Experienced Sales + Customer Service
The key...great customer service. We love the marine industry and one of our core missions is to help raise the customer service bar in this industry.
However, the internet has completely transformed the way we do business. While traditional sales principles still very much apply (such as building a solid relationship with the customer, earning their trust, adding value, customer qualification, etc), how you get there is now very different. It used to be that a customer valued a solid handshake and an honest smile. In a traditional face to face environment, skilled salespeople could qualify a customer based on body language, personality type, etc. In today's internet age, many buyers are researching and shopping online and face to face interaction does not happen until much later down the road, if at all. This presents new challenges to sales people.
The secret lies in new and different techniques, such as ultra-fast communication, understanding how a customer wants to communicate (phone, email, text, etc), relentless follow up, fully answering all questions, all while further developing the relationship with the customer. In today's online world, it is important for sales people to recognize that a customer communicating over online media may initially see the sales person as just a robot on the other end of the internet. Sales people need to make it real, make it human. Furthermore, people today do not want to be "sold," just like they don't want to be held to an exclusive contract and have to pay for something whether or not the vendor delivers. Our approach is much more consultive. We truly want our customers to be happy with their purchase.
At POP Yachts, we have become very good at building solid relationships with our customers, even without the upfront face to face interaction. We spend a full 2 months training our new sales associates on various techniques to help them excel at this "new" way of selling. The game is changing. Without our relentless focus on instant communication, understanding these new sales techniques, and without our amazing proprietary software, this company wouldn't be anywhere near what it is today.