Employees – An Important Part of your Marketing Success

February 17, 2009 at 5:00 pm Leave a comment

employees 

We sometimes forget that one of the most valuable sources of information on our market, competitors and customers is our employees and to an extent those other small businesses we use to outsource work.

If our employees are not trained to effectively meet the needs of our customers, a customer may not return to repurchase, despite all the marketing and sales efforts.

It is important to find out if our employees have the necessary skills, training, processes and tools to be able to satisfy our customers’ needs and wants and support our sales and marketing strategies.

Here is a short checklist that can be used to see if there are gaps in their knowledge and skills that may need to be addressed:

  • Do they have knowledge of the market you are competing in?
  • Do they have an understanding of your brand’s or business’s and product’s or service’s features and benefits?
  • Do they have an understanding of your brand’s or business’s and product’s or service’s key point of difference?
  • Do they have an understanding of your key customers’ needs?
  • Do they have knowledge of your sales objectives?
  • Are they up to date with your marketing activities?
  • Do they understand the need for high customer service?
  • Are they skilled in customer service?
  • Is there an opportunity for them to make customer referrals?

Of course certain skills will of course apply to particular positions so take this into account when conducting your review

How do you ensure your employees have the knowledge, skills and tools needed to help your business achieve marketing success and strong customer relationships?

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Susan

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