations, exhibitions will help a lot with this. If this method of finding clients suits the company, then the employee should include this in his job responsibilities.
Rational alternation of meetings and calls
The main way of interacting with the customer is telephone negotiations. Therefore, it is better to distribute meetings with potential clients and cold calls between different employees. If a small staff does not allow this, then the manager should properly organize his/her working time in order to alternate meetings and telephone negotiations. For example, one day call customers and supplement the client base with information, and on the second day organize meetings.
Getting referrals from clients
An experienced specialist will not wait for the client to recommend him to someone else. He will ask for contacts of those to whom, in the opinion of this buyer, he can be useful.