Customer Service - How Sales Reps Can Succeed in the Social Era - Sun and Planets Spirituality AYINRIN

 Customer Service - 

How Sales Reps Can Succeed in the Social Era - Sun and Planets Spirituality AYINRIN

From The  Palace Of Kabiesi Ebo Afin!Ebo Afin Kabiesi! His Magnificence Oloja Elejio Oba Olofin Pele Joshua Obasa De Medici Osangangan broad-daylight natural blood line 100% Royalty The God, LLB Hons, BL, Warlord, Bonafide King of Ile Ife kingdom and Bonafide King of Ijero Kingdom, Number 1 Sun worshiper in the Whole World.I'm His Magnificence the Crown.

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Author:His Magnificence the Crown, Kabiesi Ebo Afin! Oloja Elejio Oba Olofin Pele Joshua Obasa De Medici Osangangan Broadaylight.

Social media is clearly a disruptive force for business. Although many companies started with social media monitoring and customer service, it’s exciting now to see a growing number go beyond the reactive and harness Facebook, LinkedIn, and Twitter for sales and customer engagement and service.

In my role as CEO of the enterprise software company Hearsay Social, I’ve worked with a number of companies that have identified novel and effective ways to address these channels and incorporate them into their businesses for the better. Companies such as Allstate, AXA Advisors, Northwestern Mutual, and others recognize the new role salespeople must play in the social, mobile, and digital era: that of a trusted advisor and subject matter expert offering highly personalized, human service.

Whereas Web 1.0 was about replacing human capital, what makes social media so exciting is that it is about enhancing human capital, to “make your reps superhuman,” as Duane Morrow, Chief Marketing Officer of Primerica described to me.

So, how do the reps of today justify their value and avoid getting replaced by a website or outcompeted by other reps? Here are three best practices of successful salespeople in the social era:

1. Be findable and credible. Today’s customers want to make purchases on their terms, and that means doing research online before walking into a store or talking to a rep. There is an unstated expectation from buyers now that they should be able to find you on Google and social media. Creating a profile on LinkedIn or Facebook is only part of the equation. When buyers know a purchase is going to require working with a sales rep, they want to know that person is credible. The best social salespeople build out their online presence by sharing pertinent education and work experience information, connecting to their customers (who can provide references), and participating in relevant LinkedIn Groups.

Here is an example of a beautifully branded Facebook Business Page belonging to a financial advisor at Thrivent Financial. By walking relationship managers through the profile creation process, explaining compliance considerations, and establishing baseline business rules, organizations like Thrivent are able to balance encouraging an authentic, human voice for each rep while aligning with corporate guidelines.

2. Become the trusted advisor and teacher. Today’s customers want to feel empowered to make a purchase decision after doing their own research rather than feeling sold to. If you aren’t adding value by building a relationship and guiding your prospect along this journey, you risk losing out to someone who does play the role of trusted advisor or being undercut in price by a website. Social media is an enormously powerful and effective tool for sales reps to demonstrate expertise and consequently build trust. Successful salespeople stay top of mind with their customers and prospects by regularly sharing helpful tips relating to the products they sell, relevant news, and personal updates that build emotional connection and convey positive character such as a philanthropic interest. The personal connection is equally important in B2B as B2C sales — so long as you are not just competing on price and there is risk in the purchase decision, prospects will always be inclined to buy from someone they feel they know, like, and trust.

3. Deliver highly personalized service at scale. Delivering personalized service is nothing new to a seasoned salesperson, but scaling this with social media technology is key to continuing to drive up sales productivity and effectiveness. Today’s customers expect reps to do their homework and to reach out at the right time with the right message. Successful social salespeople don’t annoy prospects before they are ready to hear from them. There simply aren’t enough hours in the day to be high-touch with everyone all the time, so the smart salesperson strives to be low-touch until it’s the right time to become high-touch.

And, in the social era, it turns out the very type of updates people love to share on Facebook happen to be buying signals for many B2C relationship-based sellers and at least opportunities to build rapport for B2B sales reps.

For example, people don’t want to hear from a mortgage broker until they are ready to buy a house. They typically don’t want to hear from a life insurance advisor until they’re married or are having their first child and suddenly need to plan for the future. As a sales rep, your social media accounts are a gold mine of data. But you better listen or you may miss these golden opportunities.

There is no time like the present to start strategically taking advantage of social media to up your game as a sales rep. The first reps in any industry to embrace smartphones and social media (once their prospects have) are always at a clear advantage. Over time, every rep eventually gets with the program and the competitive advantage equalizes and wanes.

If you are in sales management or work in marketing in an organization with a large sales force, you also have an important role to play in ensuring your reps are fully equipped with the training, content, workflow, and governance required to succeed on social media.

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