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Customer Service and Sales Standards

Consultant Level Customer Service Standards

  1. Begin relationship with an open ended question - not, "How can I help you?" - Find out the needs of your customer by asking questions that require more than a yes or no answer. Questions help define the vision your bride and groom have for their wedding. Understand where the customer is going with his/her vision.
  2. Follow up - Use the "No Money Down" report and "Call 8" to help you keep in touch with your customers. When you tell a customer you will get back to him, make sure you do!
  3. Listen, react, and respond - Do not interrupt your customer. Use active listening, and always give an answer. If you do not know the answer, find it out.
  4. Ask, "How was your experience?" - Upon completion of a transaction, ask, "How was your experience?" Listen, and learn how to make an opportunity to gain a repeat customer.
  5. Personal trade book - Create your own personal trade book with customer information. Use this to increase personal trade by keeping in contact with customers. Keep a monthly notebook of client names, both for weddings and for retail.