It is a known fact that Nordstrom has an outstanding customer service but before we discuss their techniques of selling you might want to know about what is excellent customer service all about. Excellent customer service is when you meet your client's expectations, or better surpass them. The principle of selling is the same in every business. Good customer service is attentive, timing, and making sure the customer needs are taken care of which reflects positively on the company. Customers expect that person assisting you to have a pleasant attitude. he should have information about the products and is helpful. Make sure salesperson you are hiring meet these criteria or even better train them. We all know Nordstrom has an excellent customer service that has landed them on Fortune’s 100 Best Companies list for the 20th year in a row. At Nordstrom, the sales process is a high-contact process, i.e. customer reaction. The company has developed some incredible tools and techniques to win the heart of its customers, some of them are listed below.
Telephone Skills:
Every salesperson is trained to use a phone to improve productivity and generate more business leads. The phone calls are made to clients to guide them about:
• Advise clients of items on special.
• Strengthen customer service relationships.
• Tell Customers about new items they may like
• Keep in touch with their personal needs.
• Follow up on leads and inquiries.
2. Earning Customer Trust:
Many of the Nordstrom salespeople have a strong relationship with their clients that they even make shopping decisions for them which is very valuable to the company, that how their clients trust them. If you are a business owner or a young entrepreneur, you would be probably wondering how are they so good. Their salesperson is properly trained, if you are a new be to the job, you can catch up on your training schedule updated on your MyNordstrom portal. Visit this website for more information.
3. Personal Customer Book:
Every customer has their loose-leaf binder, where the company registers customer personal information, i.e. name, sizes, telephone number, previous purchases, likes and dislikes, personal preferences, special requirements, vendor preferences, and other characteristics. The binder also includes monthly calendar, daily to-do lists, phone directory of every Nordstrom’s store and daily to-do lists. The salesperson also organizes details of every potential customer who will be in-market for new clothes and send reminder notes to them.
4. Thank You Notes:
Nordstrom is famous for delivering personal thank you notes to its customers thanking them for shopping with them. It is a simple communication trick to let their customers know how special they are and they are valued and appreciated. Thank you notes are used to generate new business leads and referrals. See how a little note plays an important role in business. Customers like to be understood and valued.
5. Empower Employees:
Be steady about removing those standards that make your bleeding-edge people need to ricochet forward and backward among themselves and a supervisor to deal with a client or broaden an exceptional signal they feel is justified.
Take another page from Nordstrom's that disposes of the standard book for clients, or limits the standard book for representatives, telling workers that the significant guideline they all live by is "No Customer Can Leave Unhappy."
Final Conclusion:
Since salespeople are well commissioned, all of them try very hard to maintain long-term relationships with their prospective clients. And it is a fact well-paid people provide better services and some of the top performers are making 6 figures every year. The company emphasis says, “ Treating People Like They Are The Most Important Thing.” makes Nordstrom successful than other stores.-
