Impressions post voyage aux US utiles dans la relation-client par Sandrine Benattar

Je souhaitais vous faire part de mes impressions après 10 jours aux US qui ont été très inspirants. J’ai trouvé leur professionnalisme commercial vendeur et agréable et je vous fais donc un petit feedback basé sur 3 axes : professionnalisme, personnalisation, décontraction.

PROFESSIONNALISME

  • un discours rôdé : ce qui implique une connaissance des tarifs et offres
  • de nombreuses incitations à l’achat : promotions, forfaits divers,  toujours une offre voire plusieurs en cas de non à la première à proposer.
  • des réponses rapides aux demandes
  • ils prennent le temps d’expliquer ce qu’ils font, les étapes etc.

3 Exemples :

  • Pendant la visite d’une « Mission », église-couvent, il y a un moment dans l’église une vitrine commémorative de la visite du Pape, une pancarte y précise qu’on pourra trouver des souvenirs dans la boutique.
  • pendant une visite à Universal Studios : il existe un forfait pour ne pas faire la queue, et quand celui-ci est « sold out », on vous propose un autre forfait VIP.
  • on vous incite à agir même après avoir quitté le lieu d’achat. Ex : retrouvez- nous en ligne

PERSONNALISATION /INCARNATION / RESPONSABILISATION

Exemples :

  • Quand on va visiter le musée Getty, c’est via une bande-son enregistrée, le CEO en personne qui vous accueille dans la navette jusqu’à l’entrée du musée. Au retour, il vous remercie et vous propose de retrouver en ligne une liste importante d’événements (ateliers, cours, conférences, ….)
  • Le chauffeur du bus-bateau de Boston, s’appelle Tom, sa soeur a été au collège, pas lui etc…  Joint à un discours pro rôdé, la visite est personnifié et on le remercie à la fin de nous avoir accueilli sur SON bateau-bus.

On a l’impression qu’ils sont contents de nous avoir rendu service et qu’ils sont en charge de leur job.

DECONTRACTION

liberté de ton ; ex : Dans une salle de gym : AFFICHE : Tu as eu assez de force pour prendre les haltères, tu en as assez pour les remettre

Autre exemple : le gardien de musée qui demande d’où vous venez.
la réponse à une question est a priori oui. Ex dans un magasin : Vous avez ma taille ?  Réponse : oui  (en fait non, d’ailleurs).
Ils sont à l’aise, voire à la recherche de l’échange.
Ex de Tom (celui du bus-bateau) qui pour parler des mesures de sécurité a monté une video qui débute par une séquence d’un acteur connu qui fait peur

J’en reviens avec l’impression d’avoir entendu beaucoup de messages positifs, même si c’est commercial uniquement, c’est agréable.

Voilà ce que je retire de mon voyage, j’espère que certains des points ci-dessus seront utiles à vos entreprises.

Sandrine Benattar.

 

 

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